Time to Take Action – Unfair A-to-Z Claims, Courier Negligence & No Protection for Sellers
Hi fellow sellers,
I’m reaching out because like many of you, I’ve reached a breaking point with the way small businesses are treated by Amazon’s A-to-Z claims system and the lack of accountability from couriers like Evri.
Over the past few months, I’ve dealt with multiple cases where:
Buyers falsely claimed parcels weren’t delivered (despite GPS, signatures, or photographic evidence).
Amazon sided with the buyer automatically, refunding them without properly reviewing the evidence.
Couriers like Evri marked parcels as delivered or left them in insecure places, then refused to take responsibility.
Seller appeals were ignored or denied with copy-paste responses.
The only option left was to take court action just to recover the cost of lost goods and unfair refunds.
And I know I’m far from alone — I’ve seen hundreds if not thousands of similar stories here in the forums, across TikTok Shop discussions, Reddit, and Facebook seller groups.
Enough is enough.
I’ve now written a formal letter to:
My local MP
The Department for Business and Trade
The Competition and Markets Authority (CMA)
And I’m reaching out to the Federation of Small Businesses (FSB)
📢 What I’m Asking:
We need legal reform to:
Hold platforms like Amazon accountable when they dismiss seller evidence.
Introduce independent dispute resolution, not just biased internal appeal systems.
Regulate courier services like Evri when they repeatedly fail to deliver properly.
Protect sellers from fraudulent buyers with a clear record of abuse.
Make platforms share liability — instead of pushing all the risk onto sellers.
👉 If you’ve experienced similar issues, I strongly encourage you to write to your MP and government departments too. The more of us speak up, the more likely we’ll see change.
Let’s stop suffering in silence. We built our businesses with hard work — we deserve protection, not punishment.
Time to Take Action – Unfair A-to-Z Claims, Courier Negligence & No Protection for Sellers
Hi fellow sellers,
I’m reaching out because like many of you, I’ve reached a breaking point with the way small businesses are treated by Amazon’s A-to-Z claims system and the lack of accountability from couriers like Evri.
Over the past few months, I’ve dealt with multiple cases where:
Buyers falsely claimed parcels weren’t delivered (despite GPS, signatures, or photographic evidence).
Amazon sided with the buyer automatically, refunding them without properly reviewing the evidence.
Couriers like Evri marked parcels as delivered or left them in insecure places, then refused to take responsibility.
Seller appeals were ignored or denied with copy-paste responses.
The only option left was to take court action just to recover the cost of lost goods and unfair refunds.
And I know I’m far from alone — I’ve seen hundreds if not thousands of similar stories here in the forums, across TikTok Shop discussions, Reddit, and Facebook seller groups.
Enough is enough.
I’ve now written a formal letter to:
My local MP
The Department for Business and Trade
The Competition and Markets Authority (CMA)
And I’m reaching out to the Federation of Small Businesses (FSB)
📢 What I’m Asking:
We need legal reform to:
Hold platforms like Amazon accountable when they dismiss seller evidence.
Introduce independent dispute resolution, not just biased internal appeal systems.
Regulate courier services like Evri when they repeatedly fail to deliver properly.
Protect sellers from fraudulent buyers with a clear record of abuse.
Make platforms share liability — instead of pushing all the risk onto sellers.
👉 If you’ve experienced similar issues, I strongly encourage you to write to your MP and government departments too. The more of us speak up, the more likely we’ll see change.
Let’s stop suffering in silence. We built our businesses with hard work — we deserve protection, not punishment.
0 replies
Seller_HwaQlgFnhSuGS
Done this already. Was told by MP that it was a private business agreement and nothing to do with Government.
Essentially I was told if you do not like the agreement then leave, which we are free to do at anytime.
Seller_p27bs0l5E6QqD
Agree completely.I never use anyone but Royal Mail but I recently ordered a gardening item.Evri couldn’t find us ,so it was in a van,but is now considered lost.My only advice to anyone is never use Evri.
Seller_6HXPDZ2n6YG3n
Let us know if any organisation responds to your email. I believe we're all experiencing the same issue. Also, be aware that the signature system hasn't been reliable since COVID, especially with Evri.
As you mentioned, parcels are often "left in insecure places", and relying on a signature doesn't change that. In fact, I tested Evri's signature system with CCTV footage. The delivery driver came to the door, signed for the parcel himself, left it outside without knocking, and walked away.
When orders are left outside like this, customers often claim the parcel was stolen and we have no way of knowing who's telling the truth.
Seller_Fg2fqaWOnEtha
Absolutely. I firmly believe it's time we form an association of online sellers. With a logo, a website, and a few active social media accounts, we can build a collective voice that carries far more weight than a handful of individuals sending emails or signing the odd petition that gets nowhere. The media is also far more likely to take notice.
I completely agree that we should never suffer in silence, we work hard and we are often let down by much larger companies. In my case, now it's Royal Mail that is driving me mad.
What happens behind a company’s closed doors must still comply with the laws of the land. And if those laws don’t yet protect small businesses, then it's the responsibility of our MPs to change that.
Seller_BLKFrxPM3nn3Y
First reply from the few email I have sent out:
"Thank you for contacting FSB.
From here at Customer Services we forwarded your email onto our Policy team who have asked if you would be happy for FSB to use the information provided as a case study if we were to speak with stakeholders?
We look forward to hearing from you.
Kind regards,
Customer Service Team
Federation of Small Businesses "
-Unfortunately I am about to go on holiday and can't be bothered writing letters to all of them, but after holiday I will consider it.
Regarding Evri, with some update and resuming, if orders have been sent out with signature or without and buyer claims not delivered, it's Evri responsibility as well. Contact your account manager and demand to be compensated, they have to. It's a contractual breach if we pay for signature and wasn't the receiver signing for it and instead the courier . This will be with any courier.
What I disagree about the way Amazon handle the claims, is that we rely on Evri tracking and signature, or Royal Mail, Yodel, etc. And we have proof of signature, GPS tracking, etc and Amazon is provided with that. The order was shipped, we did our job. If all the orders had to be handed, and not left unattended, more then half would have to be returned.
So while it's good for buyers to have their parcel and us that parcel was delivered, the opposite comes when the scammers get into action.
Unfortunately there is a small part of buyers that go for the scam. But still impacting any business.
Why does the seller needs to be the one taking the hit? (FBA or Amazon orders, their problem, the money they get from us is plenty to cover their losses)
So Amazon should not take buyer's side, but instead Seller's side or reimburse sellers if taking buyer's side, when proof has been provided. I had one of this, Amazon sided buyer and we got a reimbursement as well , not sure how it happened!
In case we did not accept buyer's claim, It should be buyer's obligations to forward a formal claim to Amazon or us as sellers if in the reality the buyer didn't receive the order.
I believe that would put the burden on buyer's side and if in fact the buyer was being left in loss, the most upset buyer would have to come forward. I know I would. That way would reduce false claims from the buyers.
Speaking by myself, it's hard. The hassle, the frustration, the time consuming.
Soon "Small Claims Court" is involved in any letters you send out, there will be someone listening and getting back to you.
I do have a ongoing small claims court case against Amazon for parcel delivered with signature, tracking, GPS, buyers consent to leave parcel unattended, despite that Amazon sided the buyer, and will keep you updated.
Wishing good sales to everyone.
Seller_QDokbHzWM3jpO
After 13 years with Royal Mail, I switched to Evri four months ago as I was sick of the annual price increases, green surcharges, peak surcharges and more. It’s been the best decision I’ve made: I’m now paying 25% less, and roughly half of my parcels arrive the next day on their standard service. By contrast, Royal Mail’s tracked 48‑hour service often wouldn’t even register a first scan in that time. I’ve had very few issues with lost parcels—credit where it’s due!
Seller_4e9CpDjNrKE33
Hi,
I don't really comment much through the forums - but I thought I'd jump in on this.
I have sold on Amazon and eBay for over 13 years. I genuinely feel sellers like us are not represented at all in the UK.
Amazon are the most consumer centric platform in the world, but that shouldn't mean sellers should be exploited by bad actors and fraudulent activity from certain buyers.
There needs to be a serious review on buying behaviour across all marketplace platforms (TEMU, AMAZON, EBAY, ETSY).
It should be taken far more seriously. Our refund rates are ridiculous through these channels. Completely open to exploitation.
Unfortunately, if a certain type of customer can get away with deceiving and defrauding a business they will do it all day long.
I believe these marketplaces should do far more to connect with one another and share this sort of data. Problematic addresses, fraudulent claims, etc etc. Start bringing a little transparency to this behaviour and some accountability. Connect with the couriers also.
It's all very well for these larger corporations to absorb these sorts of losses, but for us it can be the difference of running a business and not.
Ideally I would like to see a platform that rewards decent buying behaviour. At the very least eBay gives the option to block certain buyers.
I am completely with the OP. If you'd like to discuss, do not hesitate to reach out.
Chris
Seller_AbNxRoXI4hg4U
Interesting that you mention the CMA.
The nub of the issue here is that Amazon hates FBM and would rather have everything FBA which they can control.. However, they know that regulators insist that other sellers have access to their marketplace otherwide amazon would be in a dominant position.
So amazon allow FBM.....but kinds makes life very hard for sellers in lots of ways!
