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Seller_fG0YjDnMbOXeu

A-to-Z claims granted contrary to Amazon policy and appeals repeatedly denied

@Ken_Amazon

Hi Ken, your assistance requested with the recurring issue of A-to-Z claims being granted incorrectly and contrary to Amazon policy and then appeals repeatedly rejected

Order 250-0456256-1270226 - Customer submitted a return request for ordered by mistake and 5 hours later an A-to-Z claim, we asked the customer to confirm that the product packaging was intact and no seals broken - the product was a computer processor - the customer advised that the seal had been broken as they had "inspected" the product. We advised that as per the Amazon Returns policy which states that products must be returned in their original condition and with seals unbroken the order was therefore not eligible for return and closed the returns request accordingly.

Amazon granted the A-to-Z claim and refunded the customer and have rejected multiple appeals with their standard copy and paste "Although we understand your position, we stand by our decision. "

Order 249-1500664-3447067

The customer requested a return request which was accepted and allegedly attempted to return the order multiple times but had it returned to them by Australia Post as undeliverable - which is a little odd - and then submitted an A-to-Z claim which was granted.

They then messaged us to say they had changed their mind and wished to keep the product and pay for it so we advised them to withdraw the A-to-Z claim which they say they have done and also cancelled the refund to them.

The A-to-Z claim has not been reversed and repeated appeals are denied with the standard "We have reviewed the buyer’s claim and the information you provided for order 249-1500664-3447067.

Although we understand your position, we stand by our decision. "

It is quite clear nothing has been reviewed

The number of times this happens is unacceptable and we will no longer standby, regardless of the order value, and allow these invalid claims and/or responses to continue.

Both these cases as well as the more general of every single appeal being met with "Although we understand your position, we stand by our decision. " regardless of Amazon Policy or the facts of the appeal. Not only does this incorrectly impact our account health, over the last few years we have lost thousands of dollars due to this and enough is enough

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user profile
Seller_fG0YjDnMbOXeu

A-to-Z claims granted contrary to Amazon policy and appeals repeatedly denied

@Ken_Amazon

Hi Ken, your assistance requested with the recurring issue of A-to-Z claims being granted incorrectly and contrary to Amazon policy and then appeals repeatedly rejected

Order 250-0456256-1270226 - Customer submitted a return request for ordered by mistake and 5 hours later an A-to-Z claim, we asked the customer to confirm that the product packaging was intact and no seals broken - the product was a computer processor - the customer advised that the seal had been broken as they had "inspected" the product. We advised that as per the Amazon Returns policy which states that products must be returned in their original condition and with seals unbroken the order was therefore not eligible for return and closed the returns request accordingly.

Amazon granted the A-to-Z claim and refunded the customer and have rejected multiple appeals with their standard copy and paste "Although we understand your position, we stand by our decision. "

Order 249-1500664-3447067

The customer requested a return request which was accepted and allegedly attempted to return the order multiple times but had it returned to them by Australia Post as undeliverable - which is a little odd - and then submitted an A-to-Z claim which was granted.

They then messaged us to say they had changed their mind and wished to keep the product and pay for it so we advised them to withdraw the A-to-Z claim which they say they have done and also cancelled the refund to them.

The A-to-Z claim has not been reversed and repeated appeals are denied with the standard "We have reviewed the buyer’s claim and the information you provided for order 249-1500664-3447067.

Although we understand your position, we stand by our decision. "

It is quite clear nothing has been reviewed

The number of times this happens is unacceptable and we will no longer standby, regardless of the order value, and allow these invalid claims and/or responses to continue.

Both these cases as well as the more general of every single appeal being met with "Although we understand your position, we stand by our decision. " regardless of Amazon Policy or the facts of the appeal. Not only does this incorrectly impact our account health, over the last few years we have lost thousands of dollars due to this and enough is enough

20
120 views
8 replies
Reply
8 replies
user profile
Seller_4UClVQ6omP32U

unfortunately this is the way it is with Amazon. Regardless of what the refund policy is, it's very hard to defend A-Z. Just have to price this in as a cost of doing business on Amazon. Seller support don't care

10
user profile
Seller_cfZ8gAAe3ieCT

Hi Ken,

We’ve faced similar A-to-Z issues, and here’s what we’ve learned and implemented to protect our business:

1. Ask for item photos immediately:

As soon as we receive a return request—especially for high-value items like processors—we ask the buyer to provide clear photos showing the item’s current condition and the seal number. This helps us assess eligibility and keeps everything documented in Buyer-Seller Messaging.

2. Don’t close the return request:

Never close a return request yourself, even if the buyer breaks policy. Instead, accept the return but state clearly in the comments that the buyer must cover return shipping and that our policy includes a restocking fee if the seal is broken or item is opened.

3. Use your seller return policy settings:

Amazon’s return policy allows for variations based on your Seller Policy (especially for FBM). We’ve added a note in our policy settings stating:

“Items must be returned in original, sealed condition. Opened, used, or tampered items may incur up to a 50% restocking fee.”

This becomes your official standing and gives you a better position if disputes arise.

4. Once item is returned – document everything:

If the returned item arrives damaged or opened:

Take clear photos

Report the issue via Seller Support

Mention the restocking fee (up to 50%) due to the item being non-resaleable

You may be able to deduct more if the packaging is severely damaged

This method won’t stop A-to-Z claims completely, but it helps defend your case better and recover part of the loss if the return goes through.

10
user profile
Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken,

We really need your help on this, as well as the obvious financial impact of these two claims our account health is impacted and that is having a direct impact on our sales so we are loosing out doubly

20
user profile
Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken, we desperately need your assistance on these issues with claims

00
Follow this discussion to be notified of new activity
user profile
Seller_fG0YjDnMbOXeu

A-to-Z claims granted contrary to Amazon policy and appeals repeatedly denied

@Ken_Amazon

Hi Ken, your assistance requested with the recurring issue of A-to-Z claims being granted incorrectly and contrary to Amazon policy and then appeals repeatedly rejected

Order 250-0456256-1270226 - Customer submitted a return request for ordered by mistake and 5 hours later an A-to-Z claim, we asked the customer to confirm that the product packaging was intact and no seals broken - the product was a computer processor - the customer advised that the seal had been broken as they had "inspected" the product. We advised that as per the Amazon Returns policy which states that products must be returned in their original condition and with seals unbroken the order was therefore not eligible for return and closed the returns request accordingly.

Amazon granted the A-to-Z claim and refunded the customer and have rejected multiple appeals with their standard copy and paste "Although we understand your position, we stand by our decision. "

Order 249-1500664-3447067

The customer requested a return request which was accepted and allegedly attempted to return the order multiple times but had it returned to them by Australia Post as undeliverable - which is a little odd - and then submitted an A-to-Z claim which was granted.

They then messaged us to say they had changed their mind and wished to keep the product and pay for it so we advised them to withdraw the A-to-Z claim which they say they have done and also cancelled the refund to them.

The A-to-Z claim has not been reversed and repeated appeals are denied with the standard "We have reviewed the buyer’s claim and the information you provided for order 249-1500664-3447067.

Although we understand your position, we stand by our decision. "

It is quite clear nothing has been reviewed

The number of times this happens is unacceptable and we will no longer standby, regardless of the order value, and allow these invalid claims and/or responses to continue.

Both these cases as well as the more general of every single appeal being met with "Although we understand your position, we stand by our decision. " regardless of Amazon Policy or the facts of the appeal. Not only does this incorrectly impact our account health, over the last few years we have lost thousands of dollars due to this and enough is enough

120 views
8 replies
20
Reply
user profile
Seller_fG0YjDnMbOXeu

A-to-Z claims granted contrary to Amazon policy and appeals repeatedly denied

@Ken_Amazon

Hi Ken, your assistance requested with the recurring issue of A-to-Z claims being granted incorrectly and contrary to Amazon policy and then appeals repeatedly rejected

Order 250-0456256-1270226 - Customer submitted a return request for ordered by mistake and 5 hours later an A-to-Z claim, we asked the customer to confirm that the product packaging was intact and no seals broken - the product was a computer processor - the customer advised that the seal had been broken as they had "inspected" the product. We advised that as per the Amazon Returns policy which states that products must be returned in their original condition and with seals unbroken the order was therefore not eligible for return and closed the returns request accordingly.

Amazon granted the A-to-Z claim and refunded the customer and have rejected multiple appeals with their standard copy and paste "Although we understand your position, we stand by our decision. "

Order 249-1500664-3447067

The customer requested a return request which was accepted and allegedly attempted to return the order multiple times but had it returned to them by Australia Post as undeliverable - which is a little odd - and then submitted an A-to-Z claim which was granted.

They then messaged us to say they had changed their mind and wished to keep the product and pay for it so we advised them to withdraw the A-to-Z claim which they say they have done and also cancelled the refund to them.

The A-to-Z claim has not been reversed and repeated appeals are denied with the standard "We have reviewed the buyer’s claim and the information you provided for order 249-1500664-3447067.

Although we understand your position, we stand by our decision. "

It is quite clear nothing has been reviewed

The number of times this happens is unacceptable and we will no longer standby, regardless of the order value, and allow these invalid claims and/or responses to continue.

Both these cases as well as the more general of every single appeal being met with "Although we understand your position, we stand by our decision. " regardless of Amazon Policy or the facts of the appeal. Not only does this incorrectly impact our account health, over the last few years we have lost thousands of dollars due to this and enough is enough

20
120 views
8 replies
Reply
user profile

A-to-Z claims granted contrary to Amazon policy and appeals repeatedly denied

by Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken, your assistance requested with the recurring issue of A-to-Z claims being granted incorrectly and contrary to Amazon policy and then appeals repeatedly rejected

Order 250-0456256-1270226 - Customer submitted a return request for ordered by mistake and 5 hours later an A-to-Z claim, we asked the customer to confirm that the product packaging was intact and no seals broken - the product was a computer processor - the customer advised that the seal had been broken as they had "inspected" the product. We advised that as per the Amazon Returns policy which states that products must be returned in their original condition and with seals unbroken the order was therefore not eligible for return and closed the returns request accordingly.

Amazon granted the A-to-Z claim and refunded the customer and have rejected multiple appeals with their standard copy and paste "Although we understand your position, we stand by our decision. "

Order 249-1500664-3447067

The customer requested a return request which was accepted and allegedly attempted to return the order multiple times but had it returned to them by Australia Post as undeliverable - which is a little odd - and then submitted an A-to-Z claim which was granted.

They then messaged us to say they had changed their mind and wished to keep the product and pay for it so we advised them to withdraw the A-to-Z claim which they say they have done and also cancelled the refund to them.

The A-to-Z claim has not been reversed and repeated appeals are denied with the standard "We have reviewed the buyer’s claim and the information you provided for order 249-1500664-3447067.

Although we understand your position, we stand by our decision. "

It is quite clear nothing has been reviewed

The number of times this happens is unacceptable and we will no longer standby, regardless of the order value, and allow these invalid claims and/or responses to continue.

Both these cases as well as the more general of every single appeal being met with "Although we understand your position, we stand by our decision. " regardless of Amazon Policy or the facts of the appeal. Not only does this incorrectly impact our account health, over the last few years we have lost thousands of dollars due to this and enough is enough

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Seller_4UClVQ6omP32U

unfortunately this is the way it is with Amazon. Regardless of what the refund policy is, it's very hard to defend A-Z. Just have to price this in as a cost of doing business on Amazon. Seller support don't care

10
user profile
Seller_cfZ8gAAe3ieCT

Hi Ken,

We’ve faced similar A-to-Z issues, and here’s what we’ve learned and implemented to protect our business:

1. Ask for item photos immediately:

As soon as we receive a return request—especially for high-value items like processors—we ask the buyer to provide clear photos showing the item’s current condition and the seal number. This helps us assess eligibility and keeps everything documented in Buyer-Seller Messaging.

2. Don’t close the return request:

Never close a return request yourself, even if the buyer breaks policy. Instead, accept the return but state clearly in the comments that the buyer must cover return shipping and that our policy includes a restocking fee if the seal is broken or item is opened.

3. Use your seller return policy settings:

Amazon’s return policy allows for variations based on your Seller Policy (especially for FBM). We’ve added a note in our policy settings stating:

“Items must be returned in original, sealed condition. Opened, used, or tampered items may incur up to a 50% restocking fee.”

This becomes your official standing and gives you a better position if disputes arise.

4. Once item is returned – document everything:

If the returned item arrives damaged or opened:

Take clear photos

Report the issue via Seller Support

Mention the restocking fee (up to 50%) due to the item being non-resaleable

You may be able to deduct more if the packaging is severely damaged

This method won’t stop A-to-Z claims completely, but it helps defend your case better and recover part of the loss if the return goes through.

10
user profile
Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken,

We really need your help on this, as well as the obvious financial impact of these two claims our account health is impacted and that is having a direct impact on our sales so we are loosing out doubly

20
user profile
Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken, we desperately need your assistance on these issues with claims

00
Follow this discussion to be notified of new activity
user profile
Seller_4UClVQ6omP32U

unfortunately this is the way it is with Amazon. Regardless of what the refund policy is, it's very hard to defend A-Z. Just have to price this in as a cost of doing business on Amazon. Seller support don't care

10
user profile
Seller_4UClVQ6omP32U

unfortunately this is the way it is with Amazon. Regardless of what the refund policy is, it's very hard to defend A-Z. Just have to price this in as a cost of doing business on Amazon. Seller support don't care

10
Reply
user profile
Seller_cfZ8gAAe3ieCT

Hi Ken,

We’ve faced similar A-to-Z issues, and here’s what we’ve learned and implemented to protect our business:

1. Ask for item photos immediately:

As soon as we receive a return request—especially for high-value items like processors—we ask the buyer to provide clear photos showing the item’s current condition and the seal number. This helps us assess eligibility and keeps everything documented in Buyer-Seller Messaging.

2. Don’t close the return request:

Never close a return request yourself, even if the buyer breaks policy. Instead, accept the return but state clearly in the comments that the buyer must cover return shipping and that our policy includes a restocking fee if the seal is broken or item is opened.

3. Use your seller return policy settings:

Amazon’s return policy allows for variations based on your Seller Policy (especially for FBM). We’ve added a note in our policy settings stating:

“Items must be returned in original, sealed condition. Opened, used, or tampered items may incur up to a 50% restocking fee.”

This becomes your official standing and gives you a better position if disputes arise.

4. Once item is returned – document everything:

If the returned item arrives damaged or opened:

Take clear photos

Report the issue via Seller Support

Mention the restocking fee (up to 50%) due to the item being non-resaleable

You may be able to deduct more if the packaging is severely damaged

This method won’t stop A-to-Z claims completely, but it helps defend your case better and recover part of the loss if the return goes through.

10
user profile
Seller_cfZ8gAAe3ieCT

Hi Ken,

We’ve faced similar A-to-Z issues, and here’s what we’ve learned and implemented to protect our business:

1. Ask for item photos immediately:

As soon as we receive a return request—especially for high-value items like processors—we ask the buyer to provide clear photos showing the item’s current condition and the seal number. This helps us assess eligibility and keeps everything documented in Buyer-Seller Messaging.

2. Don’t close the return request:

Never close a return request yourself, even if the buyer breaks policy. Instead, accept the return but state clearly in the comments that the buyer must cover return shipping and that our policy includes a restocking fee if the seal is broken or item is opened.

3. Use your seller return policy settings:

Amazon’s return policy allows for variations based on your Seller Policy (especially for FBM). We’ve added a note in our policy settings stating:

“Items must be returned in original, sealed condition. Opened, used, or tampered items may incur up to a 50% restocking fee.”

This becomes your official standing and gives you a better position if disputes arise.

4. Once item is returned – document everything:

If the returned item arrives damaged or opened:

Take clear photos

Report the issue via Seller Support

Mention the restocking fee (up to 50%) due to the item being non-resaleable

You may be able to deduct more if the packaging is severely damaged

This method won’t stop A-to-Z claims completely, but it helps defend your case better and recover part of the loss if the return goes through.

10
Reply
user profile
Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken,

We really need your help on this, as well as the obvious financial impact of these two claims our account health is impacted and that is having a direct impact on our sales so we are loosing out doubly

20
user profile
Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken,

We really need your help on this, as well as the obvious financial impact of these two claims our account health is impacted and that is having a direct impact on our sales so we are loosing out doubly

20
Reply
user profile
Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken, we desperately need your assistance on these issues with claims

00
user profile
Seller_fG0YjDnMbOXeu

@Ken_Amazon

Hi Ken, we desperately need your assistance on these issues with claims

00
Reply
Follow this discussion to be notified of new activity