Scammed by customer out of £400 using multiple accounts
A buyer placed two separate orders (ordered days between eachother) for the same item (around £400 each) using two different Amazon accounts, both going to his address in Sweden. Both parcels were shipped Tracked/Signed and were delivered to a local post office/service point instead of his home address. He collected both parcels on the same day.
After collecting them, he messaged me to say that one of the packages only contained plastic. He then opened an A to Z claim on one of the orders. Amazon refunded him, saying that although the tracking showed the item was delivered, the customer claimed they didn’t receive it, and because I used valid tracking, it wouldn’t count against my order defect rate.
Before even contesting the claim, I requested proof of delivery from Royal Mail to get the signature, but I assumed it wouldn’t matter since the buyer had acknowledged receiving the package and had even sent a photo of the opened box, confirming he got it. However, I now realise that when the buyer sent the proof (the photo), he sent it from the other Amazon account, the one that didn’t file the A-to-Z claim.
So when Amazon reviewed the case, they couldn’t see that message or the photo, because it wasn’t tied to the claim account’s order messages. As a result, they upheld the refund simply because the tracking didn’t include a signature, even though the buyer had clearly received and collected the parcel.
I can’t appeal the decision any further. I’m left out of pocket for an item that was delivered and collected. What can i do next ? I cant afford to lose £400, someone at Amazon needs to investigate this case and the accounts involved.
Scammed by customer out of £400 using multiple accounts
A buyer placed two separate orders (ordered days between eachother) for the same item (around £400 each) using two different Amazon accounts, both going to his address in Sweden. Both parcels were shipped Tracked/Signed and were delivered to a local post office/service point instead of his home address. He collected both parcels on the same day.
After collecting them, he messaged me to say that one of the packages only contained plastic. He then opened an A to Z claim on one of the orders. Amazon refunded him, saying that although the tracking showed the item was delivered, the customer claimed they didn’t receive it, and because I used valid tracking, it wouldn’t count against my order defect rate.
Before even contesting the claim, I requested proof of delivery from Royal Mail to get the signature, but I assumed it wouldn’t matter since the buyer had acknowledged receiving the package and had even sent a photo of the opened box, confirming he got it. However, I now realise that when the buyer sent the proof (the photo), he sent it from the other Amazon account, the one that didn’t file the A-to-Z claim.
So when Amazon reviewed the case, they couldn’t see that message or the photo, because it wasn’t tied to the claim account’s order messages. As a result, they upheld the refund simply because the tracking didn’t include a signature, even though the buyer had clearly received and collected the parcel.
I can’t appeal the decision any further. I’m left out of pocket for an item that was delivered and collected. What can i do next ? I cant afford to lose £400, someone at Amazon needs to investigate this case and the accounts involved.
11 Antworten
Seller_gyP7QgSmDXuID
Amazon has become a Scammers paradise, no point selling high value items on here anymore.
Sarah_Amzn
Hello @Seller_JVrK6emk6S3ur,
This is Sarah with Amazon.
Have you already contacted Seller Support? If yes, could you please share the case ID?
Best regards,
Sarah.
Seller_ZQyopdiwkUHOZ
You said you sent both Tracked & Signed, right? Why don't you have the signature for both?
Seller_JVrK6emk6S3ur
Typically international deliveries dont have the signature online, you need to request the POD from Royal mail, which i did right away. I now have the POD for the order, but there is no way to contact the A-Z team while attatching a document.
Seller_ZQyopdiwkUHOZ
You can open a Seller Support case about the A-to-Z Claim and attach it to the case.
Did you check the Swedish post website for the signature? I think the full tracking for the local courier shows on their website, even when RM doesn't mirror it.
Seller_JVrK6emk6S3ur
It dosent allow you to attatch anything in seller support when you reference it as an A-Z related claim.
Yes, the signature is not on the postnorde website. But i have the POD now, i just need to get it to the A-Z team, but they dont provide any way to do this.
Seller_ZQyopdiwkUHOZ
You should be able to open it as other account issues and attach the image for when the case gets forwarded.
