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Seller_3imSzMMvs3m51

A-Z Wrongly Granted

Hello fellow sellers,

I need your help and advice on a serious issue we have been facing. Order ID: 204-8778549-3360302

A customer purchased a specific pair of shoes from us. We fulfilled the order correctly, and our internal records, pick list, and dispatch footage confirm this.

However, the buyer raised a return claim saying "wrong item sent" and returned a completely different pair of shoes, not even a model we sell. The returned pair was used and dirty. Despite submitting full evidence (photos, product catalogue, stock sheet, and return inspection report), Amazon refunded the buyer from our account.

We have submitted 16 appeals through the normal channels and keep receiving the same copy-paste response:

“Although we understand your position, we stand by our decision.”

We have asked for an escalation or human review, but there is no way forward via the standard appeal workflow. This is a clear case of return fraud, and it seems there is no protection for sellers in this situation.

Has anyone managed to:

Escalate these cases beyond the automated system?

Get a proper review done by Executive Seller Relations?

Recover funds in similar fraud situations?

Any insights or proven escalation routes would be hugely appreciated. I am also interested in collaborating with other sellers who face similar situations to raise this as a systemic issue with Seller Performance or through FBA Feedback Loops.

@Ezra_Amazon@Julia_Amazon@Sarah_Amzn

106 views
6 replies
Manage Buyer Experience
Tags:A to Z Claims, Refunds, Return shipment, SAFE-T
30
Reply
user profile
Seller_3imSzMMvs3m51

A-Z Wrongly Granted

Hello fellow sellers,

I need your help and advice on a serious issue we have been facing. Order ID: 204-8778549-3360302

A customer purchased a specific pair of shoes from us. We fulfilled the order correctly, and our internal records, pick list, and dispatch footage confirm this.

However, the buyer raised a return claim saying "wrong item sent" and returned a completely different pair of shoes, not even a model we sell. The returned pair was used and dirty. Despite submitting full evidence (photos, product catalogue, stock sheet, and return inspection report), Amazon refunded the buyer from our account.

We have submitted 16 appeals through the normal channels and keep receiving the same copy-paste response:

“Although we understand your position, we stand by our decision.”

We have asked for an escalation or human review, but there is no way forward via the standard appeal workflow. This is a clear case of return fraud, and it seems there is no protection for sellers in this situation.

Has anyone managed to:

Escalate these cases beyond the automated system?

Get a proper review done by Executive Seller Relations?

Recover funds in similar fraud situations?

Any insights or proven escalation routes would be hugely appreciated. I am also interested in collaborating with other sellers who face similar situations to raise this as a systemic issue with Seller Performance or through FBA Feedback Loops.

@Ezra_Amazon@Julia_Amazon@Sarah_Amzn

Manage Buyer Experience
Tags:A to Z Claims, Refunds, Return shipment, SAFE-T
30
106 views
6 replies
Reply
0 replies
user profile
Seller_7xa4giJ3wJ3FU
In reply to: Seller_3imSzMMvs3m51’s post

There are a lot more fraudsters and thieves out there all aided and abetted by Amazon. You are more likely to get a deal with the Mafia than with Amazon.

Report the Buyer to the Police by Action Fraud, if they have a history the Police may take action, although this is unlikely.

Other than that it is just another wonderful reason NOT to sell on Amazon.

00
user profile
Seller_dmJBalz3e4jcb
In reply to: Seller_3imSzMMvs3m51’s post

This is awful, i wish online retail platform's used more human reviewers for returns and appeals.

00
user profile
Seller_6HXPDZ2n6YG3n
In reply to: Seller_3imSzMMvs3m51’s post

I’ve been an eBay seller for almost 20 years, and in all that time, I’ve never received a message from a customer claiming their item didn’t arrive or that they received the wrong item, unless the tracking showed the package was genuinely lost. I’ve never had a case where tracking shows “delivered” but the customer still claimed non-receipt. This kind of fraud doesn’t happen on eBay because they actually check the evidence.

However, I’ve been selling on Amazon for just 10 months, and I’ve already received over 100 fraudulent claims. These include cases where the customer accepted the package by hand at the door and still won an A-to-Z claim. It is clear Amazon’s priority is satisfying customers, but this policy is turning into a licence for theft. Many of these buyers probably don’t even realise how much harm they are causing sellers beyond the stolen goods.

I still have a small hope that Amazon will fix this problem. If they start checking actual evidence and rejecting fraudulent claims, it might stop these buyers from trying it again.

For your cases, send an email to managingdirector@amazon.com every day. If any moderator sees your post, I am sure they will help too.

30
Follow this discussion to be notified of new activity
user profile
Seller_3imSzMMvs3m51

A-Z Wrongly Granted

Hello fellow sellers,

I need your help and advice on a serious issue we have been facing. Order ID: 204-8778549-3360302

A customer purchased a specific pair of shoes from us. We fulfilled the order correctly, and our internal records, pick list, and dispatch footage confirm this.

However, the buyer raised a return claim saying "wrong item sent" and returned a completely different pair of shoes, not even a model we sell. The returned pair was used and dirty. Despite submitting full evidence (photos, product catalogue, stock sheet, and return inspection report), Amazon refunded the buyer from our account.

We have submitted 16 appeals through the normal channels and keep receiving the same copy-paste response:

“Although we understand your position, we stand by our decision.”

We have asked for an escalation or human review, but there is no way forward via the standard appeal workflow. This is a clear case of return fraud, and it seems there is no protection for sellers in this situation.

Has anyone managed to:

Escalate these cases beyond the automated system?

Get a proper review done by Executive Seller Relations?

Recover funds in similar fraud situations?

Any insights or proven escalation routes would be hugely appreciated. I am also interested in collaborating with other sellers who face similar situations to raise this as a systemic issue with Seller Performance or through FBA Feedback Loops.

@Ezra_Amazon@Julia_Amazon@Sarah_Amzn

106 views
6 replies
Manage Buyer Experience
Tags:A to Z Claims, Refunds, Return shipment, SAFE-T
30
Reply
user profile
Seller_3imSzMMvs3m51

A-Z Wrongly Granted

Hello fellow sellers,

I need your help and advice on a serious issue we have been facing. Order ID: 204-8778549-3360302

A customer purchased a specific pair of shoes from us. We fulfilled the order correctly, and our internal records, pick list, and dispatch footage confirm this.

However, the buyer raised a return claim saying "wrong item sent" and returned a completely different pair of shoes, not even a model we sell. The returned pair was used and dirty. Despite submitting full evidence (photos, product catalogue, stock sheet, and return inspection report), Amazon refunded the buyer from our account.

We have submitted 16 appeals through the normal channels and keep receiving the same copy-paste response:

“Although we understand your position, we stand by our decision.”

We have asked for an escalation or human review, but there is no way forward via the standard appeal workflow. This is a clear case of return fraud, and it seems there is no protection for sellers in this situation.

Has anyone managed to:

Escalate these cases beyond the automated system?

Get a proper review done by Executive Seller Relations?

Recover funds in similar fraud situations?

Any insights or proven escalation routes would be hugely appreciated. I am also interested in collaborating with other sellers who face similar situations to raise this as a systemic issue with Seller Performance or through FBA Feedback Loops.

@Ezra_Amazon@Julia_Amazon@Sarah_Amzn

Manage Buyer Experience
Tags:A to Z Claims, Refunds, Return shipment, SAFE-T
30
106 views
6 replies
Reply
user profile

A-Z Wrongly Granted

by Seller_3imSzMMvs3m51

Hello fellow sellers,

I need your help and advice on a serious issue we have been facing. Order ID: 204-8778549-3360302

A customer purchased a specific pair of shoes from us. We fulfilled the order correctly, and our internal records, pick list, and dispatch footage confirm this.

However, the buyer raised a return claim saying "wrong item sent" and returned a completely different pair of shoes, not even a model we sell. The returned pair was used and dirty. Despite submitting full evidence (photos, product catalogue, stock sheet, and return inspection report), Amazon refunded the buyer from our account.

We have submitted 16 appeals through the normal channels and keep receiving the same copy-paste response:

“Although we understand your position, we stand by our decision.”

We have asked for an escalation or human review, but there is no way forward via the standard appeal workflow. This is a clear case of return fraud, and it seems there is no protection for sellers in this situation.

Has anyone managed to:

Escalate these cases beyond the automated system?

Get a proper review done by Executive Seller Relations?

Recover funds in similar fraud situations?

Any insights or proven escalation routes would be hugely appreciated. I am also interested in collaborating with other sellers who face similar situations to raise this as a systemic issue with Seller Performance or through FBA Feedback Loops.

@Ezra_Amazon@Julia_Amazon@Sarah_Amzn

Manage Buyer Experience
Tags:A to Z Claims, Refunds, Return shipment, SAFE-T
30
106 views
6 replies
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Seller_7xa4giJ3wJ3FU
In reply to: Seller_3imSzMMvs3m51’s post

There are a lot more fraudsters and thieves out there all aided and abetted by Amazon. You are more likely to get a deal with the Mafia than with Amazon.

Report the Buyer to the Police by Action Fraud, if they have a history the Police may take action, although this is unlikely.

Other than that it is just another wonderful reason NOT to sell on Amazon.

00
user profile
Seller_dmJBalz3e4jcb
In reply to: Seller_3imSzMMvs3m51’s post

This is awful, i wish online retail platform's used more human reviewers for returns and appeals.

00
user profile
Seller_6HXPDZ2n6YG3n
In reply to: Seller_3imSzMMvs3m51’s post

I’ve been an eBay seller for almost 20 years, and in all that time, I’ve never received a message from a customer claiming their item didn’t arrive or that they received the wrong item, unless the tracking showed the package was genuinely lost. I’ve never had a case where tracking shows “delivered” but the customer still claimed non-receipt. This kind of fraud doesn’t happen on eBay because they actually check the evidence.

However, I’ve been selling on Amazon for just 10 months, and I’ve already received over 100 fraudulent claims. These include cases where the customer accepted the package by hand at the door and still won an A-to-Z claim. It is clear Amazon’s priority is satisfying customers, but this policy is turning into a licence for theft. Many of these buyers probably don’t even realise how much harm they are causing sellers beyond the stolen goods.

I still have a small hope that Amazon will fix this problem. If they start checking actual evidence and rejecting fraudulent claims, it might stop these buyers from trying it again.

For your cases, send an email to managingdirector@amazon.com every day. If any moderator sees your post, I am sure they will help too.

30
Follow this discussion to be notified of new activity
user profile
Seller_7xa4giJ3wJ3FU
In reply to: Seller_3imSzMMvs3m51’s post

There are a lot more fraudsters and thieves out there all aided and abetted by Amazon. You are more likely to get a deal with the Mafia than with Amazon.

Report the Buyer to the Police by Action Fraud, if they have a history the Police may take action, although this is unlikely.

Other than that it is just another wonderful reason NOT to sell on Amazon.

00
user profile
Seller_7xa4giJ3wJ3FU
In reply to: Seller_3imSzMMvs3m51’s post

There are a lot more fraudsters and thieves out there all aided and abetted by Amazon. You are more likely to get a deal with the Mafia than with Amazon.

Report the Buyer to the Police by Action Fraud, if they have a history the Police may take action, although this is unlikely.

Other than that it is just another wonderful reason NOT to sell on Amazon.

00
Reply
user profile
Seller_dmJBalz3e4jcb
In reply to: Seller_3imSzMMvs3m51’s post

This is awful, i wish online retail platform's used more human reviewers for returns and appeals.

00
user profile
Seller_dmJBalz3e4jcb
In reply to: Seller_3imSzMMvs3m51’s post

This is awful, i wish online retail platform's used more human reviewers for returns and appeals.

00
Reply
user profile
Seller_6HXPDZ2n6YG3n
In reply to: Seller_3imSzMMvs3m51’s post

I’ve been an eBay seller for almost 20 years, and in all that time, I’ve never received a message from a customer claiming their item didn’t arrive or that they received the wrong item, unless the tracking showed the package was genuinely lost. I’ve never had a case where tracking shows “delivered” but the customer still claimed non-receipt. This kind of fraud doesn’t happen on eBay because they actually check the evidence.

However, I’ve been selling on Amazon for just 10 months, and I’ve already received over 100 fraudulent claims. These include cases where the customer accepted the package by hand at the door and still won an A-to-Z claim. It is clear Amazon’s priority is satisfying customers, but this policy is turning into a licence for theft. Many of these buyers probably don’t even realise how much harm they are causing sellers beyond the stolen goods.

I still have a small hope that Amazon will fix this problem. If they start checking actual evidence and rejecting fraudulent claims, it might stop these buyers from trying it again.

For your cases, send an email to managingdirector@amazon.com every day. If any moderator sees your post, I am sure they will help too.

30
user profile
Seller_6HXPDZ2n6YG3n
In reply to: Seller_3imSzMMvs3m51’s post

I’ve been an eBay seller for almost 20 years, and in all that time, I’ve never received a message from a customer claiming their item didn’t arrive or that they received the wrong item, unless the tracking showed the package was genuinely lost. I’ve never had a case where tracking shows “delivered” but the customer still claimed non-receipt. This kind of fraud doesn’t happen on eBay because they actually check the evidence.

However, I’ve been selling on Amazon for just 10 months, and I’ve already received over 100 fraudulent claims. These include cases where the customer accepted the package by hand at the door and still won an A-to-Z claim. It is clear Amazon’s priority is satisfying customers, but this policy is turning into a licence for theft. Many of these buyers probably don’t even realise how much harm they are causing sellers beyond the stolen goods.

I still have a small hope that Amazon will fix this problem. If they start checking actual evidence and rejecting fraudulent claims, it might stop these buyers from trying it again.

For your cases, send an email to managingdirector@amazon.com every day. If any moderator sees your post, I am sure they will help too.

30
Reply
user profile
Ezra_Amazon
In reply to: Seller_3imSzMMvs3m51’s post

Hello @Seller_3imSzMMvs3m51,

I see you already have an active thread about this issue here: Buyer Lied, Sent Back Different Used Shoes, 16 Appeals Ignored with Same Auto-Response

To keep discussions organized, please don't create duplicate threads. I'll close this one, but feel free to continue the conversation in your original post if you have any updates.

Thanks, Ezra

00
user profile
Ezra_Amazon
In reply to: Seller_3imSzMMvs3m51’s post

Hello @Seller_3imSzMMvs3m51,

I see you already have an active thread about this issue here: Buyer Lied, Sent Back Different Used Shoes, 16 Appeals Ignored with Same Auto-Response

To keep discussions organized, please don't create duplicate threads. I'll close this one, but feel free to continue the conversation in your original post if you have any updates.

Thanks, Ezra

00
Reply
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