Hey fellow sellers,
I’m genuinely shocked by what I’m experiencing right now and wanted to share this with you. Has anyone gone through something similar? How did you handle it?
A customer placed an order with my store. The package was shipped without issues, successfully delivered, and I even have a photo of the exact delivery moment.
However, the customer kept reaching out, insisting they never received the package. Each time, I provided tracking details and a delivery photo, yet they continued claiming non-receipt and ultimately filed an A-to-Z claim.
And this is where things got unbelievable.
Amazon accepted the customer’s claim without any supporting evidence! Despite having official tracking details, carrier confirmation, and even a delivery photo, Amazon ruled in the buyer’s favor and refunded them at my expense!
Of course, I immediately appealed. But Amazon support rejected my appeal, stating that I provided "insufficient evidence." Insufficient evidence? I have a photo proving the package was at the customer’s address—what more could they possibly need?
You know what’s even crazier?
I cross-checked the delivery photos with Google Maps and other publicly available sources and confirmed that the images from the carrier perfectly match the delivery address on record.
Amazon’s solution to this? Absolutely nothing!
Honestly, I have no doubt that the customer is holding my product right now. They’re probably staring at their phone, laughing to themselves, thinking, "I can’t believe I got away with this!"
I’ve provided all the evidence, yet I’m the one at a loss, while the customer only needed to send a single message to get their money back.
Is A-to-Z Guarantee actually protecting honest sellers, or is it becoming a serious risk for us?
Does Amazon truly stand by its sellers in situations like this? Have any of you successfully fought an unfair claim and won?
Would love to hear your thoughts!
