We sent out an order by Parcelforce which was and signed for tracked service. We have proof of deliver/picture/gps for the delivery and can confirm that this was delivered. An a-z claim was made and was granted and we made an appeal but was denied. Can i please have some help in this matter

@Seller_DNQGSsdC7DccM @Seller_mIRnuhdx7l5sN @Seller_TSXM2A5nxWSuH @Seller_XUNeUuvrQDpgP @Seller_j9Bd91CW3ZVpr @Seller_Udi0JNbTrsmUV@Seller_gAhPNiLrkfTcr

I encountered a case of performance penalties caused by a third-party logistics error. I am now raising questions about the implementation of the policy and kindly request an official response:

Order number 203-6845144-2873913

Event Timeline

1 Logistics Delivery Failure

Carrier EVRi tracking number H01SRA0017365532 shows:

10 July 2025 at 08:55, notification: ‘Package delayed, delivery on the next working day’

No further delivery records were recorded, confirming carrier responsibility

2 Seller's Proactive Intervention

We emailed the buyer on 11 July: ‘The package may be delayed at the local hub. We recommend you contact EVRi directly for inquiries, and we will simultaneously urge the carrier to resolve the issue.’

Simultaneously, we urgently contacted EVRi to request an explanation of the situation

3 Buyer Ignores Negotiations and Directly Files a Claim

Despite our explicit request for the buyer to wait for the logistics investigation (with multiple updates provided from 11 July to 25 July)

The buyer still initiated an A-to-Z claim on 1 August, and Amazon promptly processed the refund.

Core points of contention

Please explain the following policy enforcement issues:

1. According to the Amazon Logistics Liability Policy: Sellers are not responsible for carrier operational issues.

We have provided valid tracking information and proven compliance with shipping requirements.

The logistics delay occurred during the final delivery stage (within EVRi's scope of responsibility).

Why is ODR still being charged to the seller's account?

2 When the seller proactively coordinates and requests the buyer to wait,

does the buyer's direct claim bypassing negotiation violate Article 3 of the A-to-Z Policy?

Why does Amazon support such claims?

3 How does the platform address the following systemic vulnerabilities:

Sellers bear the financial losses (refunds) caused by logistics provider errors

While also facing performance penalties (ODR)

Yet unable to hold the actual responsible party (carrier) accountable

Seller's requests

1 Request to remove the ODR record for this order

2 Establish a logistics liability exemption mechanism:

If logistics records prove the seller has fulfilled their obligations, end-to-end package loss/delays shall not be counted toward performance metrics

3 Require buyers to respond to the seller's negotiation request before initiating a claim

This case exposes the current policy, which makes sellers the sole party responsible for logistics issues. We comply with the rules yet suffer double losses. We earnestly request the team to re-examine the liability determination logic.

Other sellers facing similar carrier issues are welcome to discuss solutions.

Hi guys,

Have a look at this:

Schrodinger's paradox. Delivered and Undelivered at the same time.

I am growing very tired of customers abusing the A2Z system, this is no longer (was it actually ever?) fit for purpose.

Once upon a time, I enjoyed selling on Amazon but now every day is causing me to fall deeper into depression. I now dread logging on and seeing how many fraudsters have emailed that they have not received their items or how many new violations are in my AH that I have to address before I even start my day

Order ID: 026-5756528-0752359

Customer messaged me stating they only received one item even sent a photo of what they received, which clearly shows that they did receive both as they were both packed together in a single clear packet and this can be seen.

Customer then files a claim stating they never received their order. #LIAR

I have a message from the customer stating they did receive but claimed they only received 1 item which I provided to the claim team.

Decision: Granted Seller-funded and ODR impacted.

Appealed and they upheld their decision.

It really is becoming worse and YouTube is full of videos teaching people how to get free stuff and what to write in claims to guarantee refunds. Amazon is becoming a site for fraudsters and they are allowing them. They are no worse than people walking into a shop and swiping goods off shelves and walking out.

Dear Amazon Mods @Seller_iTgjdgiRqiPsn @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK @Seller_TSXM2A5nxWSuH @Seller_fgtTzyHQfOM1x @Seller_gAhPNiLrkfTcr @Seller_VJ4XoAkjDpjPH@Seller_j9Bd91CW3ZVpr

Hi

Customer returned an item that we didnt sell them. Upon receipt we took this up with the customer who said its not their fault they put the wrong labels on the wrong returns. They then filed an A-z

We appealed with photos of the item received and still lost ... and the A-z counts against us too.

Ive also noticed that pretty much all A-z's are lost now even when they have been delivered with tracking and photo.. just because the customer says so. What is the point of Amazon shipping if it protects you from nothing?

Anyway - the order number is : 203-6643416-3855558

Im hoping that the board admins can ask a real person to look at this and reverse it.

@Seller_DNQGSsdC7DccM@Seller_TSXM2A5nxWSuH