Urgent Appeal: A-to-Z Refund Issued Despite Proof of Delivery — Order 701-3757169-8601036
Dear Amazon Team,
We are writing to formally request a re-investigation of the A-to-Z claim filed for the following order:
Order ID: 701-3757169-8601036
Product Amount: CAD 902.87
Shipping Carrier: UPS
Delivery Date: June 10, 2025, at 16:08
Recipient: Signed by Tony
The shipment was sent using UPS Adult Signature Required service, ensuring that the package could only be delivered to and signed for by an adult at the delivery address. UPS tracking confirms that the package was successfully delivered on June 10, 2025, at 16:08, and was signed for by Tony, as documented in the attached proof of delivery.
Despite this clear evidence of delivery and signature confirmation, Amazon issued a refund to the customer. The customer’s claim that they did not receive the package directly contradicts the verified delivery records. This has caused unfair harm to our account health and ODR, even though we fully fulfilled our obligations as a seller.
We respectfully request the following:
✅ A thorough re-investigation of this claim.
✅ Reversal of the refund issued.
We have always aimed to provide excellent customer service and ensure safe and reliable deliveries. We believe this case represents an abuse of the A-to-Z guarantee, and we ask for Amazon’s fair support to protect third-party sellers from such fraudulent claims.
Thank you for your attention and assistance. We look forward to your reply.
Best regards,
Celina
JIYDUX
@Daryl_Amazon @Ricardo_Amazon@Jurgen_Amazon
@Daryl_Amazon @Nano_Amazon@Lucre_Amzn@Christine_Amazon@Sunnie_Amazon
Urgent Appeal: A-to-Z Refund Issued Despite Proof of Delivery — Order 701-3757169-8601036
Dear Amazon Team,
We are writing to formally request a re-investigation of the A-to-Z claim filed for the following order:
Order ID: 701-3757169-8601036
Product Amount: CAD 902.87
Shipping Carrier: UPS
Delivery Date: June 10, 2025, at 16:08
Recipient: Signed by Tony
The shipment was sent using UPS Adult Signature Required service, ensuring that the package could only be delivered to and signed for by an adult at the delivery address. UPS tracking confirms that the package was successfully delivered on June 10, 2025, at 16:08, and was signed for by Tony, as documented in the attached proof of delivery.
Despite this clear evidence of delivery and signature confirmation, Amazon issued a refund to the customer. The customer’s claim that they did not receive the package directly contradicts the verified delivery records. This has caused unfair harm to our account health and ODR, even though we fully fulfilled our obligations as a seller.
We respectfully request the following:
✅ A thorough re-investigation of this claim.
✅ Reversal of the refund issued.
We have always aimed to provide excellent customer service and ensure safe and reliable deliveries. We believe this case represents an abuse of the A-to-Z guarantee, and we ask for Amazon’s fair support to protect third-party sellers from such fraudulent claims.
Thank you for your attention and assistance. We look forward to your reply.
Best regards,
Celina
JIYDUX
@Daryl_Amazon @Ricardo_Amazon@Jurgen_Amazon
@Daryl_Amazon @Nano_Amazon@Lucre_Amzn@Christine_Amazon@Sunnie_Amazon
2 replies
Sunnie_Amazon
Hello, @Seller_LKCbxNIQ70MoJ,
I know this situation is really frustrating, and it's having a big impact on your business. I'm sorry you're dealing with this.
Amazon has something called the A-to-z Guarantee. It's there to make sure customers get what they ordered, in good condition, and on time - whether they buy directly from Amazon or from other sellers like you.
Sometimes things go wrong, and that's okay. We give you time to gather information and explain your side of the story. We look at each case carefully and try to be fair to everyone.
Not only that, but we know that sometimes packages get delayed because of shipping problems or customs issues. This can happen to anyone, even Amazon!
If a customer doesn't get their order by the date we promised, they can contact our customer service. We'll look into what happened and might send a new item or give a refund.
Here's some helpful info:
If we decide in the customer's favor, they don't have to send the item back. But don't worry - you have 30 days to appeal if you think we made a mistake. This is your chance to give us any new information.
Here are some additional tips on A-to-Z Guarantee claims:
Avoiding A-to-Z Claims:
- Ship orders on time and use a reliable carrier
- Clearly communicate your shipping policies to customers
- Package items securely to prevent damage
- Respond promptly to customer inquiries
Handling A-to-Z Claims:
- Gather all evidence and documentation about the order
- Communicate proactively with the customer to resolve the issue
- Submit a detailed appeal within 30 days if you disagree with the decision
- Provide tracking information, delivery confirmations, and any other relevant proof
The key is to be transparent, responsive, and provide as much supporting evidence as possible. This gives you the best chance of successfully appealing an A-to-Z claim.
These help pages have more information for you:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Before I raise this concern to our escalations team, could you please share your Case ID where you can confirm you already sent all proof and any applicable details?
-Sunnie
