📢 A-to-Z Refund Granted Despite Early Delivery & No Signature Requirement – Anyone Else?
Hi all,
We’ve just had an A-to-Z claim go against us despite tracking showing the item was delivered 2 days early.
Amazon's reason? First they said there was no customer signature. Then, when we pointed out that Evri (our Amazon-approved courier) doesn’t collect signatures anymore, they changed the reason to “late delivery” — which is completely false.
📦 Order ID: 203-0732326-3405144
🚚 Courier: Evri (tracking: H04VXA0008134355)
📅 Delivered: 12 July
🗓️ Amazon ETA: 14 July
We followed every policy, appealed through Seller Support (case ID: 11340099692), and even escalated to the UK Managing Director — but no response. Just a canned rejection from the claims team.
This feels like Amazon is:
- Using outdated policies (signature requirement?)
- Changing justifications when challenged
- Ignoring clear tracking evidence
- Leaving sellers to absorb losses while protecting the buyer at all costs
Anyone else had this happen recently?
Do Amazon moderators monitor these cases? Who else can we escalate to when logic and evidence are being ignored?
We’re a 10+ year seller with an excellent record. This isn’t how partnership is meant to work.
#AmazonSellers #AtoZClaim #Evri #BuyShipping #SellerSupport #AccountHealth #AmazonEscalation #UKSellers
📢 A-to-Z Refund Granted Despite Early Delivery & No Signature Requirement – Anyone Else?
Hi all,
We’ve just had an A-to-Z claim go against us despite tracking showing the item was delivered 2 days early.
Amazon's reason? First they said there was no customer signature. Then, when we pointed out that Evri (our Amazon-approved courier) doesn’t collect signatures anymore, they changed the reason to “late delivery” — which is completely false.
📦 Order ID: 203-0732326-3405144
🚚 Courier: Evri (tracking: H04VXA0008134355)
📅 Delivered: 12 July
🗓️ Amazon ETA: 14 July
We followed every policy, appealed through Seller Support (case ID: 11340099692), and even escalated to the UK Managing Director — but no response. Just a canned rejection from the claims team.
This feels like Amazon is:
- Using outdated policies (signature requirement?)
- Changing justifications when challenged
- Ignoring clear tracking evidence
- Leaving sellers to absorb losses while protecting the buyer at all costs
Anyone else had this happen recently?
Do Amazon moderators monitor these cases? Who else can we escalate to when logic and evidence are being ignored?
We’re a 10+ year seller with an excellent record. This isn’t how partnership is meant to work.
#AmazonSellers #AtoZClaim #Evri #BuyShipping #SellerSupport #AccountHealth #AmazonEscalation #UKSellers
5 replies
Seller_wwgX8SEHvSDvB
After digging further, I believe Amazon's handling of this A-to-Z claim may raise serious concerns under both UK law and their own Business Solutions Agreement:
- Valid tracking was provided, and signature capture is no longer standard in the UK — even with Buy Shipping couriers. Rejecting a claim due to lack of a signature (and later citing false “late delivery”) appears to be inconsistent with Amazon’s published policies.
- Consumer Rights Act 2015 and UK contract law require fairness and proportionality, even in B2B relationships. Enforcing obsolete requirements or changing rationale mid-case undermines that.
- Amazon’s own terms commit to fair A-to-Z adjudication. If they fail to follow their own standards, this could amount to bad faith or misrepresentation.
- It also touches on competition law concerns — Amazon acting as platform, judge, and competitor all at once.
I’m looking into options to escalate this further with regulators if needed — including the Small Business Commissioner, CMA, and Citizens Advice Business Helpline.
Would be interested to hear if anyone else has experienced similar behaviour — especially if you’ve managed to escalate successfully through legal or regulatory channels.
Seller_mDt38pdxD1Ac3
So many people can't read policy documents....
This very much sounds like you have bought tracking via Buy Shipping and the buyer is claiming non-delivery even when the tracking states it was delivered to a safe place?
If the above is correct everything has gone as expected. Amazon is correct to reimburse the buyer. And they are correct to reject your claim. You don't take out shipping insurance with Amazon unless you are using Amazon logistics.
What it seems like you've not done is gone and placed a claim for the parcel with Evri, who will reimburse you for the loss.
