Customer Claims Box Was Empty Despite Proof of Delivery, and Creates AtoZ That Claims Package Did Not Delivered
Hi everyone,
We recently received a 1-star review for order #701-8011486-0634659 regarding a shipment we fulfilled for a Garage-Pro Upper and Lower Radiator Support (ASIN: B0D261NMD6).
Customer claim:
Stated the package took too long to arrive (order placed Mar 20, shipped Mar 21, delivered before Apr 2). Said the box was empty upon arrival. Mentioned they will lose 3 weeks waiting on resolution. Warned others not to buy from us.
Facts from our end:
The item was shipped promptly on Mar 21, 2025, via FedEx International Connect Plus. Tracking ID: 286821299491 shows on-time delivery to the provided commercial address. Delivery was confirmed by FedEx with proof of delivery. Item was securely packed and weighed appropriately before shipment.The customer has since filed an A-to-Z claim, stating the package was never delivered, despite tracking showing it was.
This is very confusing — we want to help the customer, but we’re unsure how to handle situations where the tracking shows successful delivery, and now they're claiming the box was empty or never arrived.
How do you handle cases where the customer says the box is empty but delivery is confirmed? Will Amazon side with the buyer even with proof of delivery from a tracked carrier like FedEx? Is there a way to prevent this from damaging our account metrics or brand reputation?
We’ve already posted a polite public reply on the review and invited the buyer to contact us for resolution.
And we have contacted to Amazon Seller Support for support but could not get any help.
Appreciate any input or advice! Thanks,
Burcin – Aras Store USA
Customer Claims Box Was Empty Despite Proof of Delivery, and Creates AtoZ That Claims Package Did Not Delivered
Hi everyone,
We recently received a 1-star review for order #701-8011486-0634659 regarding a shipment we fulfilled for a Garage-Pro Upper and Lower Radiator Support (ASIN: B0D261NMD6).
Customer claim:
Stated the package took too long to arrive (order placed Mar 20, shipped Mar 21, delivered before Apr 2). Said the box was empty upon arrival. Mentioned they will lose 3 weeks waiting on resolution. Warned others not to buy from us.
Facts from our end:
The item was shipped promptly on Mar 21, 2025, via FedEx International Connect Plus. Tracking ID: 286821299491 shows on-time delivery to the provided commercial address. Delivery was confirmed by FedEx with proof of delivery. Item was securely packed and weighed appropriately before shipment.The customer has since filed an A-to-Z claim, stating the package was never delivered, despite tracking showing it was.
This is very confusing — we want to help the customer, but we’re unsure how to handle situations where the tracking shows successful delivery, and now they're claiming the box was empty or never arrived.
How do you handle cases where the customer says the box is empty but delivery is confirmed? Will Amazon side with the buyer even with proof of delivery from a tracked carrier like FedEx? Is there a way to prevent this from damaging our account metrics or brand reputation?
We’ve already posted a polite public reply on the review and invited the buyer to contact us for resolution.
And we have contacted to Amazon Seller Support for support but could not get any help.
Appreciate any input or advice! Thanks,
Burcin – Aras Store USA
5 replies
Christine_Amazon
Hello @Seller_xs5yIXb06NKQk
Christine here from Amazon Forums.
I was checking the Order ID 701-8011486-0634659 and I do see that the claim team has reviewed the information provided on the appeal and the ODR won't be affected for this claim.
Also in order to prevent situations like these we have this article with very interesting information please see the link below
Prevent an A-to-z Guarantee claim
Let me know if you have any other concern or question related to this topic.
Christine.
