Customer asked to cancel order which is already disparched. Checked 2d scan which states successfully delivered so inform unfortunately can’t cancel as order is already delivered according to tracking. No response. Next day customer raises and wins a to z claiming Inr despite order still within delivery estimate!
I know I can appeal l with delivery and at least it won’t affect my metrics but we still lose out financially. But how are ss now granting a to z’s not only with proof of delivery but when the order is not even late?
This is unfortunately becoming more common and frustrating, Amazon appears to be granting some A-to-Z claims automatically, even when the order is marked as delivered and still within the delivery window. In many cases, if the customer claims they didn’t receive it or wanted to cancel, the system grants the claim without proper manual review, especially if the buyer gives any reason Amazon perceives as a customer service failure. While you’re right that appealing with proof of delivery can protect your metrics, Amazon doesn’t always reimburse sellers financially in these situations, particularly for self-fulfilled orders. It’s one of the growing concerns among sellers, as it seems the platform is increasingly leaning in favor of buyer protection, even when seller evidence is strong. Definitely appeal it with your tracking proof, and if it happens often, consider flagging the pattern through the Account Health team to have it logged at a higher level.
Many sellers including @AmazonUKForumRefugee are known to be taking buyers to the small claims court in cases where you have proof of delivery and the buyer gets refunded.
Hello, I have a question. I have an A-Z claim for non-receipt from a UK buyer, where the buyer signed for the package, Royal Mail website shows delivery and signature. The buyer messaged me to say that she doesn’t like the item and wants a refund. She then opened a non-receipt claim and got a full refund, Amazon upheld the claim.
I would like to pursue a small claims court case in the UK to get my money back. Would I be able to submit the claim, how does it work?
In the first instance I’d email [email protected] with the case and all the evidence (pod, RM website confirmation, transcript of customer saying they dont like it (therefore clearly received). Worth a shot and a lot cheaper/quicker than small claims.
Thank you, I could try this, but I am suing Amazon for conspiracy and the company instructed all departments and help channels to ignore me. Usually, if I use any of these escalation channels, I do not receive any response at all
Hi, as you are not based in the UK, you technically can’t use this service. The small claims website says that “You need have a postal address in England or Wales to use this service.”
What I don’t know is whether you can just enter the address of a friend and whether that would work. Nothing to lose, I guess.
I have seen this but then I have done my research and basically, as long as the defendant is UK domiciled, then I can pursue the claim. I just need a correspondence address.
And how does it work? Do you have to attend a court hearing or what?
The buyer clearly received the item, I have Royal Mail proof of delivery, so do I just upload everything over the internet? I am assuming I won’t need a lawyer.
It starts online, the defendant is given a certain amount of time to either accept liability and pay your claim (the item cost + court fee + whatever else you feel is justified) or to deny it. If they deny liability, a court date is set where you (or your representative) would need to attend. It can be at a location of YOUR choosing, not the defendant’s. You then sit with a judge and the defendant in a small room. I’ve done it in another employment but have always won my cases against Amazon without actually going to court.
With Amazon, the standard practice is for the solicitors to request a 14-day extention and then a few days before the court date, they cave and accept the claim without accepting liability.
The small claims court bar to prove your case is much lower than a crown court so having delivery proof is more than sufficient for you to win.
You need to write or email the customer giving them 1 week’s notice of your intent to begin the small claims court action. Hopefully they will accept their “mistake” at that time. Once you begin, you need to pay the court fee, not quite sure how much, £25-30 or so.
Thank you very much for your response, this is really helpful.
How is the defendant notified about the claim and what forces them to reply to me? I only have the Amazon buyer’s postal address, not their phone or e-mail.
By location of my choosing, do you mean a specific court, or basically any place where we agree to meet?
I can definitely try it.
When the buyer is unhappy with the item, but instead of returning it, he opened a non-receipt claim, can there be an option to return the item and will this mean that they refund me the court fee?
Also, will they send any correspondence to the address provided or will I see everything online?
This is really interesting! This is exactly how Amazon always responded to my claims. They always requested an extension and then sought a settlement just before a hearing, without accepting liability.
Were there hostile in the initial correspondence and threatened to vigorously defend the claim?
I would imagine that if the email address is not provided, then the court would send the defendant a letter.
It has to be a court in the presence of a judge. You can’t just meet at your local pub!
This is a financial dispute. They will be asked to pay your claim however, you may reach an amicable resolution between you which could be the return of the item and payment of your costs. You just tell the court that it is settled and it stops.
Mostly done online but I recall receiving something in the post once, I can’t remember what it was.
I recall one time when they tried this but they gave in at the end. It was funny, it had something to do with VAT that Amazon were double charging me and they kept quoting many pages of EU law etc. I knew I was right so it didn’t put me off. Their solicitor eventually paid up but a couple of weeks afterwards, Amazon Seller Support also paid me because the support case was eventually completed. Idiots!
There is lots of help online and please don’[t take my word as legal advice, I have no legal experience.
