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Pinned by community manager💷 How to avoid AtoZ claims: Product descriptions 💷
Hello everyone,
Today I would like to draw your attention to a crucial point that can strongly impact your business: A to Z complaints can be automatically accepted in favor of the buyer when the product description is not consistent with the item actually sold. I regularly observe cases of this type and would like to share this important information with you.
Common situations:
- The photo shows a pack of 5 products but you are selling individually
- The title says "Pack of 3" but you are selling a single item
- The existing ASIN says "500kg" but your product is 500g
- The description in English says 1 item but the one in French says 2 items
Consequences:
- A to Z claim automatically accepted
- Refund imposed
- Impact on your seller metrics
Solutions:
- DO NOT sell on an existing product sheet if the characteristics do not exactly match your product.
- Create a new product variation with the right quantity
- Check the translation of the product sheets in all languages available for the stores in which you sell.
Example:
You are selling a toothbrush, but the existing product sheet shows a pack of 4.
- ❌ Please avoid using this product sheet as it currently is; ensure that the product details match accurately before use.
- ✅ Create a new variation for selling individually
⚠️ Important point:
The consistency between your offer and the product sheet is your responsibility. Amazon will systematically give the customer the right if he receives a product different from what is indicated in the product sheet.
💡 Questions to the community:
Have you ever encountered this type of situation? How did you handle it? Do you find this content useful? 👍👎
Regards, Spencer
How would you deal with this?
My latest message from a customer: "I ordered this for my son’s birthday after it said it would arrive by the 29th of March his birthdays tomorrow and it says it’ll now come on the 2nd of April which is after his birthday. Very disappointed and will be writing a very negative review, I’d like a full refund as soon as possible."
I'm annoyed that Amazon's approach to sellers and buyers encourages rudeness. For example, "Where's my stuff?"
@Seller_XUNeUuvrQDpgP @Seller_mIRnuhdx7l5sN
I'm sympathetic when an order doesn't arrive, but customers who reach out politely are treated with the same respect. Then there are people like this guy.
Wrong Feedback Left by Mistake – Buyer Wants to Remove (Case ID: 10955844772)
Order ID: 205-9415050-5752315
Buyer left 1 * saying “The cauldron was LEAKING!” – but it was meant for a different product. She confirmed it was posted by mistake and said she wants to fix it but couldn’t manage.
" I left the review accidentally! It was supposed to be about the cauldron that I bought, which was leaking. I'll try to fix the review, although I'm not sure how to do it."
We explained how to remove it, even shared the direct link, but no update so far.
We opened a case, but most likely a bot handled it and didn’t get the context.
This FB doesn’t reflect our product or service at all. Can someone please check and assist?
Thanks a lot!
Fyi @Seller_Huz6FT08OxHAR @Seller_z3k8APxGfbQEK @Seller_j9Bd91CW3ZVpr
Unfair A-to-Z Claim Impacting ODR Despite No Seller Fault
Hello Sellers and Amazon Team,
I would like to bring attention to a highly unfair A-to-Z Guarantee claim that has been counted against our Order Defect Rate, despite zero fault or delay on our part.
Order ID: 702-2352128-6245023
Claim Date: March 24, 2025
Refund Issued: March 25, 2025 (less than 24 hours after return was received)
Claim Reason: “Different from what I ordered”
Buyer Comment: “Item was too small”
Key facts:
1. The customer claimed the item was “different,” yet their comment stated it was “too small.” This is a personal preference issue, not a seller fault or misdescription.
2. The product shipped was exactly what was listed, in model, size, and description.
3. We responded to the buyer promptly and even provided a free return label, though the return was not our responsibility per Amazon’s policies.
4. We received the return and processed the full refund within the same day.
5. As a goodwill gesture, we also offered to reimburse return shipping even though we were not obligated to do so.
Despite all of this, the claim was auto-closed and negatively affected our ODR simply because the buyer submitted the claim before the return was delivered — not because of any delay or error from us.
We contacted Seller Support with a detailed explanation and asked for the decision to be reviewed, but the response was generic and dismissive, failing to consider the facts of the case.
---
We urge Amazon to implement a fair case-by-case review process before impacting seller metrics. Punishing sellers for situations outside their control, especially when they follow all policies and go above and beyond, is demotivating and unjust.
If any moderators or experienced sellers have advice on how to escalate this further or trigger a manual review, your input would be greatly appreciated.
Best.
Customer left negative feedback
Hi @Seller_gAhPNiLrkfTcr
Can you please help with this order (206-2649502-6841157).
The customer placed an order with us and we dispatched the order to the address that customer provided in the order and tracking show proof of photo and gps but customer state that "it was never received" and left us a negative feedback. Can you please review and help to remove the feedback for us.
Thank you,
Sai
Customer communication guidelines.
Hi all, I have one particular item for sale on Amazon which has an extremely high return rate (about 1 in 5) many times higher than our website. It's a gaming adaptor which can be quite tricky to setup for those without experience. I tend to think it's more of an impulse purchase for people on Amazon who haven't done any research. The vast majority of returns claim the item is faulty but 99% of the time it isn't.
I'm trying to think of ways of lowering the return rate and thought about sending an email prior to delivery with links to the manufacturers website troubleshooting guide and community forum.
Is this allowed or am I going to run into problems with Amazon for having external links? Sadly there's just too much info to include in an email.
Anyone else doing this successfully without getting into trouble?
"Defect" registered in my seller account because I did not comply with a scammer's requests.
Hello!
I am seeking assistance in removing the A-Z defect from my account after a customer scam attempt.
Order ID: 026-6591864-0317941
The product was shipped on time and on the day of delivery, it had not left the Royal Mail depot in the way to the buyer. The Royal Mail website said that a request had been made for the product not to be delivered to the address on the order and that instructions were awaited.
After 2 days, the customer contacts me via Amazon messaging and tells me that if there is any further delay in delivery, they will request a refund.
I reply asking him to remove the non-delivery request and he will receive his product immediately.
He tells me that he did not make such a request and that the product is not being delivered because we, the sellers, did not pay for the shipping. He also attaches a photo of a Royal Mail card that was allegedly left at his address and through which Royal Mail said that we did not pay for the shipping.
Although he had just sent us proof of attempted scam via Amazon messaging, I politely explained that Royal Mail does not transport products to destination cities expecting them to be paid for later, and they do not even generate shipping labels if they are not paid for.
In the end, the customer requested a refund but did not remove the previously made request for non-delivery of the product so the item was returned to us.
Everything was fine up to this point but, according to Amazon policy, a defect was registered in our account. We appealed but, to our surprise, it was rejected.
Although initially on the Royal Mail page it was said that a request was made for the product not to be delivered to the address in the order, later, on the date of our appeal, its status changed and became "item retention" so we could not show the existence of that request. However, we attached to our appeal the fake photo received from the customer (via Amazon messaging), in which he claimed that Royal Mail had informed him that we had not paid for the shipment and this is the reason why the product is being held in the depot. Evidence that undoubtedly shows attempted fraud, but it seems that this did not matter in analyzing our appeal.
I understand, like many others, the difficulties that Amazon often has in detecting scams, in the context in which there is pressure to respect the rights of buyers. However, from here to punishing sellers for alleged non-compliance with Amazon policies when they do not align with the actions of the scammers, it is a long way. And, incomprehensible. Especially in the context in which there is clear evidence of fraud or attempted fraud.
I hope someone can help me so that this defect is removed from my account.
Thank you!
A-Z CLAIM FOR NON RECEIEPT. AMAZON AWARDING CLAIMS EVEN WHEN TRACKING SHOWS DELIVERED AND SIGNED FOR WITH PHOTO
Why is amazon awarding A-Z claim when we have shipped with signature and photo at time of delivery.
When i appeal this. i get the message from amazon , we stand with our decision.
my items are high value from £150-£700 and these false fraudulently claims are being awarded and amazon is not taking any responsibility for them
i am looking to stop business on this platform as these losses are way too much.
URGENT: Negative Feedback for Alleged Fake Item – Need Assistance
A customer left negative feedback and reported us to Amazon, claiming we are selling fake items. We submitted all the required paperwork, and we were able to resume selling with buy box on us.
However, the negative feedback ("Avoid buying fake!!!!!!!!!") has not been removed even its FBA item and approved its not fake.
We have successfully sold 400 units of this product without a single complaint until now. This particular case seems like an abuse of the system possibly to get a free item or due to competition.
There should be a threshold or percentage of sales vs. reports before taking such serious action. Otherwise, any competitor or dishonest buyer can unfairly harm sellers.
Could you please assist in getting this unfair feedback removed?
Id : 10957393932
@Seller_j9Bd91CW3ZVpr @Seller_Huz6FT08OxHAR @Seller_XUNeUuvrQDpgP @Seller_DNQGSsdC7DccM
Amazon Customer Service Opening Fraudulent A to Z Claims On Behalf Of Customers?
I had a customer over the weekend open a return. It's in the clothing category and was within the 30 day return policy but for some reason Amazon's system didn't generate a free return label.
The customer contacts us and demands a free return label, but because the customer is impatient and didn't get an instant response the customer then contacts Amazon customer service.
There is then an A to Z opened against the order. The reason being? The customer is apparently now claiming that they have returned the item, the tracking shows we have received it but haven't refunded. Which is clearly untrue and totally contradicts their earlier contact where they are demanding a free return label.
So I contact the customer this morning. I send them a link to get a free RM return label, but also ask that if they haven't received a return label why have they opened a false A to Z claim stating they have already sent the return but not received a refund?
The customer denies opening an A to Z claim and states Amazon CS have done this on their behalf after contacting them.
To be honest, we'll contest the A to Z but will probably never get to the bottom of it, it is concerning however that Amazon CS could potentially be using their own system to commit fraud against third party sellers.
Hi everyone. Hope you are well. I'm an experienced Amazon seller this has been my full time job for over four years now. And I know most tricks of the trade.
Let me give a bit of explanation as to what is happening and some context. So first of all. Im an FBM Seller. Who is on Seller Fulfilled Prime. This means I ship the parcels out myself and its on prime.
Occasionally I of course get some refunds as we all do. The parcels may be lost after they are picked up. And I claim against the courier. Sometimes I get customers getting refunds because they say the parcel hasn't turned up when it has. I understand this situation, also. So I dont mind doing a refund for them as the courier probably dropped it at a wrong location but as long as I have a proof of delivery then I can do a safe T claim. So I dont mind these.
Every single refund I do what I always do. Is I put them in a folder. And twice a week I go through the refunds and do safe T claims. Chase the orders. And try and find out what happened. We usually have between 250-350 orders a day so there sometimes can be about 10 refunds a week that I need to chase through.
The most common type of reason we get a refund is "General adjustment" this is where a customer moans to Amazon and says that the parcel never turned up. Or it was a wrong item inside without even contacting the seller. So Amazon will issue the refund. Now we're not perfect. We get the occasional parcel wrong. But we don't do enough to warrant the amount of refunds issued.
Upon going through my refund folder. I found a common occurance of the refunds being issued to a common name but a different delivery address. That name was a man named "Asad Ali" I had over 17 refunds in 30 days going to this guy all for general adjustment. After making cases with Amazon you can find out why the general adjustment refunds was issued and it would all be for the same reason. Wrong item inside.
So all 17 refunds given to "ASAD ALI" were all going to different addresses. All round the country. But obviously I had the customers information. This ASAD ALI was very silly. Because he was leaving the customers phone numbers on the contact details that it was being delivered to.
After speaking to seller support who were absolutely no help at all. They recommended me to reach out to the buyers. Which I did
After speaking to at least 5 different buyers. They confirmed they bought the products on EBAY and it was my goods they had received. My tracking numbers. My packaging. And there was no issues whatsoever. They even showed me the seller who they bought it from!
After finding the seller. We got there information and had a look at his storefront on eBay and he was selling my goods on there for so cheap! Of course he was able to because he was making a 100% profit margin from Amazon. All he needed to do was get a refund from Amazon. And his Ebay Customer is happy with their product and he's got a refund from Amazon from me.
All in all this particular seller had done me for over £400. I built all the evidence. Took it to seller support. Emailed the managing director at Amazon. They just laughed at me and gave me what I can only assume as AI generated responses. Making Amazon an accomplice to this clear refund fraud. I had to take the case to the Fraud Prevention police team.
What's worse is that every single general adjusment refund I get now I have to go through with a fine toothcomb. And what I've found is that a lot of them are getting refunded to common names but the delivery address is for a different name. Whether they realised that I've figured out the name or not and they've tried to be smarter than me I dont know. But what I do know is that Im not letting them get away with it.
As they're leaving the customers mobile phone numbers on the delivery information I'm left with no choice but to contact customers. Each one is all saying the same thing. They are buying the product on EBay. And do not buy on Amazon. And there is no issues with the product. They will give me the sellers name on EBay and it seems to be a group of sellers.
My question is what can I do? Amazon dont care. You can't get passed their AI system or their unhelpful workers halfway round the world. I've built more than enough evidence to make it an open and shut case with the police. Got a victim, perpetrator, evidence and witnesses. But Amazon wont care. I submit everything on a safe T claim but its just rejected every single time. Im getting atleast 7 of these refunds a week now. And its the same thing every single time. I've made case after case after case. The prroblem is. Its multiple accounts doing it to me. I contact the customers direct and they all say they bought of Ebay with no problems at all. And its my stuff!
I've reported to police. Reported to Amazon. But just cant get reimbursed from Amazon. Im forced to swallow £100+ a week so they can make a living off me. PLEASE someone advise me? Anything will do!!!
I cant be the only one whos going through this. ALL ADVICE WELCOMED PLEASE SOMEONE TALK TO ME
@Seller_mIRnuhdx7l5sN@Seller_Huz6FT08OxHAR @Seller_XUNeUuvrQDpgP@Seller_z3k8APxGfbQEK@Seller_DNQGSsdC7DccM
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