A-Z Claim Guide Thread

Online_distributions · January 10, 2020, 4:26am

The most helpful thread is finally back . Great work Kika , hope you’ll get good bit of sellers registered for the forum.

Amazon_Seller11 · January 10, 2020, 4:28am

Do you have any suggestions how I fight a used sold as new, when it is a greetings card that I actually print myself in the Amazon hand made section?

Thank you

Kika · January 10, 2020, 4:29am

@Amazon_Seller11 I am actually currently working on an amazing YouTube video which will address “Used Sold As New” complaints.

However, you as the manufacturer can create invoices for yourself

Amazon_Seller11 · January 10, 2020, 4:29am

Thank you Kika. Really miss you on the Forum!!

OK, so I did an invoice to myself from the Ltd company for the envelopes and card, wasn’t sure that I could stretch it to the actual card as well.

I will make another invoice and try again.

I had thought of just deleting the listing and redesigning the card.

Kika · January 10, 2020, 4:31am

@Amazon_Seller11 Thank you for your support

UKSeller22 · January 10, 2020, 4:32am

Thank you for sharing this.

Roy5634 · January 10, 2020, 4:34am

Hello Kika and everybody!
So, I came to this forum to ask about AZ cases and found this thread.
I see a spike of “non delivery” claims and I have tracking ID says it was delivered plus my logistic company provides also a name and the address of the delivery. Still, Amazon doesn’t take it to consideration and holds we accountable. About every 3 months I open a case with Amazon asking them to show me a policy where it says that seller MUST provide a signature in order to proof delivery. But all cases responds the same: no need to have signature. And here we are, again, AZ claim granted, funds withholds. How to fight? I don’t know. 99% of my shipments go to Europe from USA, I pay international shipping (great price with my logistic company), and tracking history works great, but…

Now, I see again “you see 72 hours” but I know 500% that even if I provide screenshots with delivery details, 100 of them, they will hold me liable and charge me.

Kika · January 10, 2020, 4:35am

Hello @Roy5634,

unfortunately, on Amazon there are no set rules that guarantee you a win of an A-Z claim.

You may lose even with a full signature proof of delivery.

In this case, I would advise you to submit a complain with the BBB, provide the proof of delivery and Amazon will reverse the claim.

Also, you could try e-mailing [email protected].

Roy5634 · January 10, 2020, 4:35am

I don’t want to spend time on this.

I’m more concerned right now that after selling thousand upon thousands of items on a listing, one customer files return request, and to save on return shipping she put there “i think it’s fake”. Boom, listing suspended. Now creating POA, pulling up invoices, i.e full time job for 1 ignorant c…t. Hate it, especially now, when this listing brought 100+ sales daily.

AZ continuing to flow in, but as I don’t have proof of signature, I don’t think emailing somewhere would help. Just waste of time.

Kika · January 10, 2020, 4:36am

Unfortunately, that’s how it works on Amazon.

Personally, I would advise you to increase your prices to cover the extra expenses and let your customers pay for it.

Kika · September 20, 2024, 3:58am

If anyone finds this helpful, here is an amazing template for a Letter Before Action over a fraudulent buyer who placed multiple orders and obtained refunds despite clear proof of delivery shared by @Purdy :

Advice Needed: A-Z Claim Denied Despite GPS and Signature Confirmation

Here’s the letter -

[Your Name]
[Your Company Name]
[Your Address]
[Your Email]
[Date]

[Recipient’s Name]
[Recipient’s Address]
[City, Postcode]
[Country]

Dear Mr. -,

Re: Final Demand for Repayment – Orders [Order Numbers]

This is a formal Final Demand for Repayment. You have, on three occasions, fraudulently claimed non-delivery of goods purchased from [Your Company Name] through Amazon. Your actions have resulted in wrongful refunds being issued for two of these orders, despite irrefutable proof of delivery. This pattern of behavior clearly indicates an attempt to deceive and defraud my business.

Order [Order Number] (£Amount): Delivered on [Delivery Date].

Order [Order Number] (£Amount): Delivered on [Delivery Date], as confirmed by Royal Mail with GPS and signature evidence.

Order [Order Number] (£Amount): Delivered on [Delivery Date] and signed for by you personally, though an attempted fraudulent claim was submitted.

Your dishonest claims have caused my business direct financial harm, and I now demand immediate repayment of the funds fraudulently refunded for Orders [Order Numbers], totaling [Total Amount].

You are required to pay the full amount via bank transfer to the following account within 7 days of this letter (i.e., by [Deadline Date]):

Bank Name: [Your Bank Name]
Sort Code: [Your Sort Code]
Account Number: [Your Account Number]

Alternatively, you may pay via PayPal to: [Your Email].

Consequences of Non-Payment
If full payment is not received by [Deadline Date], I will take immediate legal action. This includes initiating a claim in the UK Small Claims Court, where you will not only be liable for the repayment of [Total Amount], but also for additional court fees, legal costs, and interest that may accrue. Should I secure a judgment against you, the court will enforce the debt through various methods, including the involvement of bailiffs.

Furthermore, I will be forced to take the following additional actions:

Report to Amazon: I will notify Amazon of your fraudulent activity. This will trigger an investigation into your account, which could result in your permanent suspension from their platform and an internal review for fraud.

Referral to a Debt Collection Agency: I will refer your case to a debt recovery agency, significantly increasing the total amount owed due to additional collection fees.

Report to Trading Standards and the Police: Your actions constitute fraud, a criminal offense under the Fraud Act 2006. Should you fail to make full repayment, I will report this matter to Trading Standards and the police for investigation. You could face criminal charges, which may result in prosecution, fines, and other legal consequences.

You must understand that these actions will seriously affect your credit rating and may result in long-term financial difficulties, including limitations on obtaining credit in the future, as well as the potential legal and criminal penalties for fraudulent conduct.

Final Notice
This is your final opportunity to settle this matter before I pursue all available legal avenues. I expect immediate payment and confirmation of your intent to resolve this issue by email at [Your Email].

Failure to act within the specified timeframe will leave me with no option but to proceed with legal action and enforcement. The seriousness of this situation cannot be overstated, and I strongly advise you to make payment without delay to avoid the significant consequences that will follow.

Yours sincerely,
[Your Name]
[Your Company Name]