Update to my prior post on this A-Z claim - Yesterday I appealed an A-Z claim from a buyer that had had a concern their package wasn't being delivered to the correct location.

On July 10th the package was delivered and to ensure that Amazon had proof I messaged the customer and asked if they received the package and the customer confirmed they had.

I appealed with this proof that it was delivered and had been delivered within the window of July8-18 and the A-Z claims person denied it and continued to grant the A-Z claim!

Why was my appeal denied?

We received the tracking information you provided for order 114-1401759-7555464. However, you did not provide the carrier name or it does not show any tracking information on the carrier's website.

The denial reason claims tracking is the issue. And while it may have been confusing to this Agent the tracking was given and showed delivery. Above that the customers direct confirmation of delivery overrides any tracking confusing and that information was submitted to the agent proving it. And yet they still granted it and have stolen my money after I did everything to demonstrate it was done correct.

Please help this cannot be done to sellers.

@Seller_vtQxROP6UNr1O

@Seller_p6OFPTiQ65IG6

@Seller_7I1InA30aApWy

@Seller_WIFV02H2XUFgS

To all of you food related items sellers.

How do you deal with the "FREE FOOD ACT" of Amazon? I'm curious, a new, but may not be for long seller on Amazon. Just got my first "Different item" authorized refund request with FBA. How can a bag of coffee beans be a different item?

Is there a way to have it returned to the seller address for inspection?

Should we go over our national health obligation? Amazon is greater than health Canada?

I won't talk too loud for now, but maybe, somebody is enjoying my life sustaning activity for me. Next would be a marketing program for the "FREE FOOD ACT"... really a joke

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

Customer exclaimed they loved the product that they purchased from our store, but only gave us three stars due to the amount of time it took them to receive their order, which was shipped via FBA.. justifiably, they left 3 stars, not knowing that this was shipped by Amazon.

I've reported this review (no response), emailed customer support (no response) and started a case with seller support, to which they've told me to report the review again, since they can't do anything about it.

The review was negatively impacted from the quality of shipping from Amazon, not the product.. so I believe this is grounds for removal.. any tips to get some attention on this? Or keep trying?

We have been selling on Amazon for almost ten years and this is the first time we have had such an experience.

The buyer purchased the item and then submitted a cancellation request less than 24 hours later.

We cancelled the item as per their request before it was due to be shipped.

A few weeks go by and we receive a feedback "ANOTHER GREEDY SUB-SUPPLIER. SCAM AVOID" with a one star rating. The feedback itself makes no sense to me, I am guessing a competitor who is desperate did this.

We submitted a support case and the Amazon associate was extremely unhelpful and only replied with copy/paste generic information.

The order itself shows no buyer information, no way to contact them at all as the order has been cancelled.

I am hoping someone from Amazon will see this and help us as this negative review is completely unwarranted and having a big affect on our Account Health and sales.

Support case ID - 18069195681

Thank you