deceived by buyer claiming he haven't received her item Through A to Z claim 114-6099674-0089031
The funds are not coming directly from Amazon, so Amazon doesn't really concern whether sellers are being deceived by buyers claiming they haven't received their items. It seems that Amazon is assisting dishonest buyers in obtaining substantial refunds on their platform
Order number 114-6099674-0089031. The recipient of this order inquired with us before placing the order whether we could offer a discount because she had a limited budget. We informed her that we could provide some discount upon receipt of the item. The package was shown as signed for on February 22th. On the 22th, she asked for a discount, and on the 25th, she claimed that she hadn't received the package. We informed her that we would initiate a logistics investigation and requested her cooperation. However, she refused to cooperate when UPS contacted her. Additionally, she continued to request a discount from us through Amazon, asking for a discount of over $500 for an item worth over $800.
We found her behavior quite strange, as she seemed more concerned about the discount than the issue of not receiving the package. Since we did not agree to her requested discount, she filed an A-to-Z claim. After she submitted the claim, she did not respond to any of our messages through the Amazon messaging system. Our packages are large in size, consisting of four sizable packages, and the value is substantial. Normally, it would be difficult for these four large packages to be stolen, and we did not send them to the wrong address. The UPS driver made multiple attempts to communicate with the recipient to confirm receipt of the packages, but the recipient did not cooperate until finally confirming receipt.
Unfortunately, Amazon did not review our A-to-Z response and instead issued a refund to the buyer. We feel extremely angry and disappointed by this situation.
I don't understand how they are managing this team, they are just looting sellers and the buyer knows how to scam sellers as the Amazon team is helping this buyer to scam sellers. Someone should raise their voice against this injustice.
deceived by buyer claiming he haven't received her item Through A to Z claim 114-6099674-0089031
The funds are not coming directly from Amazon, so Amazon doesn't really concern whether sellers are being deceived by buyers claiming they haven't received their items. It seems that Amazon is assisting dishonest buyers in obtaining substantial refunds on their platform
Order number 114-6099674-0089031. The recipient of this order inquired with us before placing the order whether we could offer a discount because she had a limited budget. We informed her that we could provide some discount upon receipt of the item. The package was shown as signed for on February 22th. On the 22th, she asked for a discount, and on the 25th, she claimed that she hadn't received the package. We informed her that we would initiate a logistics investigation and requested her cooperation. However, she refused to cooperate when UPS contacted her. Additionally, she continued to request a discount from us through Amazon, asking for a discount of over $500 for an item worth over $800.
We found her behavior quite strange, as she seemed more concerned about the discount than the issue of not receiving the package. Since we did not agree to her requested discount, she filed an A-to-Z claim. After she submitted the claim, she did not respond to any of our messages through the Amazon messaging system. Our packages are large in size, consisting of four sizable packages, and the value is substantial. Normally, it would be difficult for these four large packages to be stolen, and we did not send them to the wrong address. The UPS driver made multiple attempts to communicate with the recipient to confirm receipt of the packages, but the recipient did not cooperate until finally confirming receipt.
Unfortunately, Amazon did not review our A-to-Z response and instead issued a refund to the buyer. We feel extremely angry and disappointed by this situation.
I don't understand how they are managing this team, they are just looting sellers and the buyer knows how to scam sellers as the Amazon team is helping this buyer to scam sellers. Someone should raise their voice against this injustice.
Seller_HPWcgedybmLqH
I do not think this is a fair decision, we provide the communication with the UPS which is receiver refuse to sign the package even she did receive the pacakge, also the UPS provide the document which clearly listed that the receiver had acknowledged received the package. Becides the receiver just want to care about the dicuount refund rather than the packages. Amazon is not surprised by this at all and is willing to turn a blind eye to the buyers' claims, while being reluctant to believe the sellers. As a result, sellers have become increasingly marginalized, and more and more buyers are using the "A to Z Guarantee" to obtain refunds for items they claim they haven't received. it is too easyt for the customer to get refund , as they only need to claim that they haven't received the item, regardless of whether it's worth hundreds or thousands of dollars. As sellers, we ship the items on time and provide the tracking numbers as proof of shipment. The delivery information from the courier websit as further evidence. However, logistics in the United States can be chaotic, and there are factors beyond our control. We cannot determine the integrity of every consumer. Although we require a signature as proof of delivery, what should we do if the buyer refuses to sign or claims that no one was available to sign? If the package is delivered and the buyer deceitfully claims non-receipt, should she provide a police report as evidence? It is said that even Amazon's own logistics sometimes face situations where the package is marked as delivered but the buyer claims non-receipt. In such cases, for high-value orders, Amazon may request the buyer to provide a police report confirming theft. If the buyer can provide a police report proving that the package was lost and she did not receive it, we will not refuse a refund. This is an effective way to reduce fraudulent claims. However, we consistently believe that the A to Z Guarantee is an unfair solution, and we do not believe that we should be held responsible for this claim refund.Becuase we confrim the receiver received all the packages
6 replies
Quincy_Amazon
Hello @Seller_HPWcgedybmLqH
Thank you for posting your inquiry to the Forums and for providing that order ID number. I am looking into the claim and will respond with any findings.
Regards,
Quincy_Amazon
Quincy_Amazon
Thank you for your patience. I am confirming that I have escalated your case for additional review. I will continue to monitor the case on my end and will provide any updates I receive. Please note that the team may reach out to you directly so please continue to monitor your case log, performance notifications, and email address on file.
Regards,
Quincy_Amazon
Seller_HPWcgedybmLqH
114-6099674-0089031 here is the order ID number
Quincy_Amazon
I looked into the case that I escalated and the decision for this claim will not be reversed as there was no signature confirmation on the order. I know this is not the news that you were hoping for but at least we were able to have a second pair of eyes review the case.
Regards,
Quincy_Amazon
Seller_HPWcgedybmLqH
I do not think this is a fair decision, we provide the communication with the UPS which is receiver refuse to sign the package even she did receive the pacakge, also the UPS provide the document which clearly listed that the receiver had acknowledged received the package. Becides the receiver just want to care about the dicuount refund rather than the packages. Amazon is not surprised by this at all and is willing to turn a blind eye to the buyers' claims, while being reluctant to believe the sellers. As a result, sellers have become increasingly marginalized, and more and more buyers are using the "A to Z Guarantee" to obtain refunds for items they claim they haven't received. it is too easyt for the customer to get refund , as they only need to claim that they haven't received the item, regardless of whether it's worth hundreds or thousands of dollars. As sellers, we ship the items on time and provide the tracking numbers as proof of shipment. The delivery information from the courier websit as further evidence. However, logistics in the United States can be chaotic, and there are factors beyond our control. We cannot determine the integrity of every consumer. Although we require a signature as proof of delivery, what should we do if the buyer refuses to sign or claims that no one was available to sign? If the package is delivered and the buyer deceitfully claims non-receipt, should she provide a police report as evidence? It is said that even Amazon's own logistics sometimes face situations where the package is marked as delivered but the buyer claims non-receipt. In such cases, for high-value orders, Amazon may request the buyer to provide a police report confirming theft. If the buyer can provide a police report proving that the package was lost and she did not receive it, we will not refuse a refund. This is an effective way to reduce fraudulent claims. However, we consistently believe that the A to Z Guarantee is an unfair solution, and we do not believe that we should be held responsible for this claim refund.Becuase we confrim the receiver received all the packages
