Hi all,

I’m hoping a community moderator or another experienced seller can help with this. I’ve had a SAFE-T claim (ID: 92805-47851-4618652, Order ID: 204-1646829-9429106) denied despite meeting Amazon’s reimbursement criteria.

The item was returned damaged and unsellable.

We provided a written statement from the manufacturer (SunnCamp) confirming it was not a fault, but customer misuse (likely tripping over a guyline).

This falls under Use Case #2: “The item was damaged by the customer and returned in unsellable condition.”

The SAFE-T team replied with a generic final denial and refused to address the evidence.

Seller Support also refused to escalate further and redirected me to closed channels. I know from experience that moderators here have been able to flag mishandled SAFE-T decisions when sellers have done everything right.

Could someone please escalate this internally or advise how I can get this reviewed properly?

Many thanks,

Gavin

Hi Amazon Team and Fellow Sellers,

I’m reaching out for urgent help and a fair review.

We just had an A-to-Z Guarantee claim granted against us and it’s now impacting our Order Defect Rate (ODR) despite the fact that we did everything right as a seller.

Here’s what happened:

The buyer claimed the delivery driver stole the package (a serious accusation)

We asked for proof (such as a police report or any supporting evidence) but received no response from the buyer.

We tried multiple times to contact the customer to resolve this matter amicably, but they ignored us and instead went straight to Amazon.

Meanwhile, we opened a case with Amazon Support for guidance (Case ID: 11127978112) to ensure we were handling it correctly.

Despite our efforts and the customer’s refusal to engage, the claim was granted, and now our account health is at risk.

This feels deeply unfair. According to Amazon’s A-to-Z Guarantee Policy, sellers are supposed to be given a chance to resolve issues with the buyer but we were completely denied that chance.

We followed Amazon’s rules. We acted in good faith. And now we’re being penalised for doing exactly what we were supposed to do.

We’re asking Amazon to review this case thoroughly, including the full message history and our support case, and remove the ODR impact from this unfair claim.

If any Amazon staff see this, please help escalate the matter. And if any sellers have faced similar situations and found a way to appeal successfully, your advice would be greatly appreciated.

@Seller_iTgjdgiRqiPsn @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK @Seller_TSXM2A5nxWSuH @Seller_fgtTzyHQfOM1x @Seller_XUNeUuvrQDpgP @Seller_gAhPNiLrkfTcr @Seller_VJ4XoAkjDpjPH @Seller_b91S9zQ2eKxLt @Seller_j9Bd91CW3ZVpr

Thank you,

needing some help. I have a personal account ordering £5/600 worth of units and then claiming a refund. The units are never returned. This person also has a seller account to the same address and is selling the same items they are stealing from me. This has occurred with every order they have placed, costing me over £1500. I need help asap to get this blatant fraud investigated and stopped. Also is there any way for me to get this money back ? Thanks

A customer claimed they didn't receive their order (£599.99) despite tracking showing the item delivered at their address. Customer opened an A-Z claim which was denied, they have now gone on to open a chargeback against us.

I'm trying to understand what the point is in A-Z if the customer can lose and then attempt a chargeback AS WELL?

It is not only frustrating as hell that a customer is trying to scam us but we now have to spend valuable time defending ourselves against multiple claims.

The other irritating thing about the chargeback is that we cannot attach any photographic evidence. Is there anywhere images can be uploaded?

We have had a customer put an A-Z in for an undelivered item reason below:

'Package didn't arrive' and customer comments;

'Customer comments: Is anything missing? Yes. What's missing? The entire package or received empty package. Did your address change? No. Reason Code: NOT_RECEIVED'

The item has been delivered with the POD image and the customer signature, this info was sent to the customer and they said they never sent for an A-Z claim and called us liars etc etc..

Sent a screenshot of the A-Z claim that was submitted with 'customer comments' and again they said they never did this, I explained to them that this was unlikely as it is usually triggered by a buyer contacting Amazon, however I can understand how the use of Amazon and contacting sellers via the messaging centre can be confusing etc..

They eventually agree to contact Amazon to remove the A-Z claim, which after about 24hrs it was.

Then this morning we have had an email saying;

'Your account has been debited the original shipping amount for order 206-1557330-1374740. This is because you did not refund the buyer for those costs.

As the buyer returned the item you are required to refund the original shipping costs'

Firstly, we are only required to refund shipping costs if the item is faulty and returned, of which the appliance is NOT faulty, and has NOT been returned?!?!'

Why have we been charged for the shipping costs we have passed on from the courier to transport a 55kg box over 1.5m long over water to the customers house, for no apparent reason or proof.

@Seller_Huz6FT08OxHAR@Seller_Udi0JNbTrsmUV@Seller_TSXM2A5nxWSuH