Amazon facilitating fraud through A-to-Z claims
We have sold for 6+ years and have never experienced something like this. Amazon has facilitated fraud for a buyer through a false A to Z claim and they have denied our appeal before we even appealed.
The buyer placed an order for an item worth over $500. He files a return request a few days later and we authorized the return right away. A few days go by and we receive a claim for the order stating that we have received the package and the refund has not been sent. The buyer then posts tracking information for a Canada Post shipment that was sent to an Amazon FBA warehouse.
The tracking shows delivered to a different city than our warehouse. Amazon accepts this as valid tracking, and says we have received the item and refunds the full amount to the customer. They deny an appeal before we are given a chance to appeal. We actually received the "appeal denied" email before we received the "claim decision" email.
The buyer has simply pretended to return the item, posted fake tracking for a different FBA order return and Amazon has accepted this and refunded him the full amount of $574.01. I am beyond confused as to how someone could accept this as a valid return and not even give us a chance to appeal.
Amazon facilitating fraud through A-to-Z claims
We have sold for 6+ years and have never experienced something like this. Amazon has facilitated fraud for a buyer through a false A to Z claim and they have denied our appeal before we even appealed.
The buyer placed an order for an item worth over $500. He files a return request a few days later and we authorized the return right away. A few days go by and we receive a claim for the order stating that we have received the package and the refund has not been sent. The buyer then posts tracking information for a Canada Post shipment that was sent to an Amazon FBA warehouse.
The tracking shows delivered to a different city than our warehouse. Amazon accepts this as valid tracking, and says we have received the item and refunds the full amount to the customer. They deny an appeal before we are given a chance to appeal. We actually received the "appeal denied" email before we received the "claim decision" email.
The buyer has simply pretended to return the item, posted fake tracking for a different FBA order return and Amazon has accepted this and refunded him the full amount of $574.01. I am beyond confused as to how someone could accept this as a valid return and not even give us a chance to appeal.
13 replies
Seller_eXjFFkCJ9hTBs
Lawyers need to be involved.
This is straight up fraud and Amazon is letting it happen.
Josh_Amazon
Hello @Seller_AaxWJAxpazwGQ,
Thank you for contacting Amazon Forums!
I understand your situation with this A-to-Z claim that was granted to the customer that you are unable to appeal. We really appreciate your contributions and business with Amazon, so please rest assured that we are here to help you.
I was reviewing your account and didn't find any related cases with Seller Support. Can you please confirm if you did? and if so, can you give me the case number so I can look into it for you?
In the mean time, you can go to the following resources that will help you with appealing an A-to-Z claim:
Appeal an A-to-z Guarantee Claim
Respond to an A-to-z Guarantee Claim
Amazon’s A-to-z Guarantee claims
I hope this information helps.
Kind Regards,
-Josh
Seller_tWGTopbulfE5Z
Open a case, explain what happened.
Then they will reply with meaningless uselessness.
Reopen the case and ask for a call from a captive agent in leadership.
Schedule the call during a weekday, during the day.
As far as I am concerned, if Amazon does not fix the A-Z department soon, a full seller revolt will occur.
Its the worst, most inept, seller hating department that Amazon has.
Every person there should either be fired, or retrained to work elsewhere, and the A-Z department needs to be rebuilt from scratch.
A-Z claims that generate ODRs, will literally destroy your account.
You lose featured and you might as well be on the ninth page of a google search, you will see sales drop to none.
Seller_VWH3L8aWpXh3d
Oh ya its VERY well documented that many customers are fully aware of amazon's joke policy and abuse it/fraud it in many different ways. If its FBA they will say they got a 'different item' i had one person send back a bottle of cologne which I recelived when I did a FBA removal request of my returns, instead of a pokemon card pack lol, so you can imagine what happened there. Amazon doesn't follow through or care if I bring it up to them. They just will believe the buyer, customer is always right, to make them happy
Another thing they do is allow VTR exempt shipments for FBM without tracking but then show verbiage on order page such as 'Your order may be lost' so customers feel motivated to say they didnt get their item and get their money back. Whenever I post about this, its always ignored, like good old JOsh_Amazon above never bothers commenting on that kind of stuff. Or they say talk to seller support (also known as robots); im considering a large class action lawsuit against them for negligence
