Package was delivered but scammer buyer claimed not to have received it and filed an A-to-Z claim
Dear Amazon Support Team,
We understand this is a busy period, and we wish you health, happiness, and success in the new year.
For order number 702-7849445-4049863, our customer placed an order for 2 units of the product with ASIN code B0CBWN43NL. Due to the large size of the items, the order was shipped in two separate packages. Both packages were delivered to the customer before the promised delivery date of December 17, 2024. Upon shipment, we sent the customer a message via Amazon with the tracking numbers for the packages.
Delivery details for the packages are as follows:
1. UPS:
o Tracking number: 1Z1X67256824911601
o Delivery date: December 5, 2024, at 6:54 PM
o Delivery confirmation: A photo was taken by UPS confirming delivery.
2. FedEx:
o Tracking number: 770457234010
o Delivery date: December 6, 2024, at 12:32 PM
o Delivery confirmation: Proof of Delivery (POD) is available.
The customer has misused Amazon’s A-to-Z Guarantee Policy by falsely claiming they did not receive the items, thereby receiving a refund of CAD 1019.49, while the items are still in their possession. Both UPS and FedEx have provided clear evidence of delivery to the customer.
As a small Amazon seller, this amount is significant for our business, and we rely on Amazon to protect honest sellers like us from malicious customer behavior. Therefore, we respectfully request the following:
1. Consider the provided Proof of Delivery and resolve the A-to-Z claim in our favor,
2. Refund the deducted amount of CAD 1019.49,
3. Remove the impact on our account health caused by this issue (adjusting the ODR increase).
We are committed to adhering to Amazon’s policies and providing excellent service. We trust that Amazon will protect fair business practices and support its sellers in situations like this. Thank you for your understanding and assistance in resolving this matter.
Best regards,
KNY Hilversum
Package was delivered but scammer buyer claimed not to have received it and filed an A-to-Z claim
Dear Amazon Support Team,
We understand this is a busy period, and we wish you health, happiness, and success in the new year.
For order number 702-7849445-4049863, our customer placed an order for 2 units of the product with ASIN code B0CBWN43NL. Due to the large size of the items, the order was shipped in two separate packages. Both packages were delivered to the customer before the promised delivery date of December 17, 2024. Upon shipment, we sent the customer a message via Amazon with the tracking numbers for the packages.
Delivery details for the packages are as follows:
1. UPS:
o Tracking number: 1Z1X67256824911601
o Delivery date: December 5, 2024, at 6:54 PM
o Delivery confirmation: A photo was taken by UPS confirming delivery.
2. FedEx:
o Tracking number: 770457234010
o Delivery date: December 6, 2024, at 12:32 PM
o Delivery confirmation: Proof of Delivery (POD) is available.
The customer has misused Amazon’s A-to-Z Guarantee Policy by falsely claiming they did not receive the items, thereby receiving a refund of CAD 1019.49, while the items are still in their possession. Both UPS and FedEx have provided clear evidence of delivery to the customer.
As a small Amazon seller, this amount is significant for our business, and we rely on Amazon to protect honest sellers like us from malicious customer behavior. Therefore, we respectfully request the following:
1. Consider the provided Proof of Delivery and resolve the A-to-Z claim in our favor,
2. Refund the deducted amount of CAD 1019.49,
3. Remove the impact on our account health caused by this issue (adjusting the ODR increase).
We are committed to adhering to Amazon’s policies and providing excellent service. We trust that Amazon will protect fair business practices and support its sellers in situations like this. Thank you for your understanding and assistance in resolving this matter.
Best regards,
KNY Hilversum
10 replies
Seller_ryBFOuFVQ1KFf
@Ricardo_Amazon @Sunnie_Amazon @Daryl_Amazon @Lucre_Amzn
Seller_I243tlANJDFaQ
Did you request a signature? If you sent items of larger value with out a signature unfortunately this was your error. Amazon will only accept a signature as proof of delivery so it is best to request one on any order that your do not want to loose.
Sorry for the loss but a signature should have been required for items of the value discussed.
Nano_Amazon
Hello @Seller_ryBFOuFVQ1KFf
Thanks for reaching out to Amazon Forums. For order #702-7849445-4049863, while you have provided tracking information showing delivery, please note that as @Seller_I243tlANJDFaQ mentions, for high-value items, delivery confirmation with signature is typically required to successfully appeal an A-to-z claim for non-receipt.
To protect your business against similar situations in the future, please review the "What if a buyer says they didn't receive their order?" help page in Seller Central, which outlines best practices for shipping high-value items.
For specific guidance about this claim and your options, please contact Seller Support to open a case. They can review the full details of your situation and provide appropriate next steps.
Kind regards,
Nano
