A-to-Z Claim Refunded Despite Confirmed Delivery – Where’s the Protection for Sellers?
Hi everyone,
I wanted to share a frustrating experience that I’m sure many sellers can relate to.
A customer recently filed an A-to-Z claim stating they didn’t receive the package. However, the tracking clearly shows the item was delivered. Amazon reviewed the claim on their own—without any input from me—and saw the same delivery confirmation.
Here’s the message I received from Amazon:
"Tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
But I didn’t provide any information—Amazon simply saw the tracking data themselves.
So, what happened?
- The item was confirmed as delivered.
- The customer was refunded.
- I lost both the product and the money.
How is this fair?
This policy not only invites abuse but also places all the risk and financial burden on honest sellers. It's deeply discouraging to operate under such conditions where even confirmed delivery doesn't protect you.
Amazon seriously needs to rethink how A-to-Z claims are handled when valid delivery proof exists.
A-to-Z Claim Refunded Despite Confirmed Delivery – Where’s the Protection for Sellers?
Hi everyone,
I wanted to share a frustrating experience that I’m sure many sellers can relate to.
A customer recently filed an A-to-Z claim stating they didn’t receive the package. However, the tracking clearly shows the item was delivered. Amazon reviewed the claim on their own—without any input from me—and saw the same delivery confirmation.
Here’s the message I received from Amazon:
"Tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
But I didn’t provide any information—Amazon simply saw the tracking data themselves.
So, what happened?
- The item was confirmed as delivered.
- The customer was refunded.
- I lost both the product and the money.
How is this fair?
This policy not only invites abuse but also places all the risk and financial burden on honest sellers. It's deeply discouraging to operate under such conditions where even confirmed delivery doesn't protect you.
Amazon seriously needs to rethink how A-to-Z claims are handled when valid delivery proof exists.
9 replies
Seller_7LrAV0m5llaI7
So, you got a signature confirmation of delivery?
Yes, because they didn't get the item, it wasn't received by the customer. It could have been delivered to the wrong address, or stolen before the customer got home.
- I lost both the product and the money.
How is this fair?
In these situations, it's not Amazon's fault. You would report a non delivery to the carrier and open up an investigation and get paid out via the carrier's insurance.
Seller_idpNaCdUGMq25
Sorry to hear your dealing with this. I dealt with a similar issue last year, it was a major loss. The item was delivered, and signed for clearly by the customer. Amazon sided with them and refunded the money. You got lucky, as it hit my ODR; all pleading with Amazon over this fell upon deaf ears. ODR resulted in significant revenue loss.
Its a shame. I was not able to recoup any funds from couriers due to non delivery, as it was delivered and signed for. A to Z is being used almost daily as a modern day thievery technique.
Joey_Amazon
Hey @Seller_DSQ284R2gVfI6,
Thank you for posting here at the Seller Forums!
I would like to review all of the details associated with this claim and determine what options you might have to proceed. Please share the Order ID associated with this A-to-Z Claim.
- Joey
