Hi , @Spencer_Amazon

Looking for some advice or insights from fellow sellers here.

Order 205-3029772-4970764

I recently had an A-to-Z Guarantee claim granted against us, and I'm honestly baffled by the outcome. The customer claimed they didn’t receive the item, but we provided everything Amazon usually asks for, including:

1) Full Yodel tracking number

2)Proof of Delivery (POD) showing the parcel was delivered to the correct address

3)A clear scan location confirming delivery

4)Timestamped scan showing successful delivery at the customer’s doorstep

5)Customer hasn’t returned the item or provided any counter-proof

Despite this, Amazon still granted the refund to the buyer.

We’ve done our part as a seller — shipped on time, tracked, and delivered as confirmed by Yodel. The POD even includes photographic or signature evidence (depending on the delivery), and yet, here we are with a loss on both the item and the shipping.

Has anyone experienced something similar?

Is it worth escalating this further, or is this just something we have to chalk up to the cost of doing business on Amazon?

Appreciate any input. We’re all for great customer service, but when third-party verified delivery is ignored, it feels like sellers are left exposed.

Thanks in advance!