We’ve now faced a series of absolutely absurd A-to-z Guarantee claims where Amazon’s own documented policies were flat-out ignored. Here are four examples that make us question the entire point of even trying to follow Amazon rules:

1. Order 701-1856805-3309849

• Customer reason: “Performance or quality not adequate - Did not help solve my problem of a murky pond.”
• The listing never promises to clear murky ponds. It is clearly described as a mineral additive to improve pond health over time.
• The customer used the product, returned it partially consumed, seal broken, and packaging full of clay residue - obviously unsellable.
• We did exactly what Amazon’s return policy for consumables allows: issued a partial refund with restocking fee and return shipping the very next day after receiving it.

Amazon’s response?

Approved a full A-to-z claim. Deducted the entire amount from our account. Marked it against our ODR. Why even bother following your policy if partial refunds for opened consumables are ignored?

2. Order 701-0304238-6268220

• Original return reason: “Performance or quality not adequate - Too heavy.” Specs with exact weight were clearly listed on the product page.
• This is classic buyer’s remorse - they didn’t read the specs.
• Later, the story changed to “Damaged or defective item,” because apparently the box was damp from rain (the item inside was perfectly fine, no functional issues reported).
• The item was returned soaked, box torn apart, obviously used, we issued a partial refund with restocking fee and shipping as allowed for damaged returns.

Amazon’s response?

Granted a full A-to-z claim. Debited our account. Marked ODR. So apparently sellers are now fully responsible for customers ignoring product weights and returning items in ruined condition?

3. Order 702-7829227-5437008

• Customer bought an Aquascape mounting kit - the listing clearly says mounting brackets only, no lights included.
• Customer admits: “Thought they came with lights. Only mounting brackets so no need for them.”
• So obviously a buyer mistake.
• They filed an initial return as “Bought by mistake.”
• We processed it exactly as Amazon policy allows: partial refund with 20% restocking fee and shipping.

Amazon’s response?

Still granted a full A-to-z claim, withdrew the full amount from our account, and counted it against our ODR.

4. Order 702-0172484-3926620

• Customer literally wrote in direct message: “Thank you for your understanding. I completely misread the size. It is a beautiful decoy and unfortunately didn't work for us.”
• Original return reason: “Incompatible or not useful - Too large for our application.”
• Then suddenly changed to “Damaged or defective item.”
• The item was in perfect condition, exactly as listed. Even the buyer admitted it was simply too large for their pond - their mistake.

Amazon’s response?

Approved the A-to-z claim. Took money. Marked ODR. Completely ignoring that it was 100% buyer error.

So what’s the point of even having a return policy?

In every single one of these cases:

• We followed Amazon’s policy to the letter: partial refunds for buyer’s remorse, deducting restocking and shipping only as explicitly allowed.
• We issued these refunds immediately upon receiving the returned items - most within 24 hours of delivery to us.

Yet every time, we get the same canned response in appeals: “Because you did not refund the order within 5 days, the claim amount has been debited…”

Are you even reading the case files? We did refund - promptly, and exactly as your own policy directs, applying reasonable restocking for opened, damaged, or used items.

The big question:

Why should sellers care about carefully following Amazon’s written return policy - issuing partial refunds with legitimate deductions - if your team just overrides it all, forcibly refunds the entire amount, damages our ODR, and penalizes us for buyers who either didn’t read product listings or changed their minds after using the item?

If Amazon doesn’t actually uphold its own policies, then just be honest and delete them from the site. At least then we won’t waste hours carefully documenting returns, providing photos, and doing partial refunds exactly by your rules - only to be punished anyway.

@Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn @Christine_Amazon