Amazon Marketplace Question.

A young 14 year old relative of mine has a little Amazon Marketplace business going. He recently had an issue where he sold a video game and about a month after the transaction, the buyer put in something called an AtoZ Claim, insisting that he had never received it.

However, upon further investigation, it transpired that the purchaser was selling the game on the exact same marketplace under the same username. It was subsequently sold.

Despite young Charles' protestations, Amazon awarded a refund to the customer because as they put it, the merchant could not supply a shipping tracking code and, as such, there was no proof of delivery.

However, as far as I am aware and in the UK at least, tracking codes are only given with premium shipping services such as recorded or special delivery from the Royal Mail or ParcelForce, for example.

Amazon do not give the option for customers to select premium shipping services at all. As such, a merchant cannot offer them and therefore cannot obtain a tracking code.

So how is a merchant able to protect themselves from such claims and how are they able to fulfil Amazon's criteria in the event of them?

It seems like a totally unfair position to me.

Can anyone shed any light on this?

Thanks in advance,

Tom