Requesting Reversal of A‑to‑Z Not Delivered Claim – Customer Picked Up Item at Canada Post After Refund Was Issued (Order 701‑5844249‑1548241)
Hello Moderators,
I am requesting a review and reversal of the A‑to‑Z Guarantee claim for Order 701‑5844249‑1548241, which was granted to the customer on December 16 under the reason “Not Delivered.”
Below is the full timeline demonstrating that the customer received both the refund and the product, resulting in a loss to us and an unfair ODR strike.
Timeline of Events
Dec 1: Order shipped with valid Canada Post tracking 4015988716020881.
Dec 8: Delivery attempt made; notice card left for pickup.
Dec 13: Customer contacted Amazon Customer Service and stated:
“customer cant pick the item and no longer want to wait for it so we would like to request for the refund to be process.”
Dec 15: Final pickup notice issued by Canada Post.
Dec 16: Amazon approved the A‑to‑Z claim and issued a full refund to the customer.
Dec 20: Filed an appeal which was denied by A-to-Z Claims team
Dec 22: Canada Post tracking shows the customer picked up the package, six days after receiving the refund.
The package would have been automatically returned to us if the customer had simply not picked it up, which their full refund would be reasonable.
Why This Claim Should Be Reversed
We fulfilled all seller obligations: shipped on time, provided valid tracking, and the carrier made a delivery attempt.
The customer explicitly stated they could not pick up the package and requested a refund.
Despite this, they still picked up the item after being refunded, resulting in them keeping both the product and the refund.
This is a clear misuse of the A‑to‑Z process and creates an unfair financial loss for the seller.
The resulting Order Defect Rate strike is not reflective of any seller fault.
Request
We respectfully request:
Reversal of the A‑to‑Z claim,
Reimbursement for the item value,
Removal of the ODR strike associated with this order.
Thank you for reviewing this case. We appreciate your help in correcting this issue.
@JiAlex_Amazon
@Lucre_Amzn
@Ricardo_Amazon
@Sunnie_Amazon
@Daryl_Amazon
@Josh_Amazon
@Roberto_Amazon
@Christine_Amazon
@Sandy_Amazon
@Xander_Amazon
@NR_Amazon
@Glenn_Amazon
@Cooper_Amazon
@Joey_Amazon
Requesting Reversal of A‑to‑Z Not Delivered Claim – Customer Picked Up Item at Canada Post After Refund Was Issued (Order 701‑5844249‑1548241)
Hello Moderators,
I am requesting a review and reversal of the A‑to‑Z Guarantee claim for Order 701‑5844249‑1548241, which was granted to the customer on December 16 under the reason “Not Delivered.”
Below is the full timeline demonstrating that the customer received both the refund and the product, resulting in a loss to us and an unfair ODR strike.
Timeline of Events
Dec 1: Order shipped with valid Canada Post tracking 4015988716020881.
Dec 8: Delivery attempt made; notice card left for pickup.
Dec 13: Customer contacted Amazon Customer Service and stated:
“customer cant pick the item and no longer want to wait for it so we would like to request for the refund to be process.”
Dec 15: Final pickup notice issued by Canada Post.
Dec 16: Amazon approved the A‑to‑Z claim and issued a full refund to the customer.
Dec 20: Filed an appeal which was denied by A-to-Z Claims team
Dec 22: Canada Post tracking shows the customer picked up the package, six days after receiving the refund.
The package would have been automatically returned to us if the customer had simply not picked it up, which their full refund would be reasonable.
Why This Claim Should Be Reversed
We fulfilled all seller obligations: shipped on time, provided valid tracking, and the carrier made a delivery attempt.
The customer explicitly stated they could not pick up the package and requested a refund.
Despite this, they still picked up the item after being refunded, resulting in them keeping both the product and the refund.
This is a clear misuse of the A‑to‑Z process and creates an unfair financial loss for the seller.
The resulting Order Defect Rate strike is not reflective of any seller fault.
Request
We respectfully request:
Reversal of the A‑to‑Z claim,
Reimbursement for the item value,
Removal of the ODR strike associated with this order.
Thank you for reviewing this case. We appreciate your help in correcting this issue.
@JiAlex_Amazon
@Lucre_Amzn
@Ricardo_Amazon
@Sunnie_Amazon
@Daryl_Amazon
@Josh_Amazon
@Roberto_Amazon
@Christine_Amazon
@Sandy_Amazon
@Xander_Amazon
@NR_Amazon
@Glenn_Amazon
@Cooper_Amazon
@Joey_Amazon
9 replies
Seller_qb8gdA0Ou6WSh
I believe this “free product” loophole really needs to be addressed. In cases like this, an A‑to‑Z claim should only be granted once Canada Post updates the tracking to show that the package is officially being returned to the sender after the pickup window has expired.
Right now, a customer can simply say they “can’t pick up the item,” or "Item did not arrive", receive a full refund, and then still go pick up the package afterward — exactly what happened in this case. This creates a clear opportunity for fraud and system abuse, and it’s extremely unfair to sellers who have fulfilled all their obligations.
Customers can easily claim they were unable to pick up the parcel because it was redirected to a Canada Post office, and sellers are left with both the financial loss and an ODR strike.
I can only imagine how many sellers have experienced similar losses, because this seems like a fairly common scenario.
If anyone else has gone through something like this, please share your experience here. The more visibility this issue gets, the better chance we have of seeing this loophole fixed.
Kam_Amazon
Hey there, @Seller_qb8gdA0Ou6WSh- appreciate you taking the time out to send us a message.
I investigated the claim for Order 701-5844249-1548241 and found that Amazon Buy Shipping wasn't used for the shipment. Because of this, the appeal was denied even though you shipped on time and the customer ultimately picked up the package.
When you use our Buy Shipping, orders get automatic A-to-Z claim protection with complete tracking integration. This means delivery attempts and pickup availability are properly verified in our system, and you're covered even when customers file claims for packages awaiting pickup. Without Buy Shipping, claims are decided based on delivery windows alone, regardless of whether the customer eventually receives the item.
I know this isn't the outcome you were hoping for, but moving forward, I highly suggest you use Amazon Buy Shipping for merchant-fulfilled orders to ensure you have the protection you need.
Seller_grXcGXgurvUkr
I agree - the team that decides to reverse claims are automatons, that are poorly paid, from overseas, and they do what they are told to do - they do not take anything into consideration and put the customer on the highest possible pedistal and deny everything even if its clear the customer committed fraud. This is one aspect of Amazon I detest as a seller - their 360 degree failure to consider the seller's point of view.
