Get over £42K in potential incentives when you start selling with Amazon. Learn how
Get over £42K in potential incentives when you start selling with Amazon. Learn how
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    A-to-Z Appeals Made Simple
    by Seller_FJwyF3iu5qxUY
    Amazon replied

    Hello Sellers,

    Receiving an A-to-Z claim can feel frustrating, but understanding the appeal process can help you protect your account health and potentially reverse unfavorable decisions. Let's walk through everything you need to know about appealing these claims effectively.

    🔍What Is an A-to-Z Claim?

    The A-to-Z Guarantee protects customers when they experience issues with Marketplace orders whether it's a delivery problem or an item condition issue. If a customer doesn't receive a resolution after contacting you and waiting 48 hours, they can file a claim with Amazon. Once filed, claims are either auto-granted or manually reviewed by Amazon's investigation team.

    ⏰Understanding Your Appeal Window

    You have 30 calendar days to submit an appeal after a claim is granted in your favour and your account is debited. This is your opportunity to provide new information that could dispute the decision and potentially reverse the claim.

    📝 How to Appeal: Step-by-Step

    Step 1: Access Your Claims

    • Go to the Performance menu in Seller Central
    • Select "A-to-z Guarantee Claims"
    • Click on the "Option to Appeal" tab

    Step 2: Locate Your Claim

    • Find the relevant claim you want to appeal
    • Select "Appeal decision"

    Step 3: Build Your Case, enter your comments in the text box with any information that helps Amazon understand why the claim should be reversed. Focus on providing:

    • For delivery-related claims: Dispatch method, proof of delivery from your carrier (signature confirmation, carrier details)
    • For returns-related claims: Domestic return address, return shipping details (like prepaid labels), and explanation of why a return request was rejected
    • Customer communication: Any correspondence showing the customer acknowledged receipt or expressed satisfaction with the transaction

    ⚠️Important Note: The text box doesn't support attachments. If you need to share documents like proof of delivery, use Buyer-Seller Messages to send them to the customer, then mention in your appeal that you've attached additional information via Buyer-Seller Messages.

    Step 4: Submit Your Appeal Click "Submit" when you're ready. Amazon will review the information you provided.

    ⏳What Happens Next?

    After you submit your appeal, Amazon's investigation team will review your case. If they need additional information, they'll contact you via email. You must respond to any information requests within 48-72 hours.

    When your appeal is successful, either the refund cost or the impact to your Order Defect Rate (ODR) may be reversed. Keep in mind that it may take up to 7 calendar days for the ODR reversal to reflect on your Orders page or for your selling account to be refunded.

    Pro Tips for Successful Appeals

    ✓ Act quickly - Don't wait until the last day of your 30-day window

    ✓ Be specific - Include order IDs, dates, tracking numbers, and concrete evidence

    ✓ Stay professional - Present facts clearly without emotional language

    ✓ Document everything - Keep records of all customer communications

    📚 Need More Help?

    For additional guidance on A-to-Z claims, visit the A-to-z Guarantee Claims help page or learn more about responding to claim notifications.

    I want to hear from you! What are your thoughts? How do you appeal? Do you have a format you use? Let me know!

    1 vote
    28 votes
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    38 replies
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    Seller_ofkaq656XneBp
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    Amazon return SCAM
    by Seller_ofkaq656XneBp

    Amazon has accustomed buyers to the idea of ​​choosing a false reason for returning an item, thus providing them with free returns service, which the seller pays for. Amazon's 6% rate, eBay's 1% rate, SCAM.

    11 votes
    1 vote
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    Seller_GPLxAbyNPI33I
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    Stop this unfair practice Amazon
    by Seller_GPLxAbyNPI33I

    Amazon Marketplace Sellers Deserve Better

    I’ve just had to refund a £50 book because a buyer contacted me six weeks after purchase claiming it hadn’t arrived. Amazon sided with the buyer — no surprise there — but here’s the kicker: Amazon only lets sellers access shipping labels for 30 days. So I couldn’t retrieve the tracking number. Royal Mail won’t compensate without it. And the buyer? They’re allowed to raise claims well beyond that window.

    Amazon lets buyers raise INR claims after 30 days ✅

    Royal Mail requires tracking info to issue compensation ✅

    Amazon deletes label access after 30 days ❌

    Sellers are left footing the bill ❌

    This isn’t just poor policy — it’s a system designed to protect platforms and punish sellers. We’re expected to absorb losses, stay professional, and keep selling while the rules work against us.

    Enough is enough. Amazon, Royal Mail, and other carriers need to align their timeframes and give sellers the tools to defend themselves. Until then, we’re operating in a rigged system.

    If you’re a seller who’s faced this — speak up. The more noise we make, the harder it is to ignore.

    29 votes
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    Urgent: Buyer Complains About Amazon System and I Get the Negative Feedback?
    by Seller_6HXPDZ2n6YG3n
    Amazon replied

    Hello,

    @Seller_GEZPMc4CeQfh6 @Seller_Huz6FT08OxHAR @Seller_XUNeUuvrQDpgP @Seller_hnDMgUKxMh1V4 @Seller_Udi0JNbTrsmUV @Seller_mIRnuhdx7l5sN

    I need help from moderators regarding a feedback removal request that was declined even though the buyer’s comment clearly refers to Amazon’s own return system and Amazon support, not my performance as a seller.

    Here is the case id : 11630761272:

    “Seller's page says that I can return items, but when trying to do so, I'm told that this is not an option. Amazon support wasn't helpful either because instead of helping with the return, they just tried to force a refund that didn't go through. Aka I can't exercise my statutory rights, so best to avoid this seller.”

    Facts:

    The buyer never contacted me directly at any point.

    I sent her clear return instructions, but she did not respond.

    She also admits she contacted Amazon, not me.

    The product itself is not return eligible under Amazon policy, which sellers cannot change or control.

    This feedback is clearly about Amazon’s system and customer service, not the seller’s actions or product quality.

    According to Amazon’s own policy, “Feedback referring to Amazon’s fulfillment, return, or customer service processes may be removed or struck through.”

    I kindly ask for a moderator review or escalation to the appropriate team, as this feedback unfairly affects my account even though it criticizes Amazon’s system, not my performance.

    Thank you in advance for any help or advice.

    Kind regards

    9 votes
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    Ongoing Refund Scam Causing £74,000+ Loss
    by Seller_sKpu5qmUj2QiW
    Amazon replied

    We are currently facing a severe and ongoing issue on Amazon where multiple fraudulent buyers are abusing the platform’s refund policy to conduct illegal dropshipping scams. These individuals are purchasing our products, obtaining automatic refunds from Amazon (without returning the goods), and selling the items on marketplaces such as eBay.

    We have concrete proof of this activity. We ourselves placed an order via eBay and confirmed that the product was delivered by our own carrier partner, clearly indicating that the fraudulent sellers are sourcing the products through Amazon, using our listings. This is blatant abuse and financial fraud.

    To date, we have incurred a financial loss exceeding £74,000 due to these scams. Despite providing Amazon with detailed evidence—including delivery confirmations and links between eBay sellers and fraudulent Amazon buyer accounts—we have only been told that certain buyer accounts have been blocked. Unfortunately, this has not resolved the issue, as the perpetrators simply create new buyer accounts and repeat the same tactics.

    Amazon’s current system appears to be enabling these bad actors:

    Automatic refunds are issued without proper verification.

    Non-returnable product policies are exploited repeatedly.

    SAFET claims are consistently denied, despite our substantial proof.

    No access to the identity or information of these fraudulent buyers is provided to us, limiting our ability to pursue independent legal action.

    We believe that Amazon has both the capacity and the responsibility to flag and stop buyers who request multiple refunds in a short period, yet this loophole continues to be ignored. As a result, we—the legitimate brand owner and seller—are left absorbing the losses, while Amazon and the fraudulent parties profit from our products and work.

    Immediate escalation to a senior account or fraud specialist.

    A full investigation with outcomes shared transparently.

    Reimbursement or support in recovering our losses.

    Policy review and stronger safeguards against recurring refund fraud.

    We are more than willing to provide all supporting documentation again to aid in this process.

    70 votes
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    When Returns Don't Match: Managing Wrong or Damaged Item Returns
    by Seller_gAhPNiLrkfTcr
    Amazon replied

    Dear Sellers,

    Has a customer returned a defective item or sent back the wrong product? These situations can significantly impact your business. Following these guidelines will help protect your profits and maintain positive customer relationships:

    📑 Step 1: Document Everything

    • Take clear photographs of the returned item.
    • Record all shipping labels and tracking information.
    • Keep all evidence in your records.

    💰 Step 2: Process the Refund

    • Action within 48 hours of receipt.
    • Select "Partial Refund" when appropriate.
    • Upload photographic evidence.
    • Never ignore or close returns without proper action.

    💬 Step 3: Customer Communication

    • Message the customer explaining your decision.
    • Clearly state why you're issuing a partial refund.
    • Keep all communication professional and constructive.
    • Work together to find a solution.

    Key Point: Solid documentation and straightforward communication are essential. Keep your customer informed of all decisions.

    💭 We'd love to hear from you: What's your biggest challenge when handling returns? Share your experience in the comments below!

    2 votes
    7 votes
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    ODR affected despite buy shipping used
    by Seller_B8rtnzHr0kixL
    Amazon replied

    Hi everyone,

    I’m hoping someone can help or offer guidance, as I’m stuck in a loop between Account Health and Seller Support.

    I recently had an order where I used Amazon Buy Shipping, shipped on time, and followed all Amazon policies. The courier later reported that they couldn’t access the buyer’s address — it appeared to be a farm road with a locked fence.

    I contacted the buyer to ask for access instructions, but there was no response. The parcel was never returned to me, and the buyer eventually raised an A-to-Z claim.

    I asked the buyer to wait a bit longer as I had already contacted the courier to attempt a redelivery, but unfortunately, they still couldn’t deliver.

    Later, the buyer reached out again asking for help, and as a goodwill gesture, I decided to refund them directly while also submitting a claim with the courier to try to recover my losses.

    Even though I did everything correctly under Amazon’s policies and used Buy Shipping (which should protect me from ODR impact), Amazon closed the A-to-Z claim in the buyer’s favour and still counted it against my Order Defect Rate (ODR).

    My account is now showing as “At Risk”, and every time I contact support:

    Account Health tells me to contact Seller Support.

    Seller Support tells me to contact Account Health or says they can’t provide details because the A-to-Z is closed.

    I’m not trying to appeal the A-to-Z decision, I simply want help to remove the ODR impact since this situation clearly met the Buy Shipping protection criteria.

    Has anyone else dealt with this before, or can any Amazon representatives here advise how to get the defect reviewed and removed?

    i have seen a dip in sales and impressions since this was put on my account so i believe this is affecting the SEO negatively as well .

    Thanks in advance.

    1 vote
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    6 replies
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    🌟 Customer Delight: Going Beyond Basic Service
    by Seller_dnxnrsZIeTNo3

    Hey Sellers!

    Let's talk about exceeding customer expectations while staying compliant with Amazon's policies. Small touches can make a big difference in customer satisfaction and repeat purchases.

    Why This Matters

    Standing out in a crowded marketplace isn't just about prices - it's about creating memorable experiences that keep customers coming back.

    📦 Approved Ways to Delight

    • Packaging Excellence
    • Right-sized boxes to prevent damage
    • Professional, clean packaging materials
    • Secure wrapping for fragile items
    • Neat, organized presentation

    📝 Clear Communication

    • Prompt responses (within 24 hours)
    • Proactive shipping updates
    • Clear return/refund information

    📋 Product Information

    • Detailed, accurate descriptions
    • Clear, high-quality photos
    • Helpful usage instructions
    • Important care details

    🛡️ Problem Resolution

    • Quick acknowledgment of issues
    • Clear solutions offered
    • Follow-through on promises
    • Professional documentation

    Pro Tips:

    ✅ DO:

    • Focus on product experience
    • Respond promptly
    • Keep detailed records

    ❌ DON'T:

    • Include marketing materials
    • Request reviews
    • Share contact info

    Share Your Experience:

    What's your best customer service win?

    Any creative (but compliant) ways you delight customers?

    7 votes
    71 votes
    3.9k views
    63 replies
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