Unfair A-to-Z Claim Approved Even with Signature Proof
Hi everyone,
I’d like to share an issue we’ve been dealing with and ask if anyone has faced something similar or found a way to resolve it.
We shipped a product with signature confirmation, and tracking clearly shows it was received and signed for by the customer. After delivery, the customer even sent us a photo of the product through Amazon messages — not to confirm delivery, but to ask some questions about it. So it’s clear the item was delivered.
Despite this, the customer filed an A-to-Z claim stating that they didn’t receive the item, and Amazon granted the claim.
We submitted two appeals with all relevant evidence — delivery confirmation with adult signature and the customer’s own message showing they had the product. Both appeals were denied.
We’ve tried to escalate the issue four times, and each time the response from Amazon was that the internal team reviewed the case and is standing by their decision, with no option for further discussion.
At this point, we’re unsure what else can be done.
Has anyone dealt with a similar situation where A-to-Z was granted despite signature confirmation and clear buyer communication?
Is there truly no path to escalate this any further?
Any insight or advice would be greatly appreciated. Thanks in advance!
Order ID 113-2513369-3478618
Unfair A-to-Z Claim Approved Even with Signature Proof
Hi everyone,
I’d like to share an issue we’ve been dealing with and ask if anyone has faced something similar or found a way to resolve it.
We shipped a product with signature confirmation, and tracking clearly shows it was received and signed for by the customer. After delivery, the customer even sent us a photo of the product through Amazon messages — not to confirm delivery, but to ask some questions about it. So it’s clear the item was delivered.
Despite this, the customer filed an A-to-Z claim stating that they didn’t receive the item, and Amazon granted the claim.
We submitted two appeals with all relevant evidence — delivery confirmation with adult signature and the customer’s own message showing they had the product. Both appeals were denied.
We’ve tried to escalate the issue four times, and each time the response from Amazon was that the internal team reviewed the case and is standing by their decision, with no option for further discussion.
At this point, we’re unsure what else can be done.
Has anyone dealt with a similar situation where A-to-Z was granted despite signature confirmation and clear buyer communication?
Is there truly no path to escalate this any further?
Any insight or advice would be greatly appreciated. Thanks in advance!
Order ID 113-2513369-3478618
43 replies
Seller_OvL8C4BJWiuS9
All the time, if you do not use Amazon buy shipping, you could hand deliver it and it wouldn't matter.
Seller_6EVfXhf67c3zw
@Quincy_Amazon @Dominic_Amazon@Rose_Amazon@Tatiana_Amazon@Troy_Amazon@Tiff_Amazon@Charly_Amazon@Jameson_Amazon@Ricardo_Amazon@Roberto_Amazon@Atlas_Amazon@Dougal_Amazon
Seller_SJRMV3s4mNrFA
Just contact the authorities and inform the customer that they might want to interview them about why they signed for a package they didn't receive and fraud that involves the crossing of state lines is definitely a felony.
Amazon is too busy in delighting the scammers to bother...
Seller_Sram36TnVt73c
what was the reason for the rejections??
Signature confirmation means nothing. In order to be protected, you have to buy shipping on Amazon and get a carrier scan on or before Amazon's ship-by date. Did you do these things?
Seller_Sram36TnVt73c
In any event, it is clear this buyer is a scammer.
If you used USPS, I would report the package as lost through the USPS website (HELP>Find Missing Mail).
They will verify delivery location via GPS coordinates and get back to you, but more importantly, it gets the buyer on USPS's radar if they aren't already.
Seller_8LDS13Dwga70G
Amazon basically corners you into buying their shipping in order to get any protection against and A-Z. You would think signature and email confirmation would be clear evidence to over turn it.
What is the value of the item? I some point you just need to write it off as cost of doing business. What is your time worth fighting this battle that you will likely lose? I used to care and try to fight these scammer claims, until I realized it was just costing me needless time away from running the business, in addition to getting irate. I just build a little extra in to my cost, basically self insuring myself against these terrible customers.
If you can buy shipping on Amazon, I would strongly recommend doing so. It does really help
Seller_FXkRXiZDQp5gm
Was the A-Z claim Seller-funded or Amazon funded? Was your Order Defect Rate (ODR) impacted?
Amazon will most times decide in favor of the customer BUT in this case, it should not be Seller-funded or count against your ODR.
Seller_08TZq9sOIaGvv
You have learned the lesson that you needed to learn - use BUY SHIPPING always.
Seller_SJRMV3s4mNrFA
Okay, we need to stop this. Stop informing Amazon, start informing the authorities. Amazon is going to do nothing that costs them money. But if EVERYONE reported the names and addresses to the authorities, scammer names will start to build up in their database and they will do something. Remember, a couple scammed for over one million dollars in products and Amazon didn't care. It was the authorities that caught them.
And that will put Amazon in the public spotlight of scam central and that will shame and anger Amazon...maybe into actually doing something.
Seller_UHVnOVHF8YpEx
We have lost thousands of dollars due to Amazon's A-Z claims dept denying our proof with multiple appeals. I don't even think humans are in that dept. It's awful.
