Hello Amazon Seller Community,

I want to share a recent experience and seek your advice. In my Amazon Canada store, a customer filed an A-to-Z Guarantee claim, stating "Package did not arrive," and "Reason Code: NOT_RECEIVED", the package was refused by the customer and returned to the shipper.

Situation Summary:

Order: 701-9930183-3773058 and 702-0593142-6815407

This customer actually purchased two orders in the same products to us in the same time and we sent an email to confirm the order details before we arranged the shipment. And the customer replied us "yes! everything is correct", so we arranged the shipment of his orders. And we sent a remind email of the shipment details (products quantities; package quantities; tracking numbers) after we arranged the shipments. Everything was good for now.

After five days, the customers sent an email in amazon states “The customer would like to cancel this shipment because it was just a duplicate order", "The customer would like get the refund right away.". The packages were on the way and would be delivered in a few days. They were almost delivered to his address.

And the customer replied "Hello ! I think it was a big miss understanding . We ordered 2 E bikes with front and rear baskets on the 26 April . then Amazon wrote an email that our order was suspended because of suspicious access to our account ! So we had to set up a new account and a new password and placed a new order ! When I confirmed you shipping information I saw the image of that ordered bike with the no. 2 , what tells me were talking about 2 bikes ,that's why I confirment . We never independent to order 4 bikes !!!". It seems a mistake by amazon system not us or the customer. We are the victim in this claim.

Finally the customer refused the two packages of them and they were returned to our warehouse. However, there are scratches in the products because of the shipping transit and return transit. And we can't sell them in brand new again. Also, There is something missing in the return package. We do not find the front and rear basket in the return package. The customer do not return the basket set of his order to us. We only get the ebike in the return package! There are missing the parts in the return package which make us can't sell it in brand new anymore. There are two basket set missing and it's $398 and the customer should pay for them.

I submitted a detailed appeal to Amazon, providing all necessary evidence.



However, amazon have granted an A-to-z Guarantee claim of $1,792.98 on order 702-0593142-6815407 and 1,416.92 on order 701-9930183-3773058.



This decision clearly puts sellers in a difficult position and facilitates dishonest customers. Amazon should take responsibility for this duplicate order not just stand by the customer side.



I urge Amazon to protect its sellers' rights and adopt a fairer stance against the dishonest customers. I request the forum authorities to review my complaint and reconsider the decision and refund the money of missing basket sets to our account. I also encourage other sellers who have faced similar situations to voice their concerns, so we can collectively prevent such unjust decisions by the amazon system.



Thank you for your attention and support.