A to z claims are such a SCAM

Hey sellers,

I never thought I’d be one of those people writing a long post out of frustration, but here I am. I’ve been selling on Amazon for a while now, always playing by the rules, fulfilling orders on time, communicating politely, doing everything “by the book.” But what just happened honestly makes me question whether it’s even worth staying on this platform anymore.

Here’s what went down:

A customer ordered a product from us. We shipped it promptly via Evri (UK courier) with full tracking and delivery confirmation. The item was marked as delivered on Thursday, 19th June at 11:13 AM. The tracking shows everything:

✅ Evri confirmed the parcel was successfully delivered to the address

✅ Driver stayed on the property for 4 minutes

✅ A clear delivery photo was taken and uploaded

✅ I even sent the customer the tracking link and screenshot for clarity

Now here’s the part that still blows my mind:

The customer messaged us and admitted the package was left outside the house all day. They literally said it was there, but they just didn’t bother to bring it in. And later, they claimed it had gone missing or was stolen.

And what did Amazon do?

They sided with the customer under the A-to-Z Guarantee and refunded them in full.

I appealed immediately, thinking there’s no way they’ll deny it when I show:

The delivery photo

The tracking

The courier confirmation

And most importantly: the buyer's own message admitting the package was left outside and they didn’t retrieve it

And yet… Amazon denied the appeal. No explanation beyond the generic “we’ve reviewed the case and our decision stands.”

So now I’ve lost the product, the shipping cost, AND the payment. Why? Because someone didn’t feel like walking outside to grab their parcel. We fulfilled our end 100%, and the buyer dropped the ball — and somehow we’re the ones penalized.

I’m genuinely heartbroken and angry. This isn’t just about the money — it’s about the complete lack of fairness. If a customer can admit they saw the package, left it outside, and it got taken, and Amazon still refunds them at our expense… what protection do we have?

This whole situation sends the message that buyers can be careless or dishonest, and Amazon will blindly side with them — no matter how much evidence we have.

To anyone at Amazon who might be reading this: This is why sellers are losing trust. You ask us to provide proof, we give you all of it — and you ignore it anyway.

Has anyone else dealt with this kind of case and actually won an escalation? Is there a way to reach Seller Performance or Executive Relations that actually results in a human review?

Right now, I’m seriously considering scaling back on Amazon altogether. This kind of situation is demoralizing and unsustainable for small, honest businesses.

Thanks for reading. I just needed to say this somewhere people would understand.