Does Amazon Protect Sellers or Scammers with its A-to-Z Guarantee?
Hey fellow sellers,
I’m genuinely shocked by what I’m experiencing right now and wanted to share this with you. Has anyone gone through something similar? How did you handle it?
A customer placed an order with my store. The package was shipped without issues, successfully delivered, and I even have a photo of the exact delivery moment.
However, the customer kept reaching out, insisting they never received the package. Each time, I provided tracking details and a delivery photo, yet they continued claiming non-receipt and ultimately filed an A-to-Z claim.
And this is where things got unbelievable.
Amazon accepted the customer’s claim without any supporting evidence! Despite having official tracking details, carrier confirmation, and even a delivery photo, Amazon ruled in the buyer’s favor and refunded them at my expense!
Of course, I immediately appealed. But Amazon support rejected my appeal, stating that I provided "insufficient evidence." Insufficient evidence? I have a photo proving the package was at the customer’s address—what more could they possibly need?
You know what’s even crazier?
I cross-checked the delivery photos with Google Maps and other publicly available sources and confirmed that the images from the carrier perfectly match the delivery address on record.
Amazon’s solution to this? Absolutely nothing!
Honestly, I have no doubt that the customer is holding my product right now. They’re probably staring at their phone, laughing to themselves, thinking, "I can’t believe I got away with this!"
I’ve provided all the evidence, yet I’m the one at a loss, while the customer only needed to send a single message to get their money back.
Is A-to-Z Guarantee actually protecting honest sellers, or is it becoming a serious risk for us?
Does Amazon truly stand by its sellers in situations like this? Have any of you successfully fought an unfair claim and won?
Would love to hear your thoughts!
Does Amazon Protect Sellers or Scammers with its A-to-Z Guarantee?
Hey fellow sellers,
I’m genuinely shocked by what I’m experiencing right now and wanted to share this with you. Has anyone gone through something similar? How did you handle it?
A customer placed an order with my store. The package was shipped without issues, successfully delivered, and I even have a photo of the exact delivery moment.
However, the customer kept reaching out, insisting they never received the package. Each time, I provided tracking details and a delivery photo, yet they continued claiming non-receipt and ultimately filed an A-to-Z claim.
And this is where things got unbelievable.
Amazon accepted the customer’s claim without any supporting evidence! Despite having official tracking details, carrier confirmation, and even a delivery photo, Amazon ruled in the buyer’s favor and refunded them at my expense!
Of course, I immediately appealed. But Amazon support rejected my appeal, stating that I provided "insufficient evidence." Insufficient evidence? I have a photo proving the package was at the customer’s address—what more could they possibly need?
You know what’s even crazier?
I cross-checked the delivery photos with Google Maps and other publicly available sources and confirmed that the images from the carrier perfectly match the delivery address on record.
Amazon’s solution to this? Absolutely nothing!
Honestly, I have no doubt that the customer is holding my product right now. They’re probably staring at their phone, laughing to themselves, thinking, "I can’t believe I got away with this!"
I’ve provided all the evidence, yet I’m the one at a loss, while the customer only needed to send a single message to get their money back.
Is A-to-Z Guarantee actually protecting honest sellers, or is it becoming a serious risk for us?
Does Amazon truly stand by its sellers in situations like this? Have any of you successfully fought an unfair claim and won?
Would love to hear your thoughts!
0 respuestas
Seller_7LrAV0m5llaI7
Did you have a signature from the customer to confirm that they receive it in their hands?
Proof that the customer has received the item. Like a signature, or a comment from the customer in buyer seller messaging.
You know what’s even crazier?
I cross-checked the delivery photos with Google Maps and other publicly available sources and confirmed that the images from the carrier perfectly match the delivery address on record.
Amazon’s solution to this? Absolutely nothing!
Honestly, I have no doubt that the customer is holding my product right now. They’re probably staring at their phone, laughing to themselves, thinking, "I can’t believe I got away with this!"
The item could have been stolen before the customer got home. You instructed your courier to leave the package outside if the customer was not home. That is the risk YOU took.
You could have had the courier "do not safe drop" and hold the package at a pickup point.
It protects both sellers and buyers.
Yes, we have, if we provide evidence that the customer has received the item.
If you paid for a signature and the courier leaves it outside when the customer isn't home, you can claim it back via the carrier's insurance.
Seller_BCsJXNkuO7q9e
you must be new on Amazon.
Amazon takes the buyer’s word despite photographic evidence.
It’s bizarre they do not accept photo of delivery as evidence. Buyers do not like signatures. It means somebody needs to be home or they need to go to a depot for pickup. Even with signature you are not fully protected as in the past. Amazon still grants buyer claims when they feel like it without providing any valid explanation.
Seller_jbBO5fX554s05
You will almost never win an A to Z claim as a seller
signatures, photos tracking who cares
it used to make me really angry, just sad acceptance now
Seller_HFKLryeKBaHWj
@Seller_qQFor6woC6mTn
Don't listen to the replies, their all lying!! These are bitter sellers that have been beaten down by Amazon where they just agree to the mistreatment.
The same thing happened to me today. Buyer filed a claim on 03/16/2025 saying that package was "empty". But on 3/13/2025 , buyer emailed stating the item wasn't what they were expecting and asked for a replacement. I appealed the claim, showed proof of signature, proof of delivery, and waybill# that displayed package weight. My appeal was still denied!
So don't believe these posts for one minute. These people know there's a problem but its more justifiable to find fault in the seller.
Keep you head up! It can't last forever...
Seller_2xEkbLg91JMJx
same happened to me just recently. I was made to refund the customer for the product. But, Amazon said we won’t put mark against your account health because you showed that the product was delivered. Yet I’m out the money.
Seller_1idNlTUpfKbZW
tl;dr
Scammers. They protect scammers.
Seller_gKtHsrGPM5spY
I had same issues, it was solved with adding signature option.
Once you prove item was delivered with signature you are protected.
Seller_LTv2zrpA8Qcn1
Hi, just so you know and not lose hope, there is a variety of sellers' experiences with A-Z claims. I know a lot of folks report the negatives. But this is not always the case -- at least not for me.
In a nutshell, I've had 2 (back to back) claims a few months back - one was funded by Amazon and with both having no impact on my ODR.
1) One was for a claim stating that I sent the wrong book and refused to refund. When I had received the return, I knew it was a bogus claim since I did not own that (tattered) book title EVER. I dug my heels in and refused to refund knowing what was going to happen, as the buyer hinted he knew how the system worked...
NOTE: I did not just sit and wait for the decision. I meanwhile called the Account Health option and after I explained the situation he right away assured me that regardless of the outcome, my ODR will not be impacted; and that he will put his promise on the record. He did! Outcome: Amazon-funded and no ODR impact,
(I am planning to post my (positive 2 experiences) with all details (wording of my appeal, chain of events etc) in the very near future....though I really don't think I did anything special)
====================
2) This was for a claimed "defect" but "bought by mistake" mayhem. NOTE: This item had no tracking, yet Amazon did not automatically refund the buyer. Instead, the buyer was told he needed to send it back first before he gets his refund. The claim was then put in "Case withdrawn" mode while I waited for the return. I COULDN'T STOP BEAMING while picking myself up off the floor. Again, no impact on ODR.
There is hope!
Seller_LTv2zrpA8Qcn1
Just wanted to add that I think the key to you losing the A-Z is here:
However, the customer kept reaching out, insisting they never received the package. Each time, I provided tracking details and a delivery photo, yet they continued claiming non-receipt and ultimately filed an A-to-Z claim.
Amazon must have thought you should have resolved it before it getting to the A-Z point. While it's possible the buyer is "lying" it's equally possible s/he is not. (Sucks, I know)
Seller_5wa3H6oQIsRfp
Welcome to the wild world of e-commerce at scale.
Look, I get it — you’ve got tracking, a delivery confirmation, and a photo. From your perspective, this should be an open-and-shut case. And in a perfect world, yeah, it would be. But here’s what you might not want to hear: even with all that, Amazon’s job is to prioritize the customer experience — because that’s what keeps people coming back.
Now, I’m not saying it’s fair that a buyer can file a claim and win despite photo evidence. But Amazon isn’t evaluating this the same way you are. You’re thinking, “Look at all this proof!” Amazon is thinking, “Is there any reasonable doubt this buyer could have not received the package?” If the answer is even maybe, they lean in favor of the customer. Why? Because 99.9% of buyers aren’t out to scam sellers — and Amazon would rather lose a few small claims than risk eroding buyer trust.
As for the “insufficient evidence” — yeah, that part stings. But it’s also a signal that what you consider bulletproof doesn’t necessarily check all of Amazon’s internal boxes. Was the delivery photo geotagged? Was the carrier Amazon Logistics or a third-party? Was there a signature required? These are the kinds of variables that matter — and unfortunately, sellers usually don’t have full control over them.
So no, this doesn’t mean the system is broken. It just means that as a seller, you need to build in loss margins for situations like this. It’s not personal. It’s part of doing business on a platform where speed, convenience, and buyer protection are king.
Can you fight and win sometimes? Yes. But it usually requires escalating with exact policy references, not just emotion and logic. Amazon doesn’t rule based on who’s “obviously right” — they rule based on data, system triggers, and compliance documentation.
Want help structuring a proper A-to-Z escalation that actually gets traction? I can help with that. But step one is accepting that this is the game — and like it or not, we all agreed to the rules when we hit “Start Selling.”
