A-to-Z Claim Granted Despite Full POD & Yodel Tracking
Hi @Sakura_Amazon_
Looking for some advice or insights from fellow sellers here.
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:
Full Yodel tracking number
Proof of Delivery (POD) showing the parcel was delivered to the correct address
A clear scan location confirming delivery
Timestamped scan showing successful delivery at the customer’s doorstep
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.
A-to-Z Claim Granted Despite Full POD & Yodel Tracking
Hi @Sakura_Amazon_
Looking for some advice or insights from fellow sellers here.
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:
Full Yodel tracking number
Proof of Delivery (POD) showing the parcel was delivered to the correct address
A clear scan location confirming delivery
Timestamped scan showing successful delivery at the customer’s doorstep
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.
0 replies
Seller_k30YWsQiqkgzb
please Can any mod help in this issue
Order 205-3029772-4970764
@Sarah_Amzn
@Ezra_Amazon
@Julia_Amazon
@Simon_Amazon
@Ash_Amazon
Seller_ZVAz3d5lZuGid
Unfortunately Amazon will still only accept an actual signature as absolute proof of delivery - tracking, delivery scan, doorstep photo, even GPS is never enough for Amazon, which IMO is SO, SO wrong.
Seller_e3AG2MZHx3Yu2
We have had instances where the courier has taken a picture handing the parcel to the customer and Amazon have still granted A to Z claims. In fact we have one "live" at the moment where Amazon took £450 off us 5 weeks ago relating to a previous order which we queried and were told that there was no INR case, no A to Z and no query - it was a known error being investigated and we would get our money back.
Fast forward 6 weeks and I received an update this morning advising the customer had, in fact opened an INR case and they had not realised. This platform is fast becoming a toxic cesspit where nobody but Amazon will be able to survive as they don't allow themselves to be conned in the same way, but it doesn't matter when Marketplace sellers lose out because they just take the money off us at will.
Seller_6A9BM76EEV5EG
I don't get how we get penalised over things like this yet if delivered by Amazon themselves, its OK for them to leave it in a wheelie bin or dump it over the fence. How can it be OK for them, but not any other courier
Jona_Amazon
Hi @Seller_k30YWsQiqkgzb,
I have reviewed the claim and the POD that you have provided does not show the buyers address. Could you upload a document where the correct buyers address is clearly visible?
I noticed that multiple threads have been opened for the same claim. We kindly ask that you only open one thread per issue. The duplicate threads will be closed to keep all relevant information in one place.
Best,
Jona
