Unfair A-to-Z Guarantee Decision and Ignored Evidence
Dear Amazon Support Team,
As a long-time seller on Amazon, I have always prioritized providing the best service to my customers. However, I am deeply disappointed with the recent A-to-Z Guarantee claim decision made regarding one of my orders.
I provided complete and clear evidence to Amazon regarding the delivery process, including:
Delivery date and time, as confirmed by the shipping company.
Delivery photo taken at the time of delivery.
Despite these indisputable pieces of evidence, the customer’s claim of “Item not received” was accepted, and a refund was issued. What is even more frustrating is that Amazon has stated that my evidence has been accepted, and therefore my ODR score will not be affected, yet the decision still favors the customer.
If my evidence is valid and accepted, why was the customer’s unfounded claim not denied? This raises serious concerns about the protection of sellers on the platform and leaves the system vulnerable to abuse by dishonest customers.
This decision has directly impacted me in the following ways:
I have incurred a financial loss due to this unfair resolution.
As a seller, I feel unprotected, and this undermines my confidence in the platform.
I respectfully request that this decision be reviewed and overturned. Additionally, I urge Amazon to implement stronger measures to protect sellers from similar unfair situations in the future.
I look forward to your response and appreciate your understanding.
Unfair A-to-Z Guarantee Decision and Ignored Evidence
Dear Amazon Support Team,
As a long-time seller on Amazon, I have always prioritized providing the best service to my customers. However, I am deeply disappointed with the recent A-to-Z Guarantee claim decision made regarding one of my orders.
I provided complete and clear evidence to Amazon regarding the delivery process, including:
Delivery date and time, as confirmed by the shipping company.
Delivery photo taken at the time of delivery.
Despite these indisputable pieces of evidence, the customer’s claim of “Item not received” was accepted, and a refund was issued. What is even more frustrating is that Amazon has stated that my evidence has been accepted, and therefore my ODR score will not be affected, yet the decision still favors the customer.
If my evidence is valid and accepted, why was the customer’s unfounded claim not denied? This raises serious concerns about the protection of sellers on the platform and leaves the system vulnerable to abuse by dishonest customers.
This decision has directly impacted me in the following ways:
I have incurred a financial loss due to this unfair resolution.
As a seller, I feel unprotected, and this undermines my confidence in the platform.
I respectfully request that this decision be reviewed and overturned. Additionally, I urge Amazon to implement stronger measures to protect sellers from similar unfair situations in the future.
I look forward to your response and appreciate your understanding.
3 replies
Seller_7LrAV0m5llaI7
So, you provided Amazon the signature confirmation of delivery, that shows that the customer received the item in their hands?
You would go through your carrier shipment insurance or business insurance to cover the loss of a parcel that does not arrive or is misdelivered. It's not Amazon's fault that you did not ensure the customer received the item and that the customer had to file an a to z claim to get their refund.
Ricardo_Amazon
Hello @Seller_bZuYKxvvkI2tf,
If you have signature confirmation, please reply back to this message and I can help you escalate and dispute this decision with our A-to-Z Escalations team.
Ricardo
