As we all know A-Z claims almost every single time go in favour of the customer, even with tracking information and proof of signature, which is very frustrating.

I sell on over 30 marketplaces all around the world and ship out thousands of items every single month and amazon marketplace is the only channel out of them all where I experience issues with claims.

On average I tend to get at least 1 claim per week on amazon, as for all my other marketplaces I may get 1 per year!

So there’s clearly a problem and unfortunately there are deceitful people out there who are abusing the system.
I actually found a forum yesterday when researching online that people are telling how to actually purchase items on amazon and get refunded and on top of that able to keep the item (you can find this very easily when googling).

I wanted to create this topic so us sellers can help each other share advice and what they may have done to win a-z cases, so we can at least try to cut down on these false claims.

I understand not all claims are false but from my experience when investigating them, I believe the majority are, given I don’t get this issue at all with my other marketplaces.

One thing we have put in place has worked brilliantly and has a 98% success rate. This isn’t appealing an a-z claim but when a customer messages saying "my item hasn’t been delivered’ and when you track the item and it shows as being delivered, I have sent them the below message.

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" Hi (XXXXXX)

I hope you are well and thank you for your message.

I think you may have clicked on the wrong order and seller - please check as this does tend to happen from time to time.

Please also read carefully:

Your order was delivered at: (XXXXXX)

(couriers name) have also provided a GPS location of where exactly your postman was when s/he scanned the barcode immediately before delivery as proof.

Please see details here: (tracking link)

If after checking you still decide to maintain not receiving this item, it will have to be escalated and I would need to report this accusation of theft to (couriers name) against your postman + start an investigation about your street and address statistics, both with (couriers name) and Amazon given this item is recorded as delivered with GPS coordinates.

Please let me know & I look forward to hearing from you.

Many Thanks

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Almost every single time this works and you never hear anything again from the customer or in some cases, they come back saying " oh yes, my mistake I have got it"

As mentioned this has had a huge help on preventing claims and works pretty much every time.

The problem I’m having is when they raise a-z claims without even contacting you and even worse is we have a-z claims the day the item has been delivered or day after and the expected delivery date isn’t for another week, which clearly shows they have received their item and can’t wait to raise a claim.

I probably win 1 in 15 a-z claims. I have just had 2 this week, both shipped on time, delivered on time and with a signature which I have sent all this information through and both claims were upheld in favour of the customer.

I was advised to write the following in the appeal

" “To Amazon,

The order [enter order number] was shipped on [enter date] with tracking number [enter tracking number] by carrier [enter carrier name] and the estimated delivery date was [enter estimated delivery date confirmed to the customer]. The shipment can be tracked using this link:[enter link to online tracking showing delivery and signature confirmation from customer]. According to the order’s tracking information, the package was delivered to the correct address [enter address] on [enter date] and signed by [enter signee]. Please re-investigate the claim since the order was delivered on/before the estimated delivery date.

Best regards,”

I was also asked to email the proof of signature to the customers which on 1 case I did but the other customer amazon wouldn’t allow me as the customer opted out of receiving messages.

Both claims were rejected.

in fact 1 other claim this week was attempted to be delivered on multiple occasions, the customer wasn’t in, we messaged them daily advising them to collect their item from their local post office and they never replied, they raised an a-z claim and it went in there favour and went against our performance metrics. Crazy hey!

So I’ve come up with a solution to tackle customers messaging saying there items haven’t been delivered when tracking shows otherwise, but now I and I’m assuming everyone else wants to know how to get a better success rate at appealing claims.

Does anyone here reading this have any advice or tips when appealing a-z claims when items are showing as being successfully delivered?

Also feel free to message me if you have any questions but I hope here we can keep this thread going and work between us sellers to work together inn tackling these a-z claims.