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Seller_FJwyF3iu5qxUY
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Sharing Top A-to-Z Claim Strategies & Best Practices
by Seller_FJwyF3iu5qxUY

Hi Sellers,

We know that managing A-to-Z Claims impacts your business, and we want to tap into the collective experience of our sellers.

How have you successfully navigated these challenges?

We're asking you to share your best tips and tricks.

  • What's your secret to keeping your A-to-z claim rate low?
  • When a claim does happen, what's your most successful method for resolving it in your favor?
  • What's a key lesson you learned that you would pass on to a new seller?

Perhaps it's a foolproof shipping documentation system, a method for addressing customer concerns before they escalate, or a response template that consistently leads to positive claim resolutions.

Your experience and best practices can make a huge difference for other sellers!

Share your insights in the comments below, and don't forget to upvote or flag replies "most helpful reply"!

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Seller_Xwd4QGf8grUpo
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373 orders from same buyer all are either returned or canceled.
by Seller_Xwd4QGf8grUpo
Amazon replied

We have a buyer repeatedly abusing our listings. She places dozens of separate orders within minutes for different child ASINs of the same product (so far 373 total). Most of these are canceled by her almost immediately, but some slip through. When shipped, she opens and returns them, repacking in packages from another business she is affiliated with.

She has opted out of buyer–seller messaging, so there is no way to contact her. Amazon provides no option to block buyers, so we blocked her internally by name and address. However, she simply changed the first name (keeping the same last name), and more orders were placed and returned.

We’ve submitted multiple reports to Amazon, but the buyer’s account has not been restricted. This has cost us hundreds of dollars in processing, outbound shipping, and return shipping, while also damaging our listing and return metrics.

We urgently need Amazon to step in and block this buyer’s account to prevent further abuse.

13 votes
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685 views
29 replies
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Seller_1xdtYaioShKT2
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PLEASE DONT DEPRECIATE CUSTOMER REVIEWS
by Seller_1xdtYaioShKT2
Amazon replied

I read that Amazon is depreciating the customer reviews tab on 09/30/25; and now we will have to use the VOICE OF CUSTOMER tab. PLEASE DO NOT DO THIS. The Voice of Customer tab is not helpful, and we cannot deal with specific customer service on specific reviews in chronological order like we currently can on the Customer Review page. The CUSTOMER REVIEWS tab is very helpful and chronologically organized, the VOICE OF THE CUSTOMER tab is not either of those, it isnt useful and by making this switch you are literally taking away our ability to provide customer service for specific reviews. This will harm the customer experience on Amazon, please reconsider this. It is a no win for the seller and the customer.

161 votes
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2.9K views
36 replies
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Seller_7sVKBtReQkYcL
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2 Star vine review
by Seller_7sVKBtReQkYcL
Amazon replied

Hi, got a 2 Star vine review and the thing they complained about is clearly listed in the product description and bullet points. Any recourse for this or am I just out of luck? Thanks.

Next time I won't do vine I guess. I would expect the vine reviewers to read the product description at least, disappointing.

31 votes
1 vote
3.4K views
49 replies
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Seller_HA7sxgd8sslpV
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Who Is Protecting Sellers? Buyer Gets Product and a Full Refund — A Perfect $0 Purchase Scam
by Seller_HA7sxgd8sslpV
Amazon replied

We have an urgent and frustrating concern: Who is protecting honest sellers on Amazon?

Recently, a buyer placed an order, received the product (we have valid tracking and POD as proof), and then filed an A-to-Z claim saying the package never arrived. Amazon approved the claim — and just like that, the buyer got their money back.

That’s not all. The buyer even had the audacity to reach out to us afterward, almost as if to brag about their “success.” In effect, the customer received the item and a full refund — a perfect $0 purchase.

We submitted everything: 1.Tracking showing delivery; 2.POD proof from the carrier; 3.Email evidence showing the buyer acknowledged receipt

Despite all of this, the claim still went in the buyer’s favor. How is this fair? If a buyer can exploit the system this way, what recourse do sellers have? We are fully committed to Amazon’s customer-centric policies, but policies without seller protection only encourage abuse. We urge you to take this matter seriously and review our case again. Sellers deserve a fair system too.

What a terrible day to deal with such a terrible person.

105 votes
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2.3K views
83 replies
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Seller_Qvkq0XIyYVeNa
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Abusive Customer buys and returns 110lb Anvils for 8 months for TikTok Clout + Profits
by Seller_Qvkq0XIyYVeNa
Amazon replied

Just bringing it up because it seems no one else has, and it is enraging.

TikTok user "stocklett" has been buying and returning 110 lb anvils from a 3rd party vendor on Amazon for 8 months "as a joke", and he's been profiting from his fraudulent, damaging behavior by monetizing his TikTok and other social media posts.

You can find his many posts by searching "stocklett anvils" or "tiktok anvils" followed by a steady stream of comments from people who say they aspire to copy his behavior.

The lack of action on Amazon's part here is simultaneously disappointing and expected.

74 votes
1 vote
2.7K views
72 replies
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Seller_dSFOmrGzzrPSy
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Unfair Refund Policy- Amazon has issued a full refund even the buyer has admitted that packages have arrived
by Seller_dSFOmrGzzrPSy
Amazon replied

Dear Amazon team and all sellers,

I am writing this letter to share an AZ claim incident related to order 114-9881191-9150667, which led to an extremely unreasonable deduction of our payment.

CASE ID: 18335373721

Given that the customer has personally admitted to receiving the package, I demand that Amazon be responsible for this loss.

The specific details of the incident are as follows:

On June 30th, the customer contacted us stating that they had not received the package and submitted an AZ claim. We immediately sent them the proof of successful delivery of the package to help the customer locate the package, and later contacted FedEx to assist in tracking the package.

On July 8th, the customer informed us that they had found the package and clearly stated that they would close the refund application. At the same time, we also contacted Amazon, explaining that the customer had found the package and requested Amazon to close the AZ claim.

However, despite the fact that the customer had confirmed receiving the package in good condition and intended to close the refund application, and we had promptly provided Amazon with the proof of successful delivery, we found that Amazon still unreasonably deducted the payment we deserved for this order.

This deduction is absurd. Amazon actually deducted the payment we deserved when the customer had indicated that they had received the package and would close the AZ claim, and we had provided the proof of successful delivery of the package. We demand that Amazon bear the loss caused to us by this AZ claim.

Thank you for your attention to this matter. I hope to get a fair solution.

With my sincere regards,

@Seller_FJwyF3iu5qxUY@Seller_1KYLYkgAlu4xX@Seller_l3eCP9f1PtJXC@Seller_vtQxROP6UNr1O@Seller_khUF6HPR2AHxu@Seller_nS0jcFQNDLG3e@Seller_t9kvdr2yixQej@Seller_ovM5p622oIbGp@Seller_RsATYbG9XP0HP@Seller_s3amN64nZ4y9V

34 votes
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2.3K views
32 replies
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Seller_fES06yRlGgMc4
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I Am So SICK OF THIS CRAP
by Seller_fES06yRlGgMc4

Deliver by: Wed, Oct 2, 2024 PDT to Wed, Oct 9, 2024 PDT

Actual Delivery Date: September 30, 2024

Buyer Return Reason: Arrived Late

I get banged for a $12 return shipping fee on an item that cost me $4 to ship. (Yeah, this started in January. still waiting on the mod/pacifier that is looking into it. Holding my breath too)

Amazon won't do a RFS because they've declared my 2 Ounce replacement remote controls Hazardous. Can't file a SAFE-T Claim because I'm forced to issue the refund myself. Can't honestly charge a restocking fee. Can't wait for Amazon to issue the refund (so I could file a SAFE-T Claim) because then I'd get bombed with an A-Z.

So I offer the best price for my product, get it to the customer quickly, and I'm beat out of $16 on an $18 purchase.

I already know what the next one will be - a buyer wrote yesterday and says he selected the wrong remote, asking if he can pay the difference and get the right remote. I instructed him that Amazon won't facilitate that, and instruct him on how to file a return, which he of course does. I advised him to select "bought wrong item" or "no longer needed" so of course he promptly opens a return claiming "defect". Once again I'll get beat for triple the actual shipping cost as well as the loss of the outgoing shipping cost.

It's just not sustainable anymore. Looking forward to the extended holiday returns, where returns on electronics have reached the 20% level on Amazon. Sickening. Absolutely sickening.

Oh - and then there is this little beauty: Last time I tried opening a case because Amazon charged triple on the return shipping, this is the enlightened response they provided: "In this case, to get the reimbursement for return shipping cost, you need to directly contact the carrier."

361 votes
2 votes
18K views
140 replies
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