Welcome to Seller Forums

This issue has not gone away, and it’s causing constant stock and financial losses for us—and many other sellers too, from what I can see across the forums.

Amazon is still marking orders as “lost in transit” and reimbursing customers, even when the customer has actually received the item. Some honest buyers are even taking the time to message us:

"I have received the item but it says it's been lost."

"Just wanted to let you know that I received the seeds, thank you."

These customers didn’t need to contact us—but they did. Why? Because they were surprised that Amazon claimed the package hadn’t arrived. And meanwhile, we as sellers get hit: our stock is deducted, the order marked as “lost”, and we're not paid.

This creates a toxic environment. We're being conditioned to view all buyers with suspicion—wondering if they’re trying to game the system. That’s not how good customer relationships are built. We want to trust our customers, but this situation is making it increasingly difficult. It leaves a bitter taste and pushes sellers toward treating every order as a potential scam. We have to save all

We only sell chilli, tomato and sunflower seeds, and when we first started on Amazon, we used to go the extra mile—sending customers freebies with their orders, hoping to build trust, earn great reviews, and share the joy of growing. But now? We’ve had to stop all of that. With so many unjustified refunds and losses, we now only send exactly what was ordered—nothing more, nothing less. That generosity has been stripped away because Amazon’s system has made it too risky to trust.

To make matters worse, we use Royal Mail 1st and 2nd Class Letter services, which are untracked, as allowed under Amazon’s guidelines for low-value, lightweight items. But here’s the absurd part: Amazon cannot track these shipments—yet they’re somehow notifying customers that the item is “lost”.

How can Amazon determine that a parcel is lost on a service that has no tracking data?

This kind of automated assumption is fuelling unnecessary refunds, stock loss, and seller frustration. Amazon is essentially undermining its own sellers based on zero evidence.

And on top of that, we now have to manually save every Royal Mail label outside of Amazon, because Amazon deletes them after 30 days. If a claim is raised later, we’re left with no proof unless we’ve downloaded and stored it ourselves. That’s a significant, time-consuming admin burden just to defend ourselves from a flawed system.

We’ve flagged this repeatedly, and it’s clearly not an isolated issue. See previous threads:

Original discussion here

https://sellercentral.amazon.co.uk/seller-forums/discussions/t/42c7dee7-231f-442f-9179-8813b57c6944

https://sellercentral.amazon.co.uk/seller-forums/discussions/t/a4542784-a28e-4866-a6f3-c575b40d31f9

https://sellercentral.amazon.co.uk/seller-forums/discussions/t/96f65b2a-63fb-43b6-8a9b-d2530dd1d61b

https://sellercentral.amazon.co.uk/seller-forums/discussions/t/c28eed23-2ee3-493d-acb8-08bd927c1534

This affects customer trust, seller trust, and shows a serious flaw in how Amazon handles logistics and order tracking.

We need Amazon to:

Investigate how and why these orders are marked as lost.

Review the tracking and reconciliation process.

Stop reimbursing customers for items they have received unless there’s clear evidence of non-delivery.

Provide sellers with better protection and compensation for lost stock.

Real numbers from our business

On our own webshop, using Royal Mail 2nd-Class Large Letter, our non-delivery rate is around 1 in 2,000 orders (0.05%).

On Amazon FBM, using the exact same postage, our non-delivery rate jumps to around 1 in 75 orders (1.3%).

That’s a 26× higher “lost” rate on Amazon—clearly driven by Amazon’s own messaging to customers, encouraging them to believe items are missing when they’re not.

Out of 4 years on Amazon I don't think I've seen a slower few past weeks.

I know everyone sells in different categories, but some of our lines has fallen off a cliff!

Is it just the bank holidays causing a slump?

I’ve reached breaking point and I’m posting this publicly because I’ve followed every process Amazon laid out and have gotten nowhere.

Here’s what happened:

• A customer placed an order and later filed an A-to-Z Guarantee claim, saying they never received the item.
• I reached out to them - multiple times - and found out they missed the first two delivery attempts, but the item was delivered on the third attempt.
• I have proof of delivery from UPS, one of the most reliable couriers out there. It shows date, time, location, everything. The order was clearly delivered to the correct address.
• Despite all of that, Amazon still granted the refund under the A-to-Z claim.
• I appealed. Rejected. No explanation.
• I contacted Seller Support - and all they did was send it back to the same Claims team. A full circle of uselessness.

What more am I supposed to do as a seller?

I fulfilled the order, the item was delivered, I provided solid proof from a trusted courier - yet Amazon sides with the buyer who just says “I didn’t get it.” This is a broken system. If customers can simply claim non-receipt and get refunded, even when there's clear delivery confirmation, then we’re not running a marketplace - we’re running a free giveaway service. This isn’t just unfair - it’s enabling fraud. It’s Amazon rewarding dishonest behaviour and penalising sellers who do everything right.

I’m demanding Amazon explain:

• Why was the claim approved when I had clear delivery proof?
• What is the actual point of using tracked and signed-for delivery if Amazon doesn’t even consider it?
• How are sellers supposed to protect themselves when the appeals process is completely opaque and clearly biased?

This is outrageous. I’ve lost money, time, and trust in this platform. If sellers can’t rely on Amazon to protect them when we follow the rules, what are we even doing here?

This is beyond unacceptable.

We issued a full refund over 70 days ago, and now the same buyer has somehow managed to open an A-to-Z claim on that already resolved order. The buyer does not have the item, has been returned and refunded in full, and yet Amazon has allowed this claim to proceed. How is this even possible?

This individual has ordered from us twice before and left two negative feedbacks within the very hour of delivery not just the same day, the same hour. We've reported this behaviour repeatedly, flagged it as abusive, and received no meaningful action in return either feedbacks remaining and keep harming my account.

Now, not only is this malicious buyer still active, they are being empowered to exploit the system further opening claims months after resolution. This is a clear breakdown in process and seller protection.

We are expected to meet the highest standards as sellers, yet we’re given zero defence against blatant abuse. Amazon’s failure to close such an obviously invalid claim is a direct threat to seller integrity and business stability.

Customer issue:

Property Damage or Personal Injury Incident

Delivery estimate: 18 February 2025 - 21 February 2025

We demand an explanation:

How is a claim allowed on a refunded order after 70+ days?

What safeguards are in place to prevent this kind of abuse?

Why are repeat offenders not being flagged and restricted?

Enough is enough. This treatment is not just unfair it is harmful. Amazon must be held accountable for failing to protect its sellers from this kind of exploitation.

Amazon, please get this sorted. Veeqo does not integrate with Amazon IE, Being in the UK we get a lot of Irish customers.

Solicitação de Reembolso – Plano de Vendas Amazon Seller Central

Olá, equipe Amazon,

Estou entrando em contato para relatar um problema e solicitar a devolução de um valor cobrado.

Recentemente, assinei por engano o plano de vendas da Amazon Seller Central. Assim que percebi o erro, solicitei o cancelamento da conta por meio da plataforma. A conta aparentemente foi excluída ou desativada, pois não consigo mais acessá-la.

No entanto, o valor da assinatura foi cobrado no meu cartão e até o momento não recebi nenhum reembolso. Como não utilizei o serviço e a assinatura foi feita por engano, gostaria de solicitar:

O estorno do valor cobrado;

A confirmação do cancelamento total da conta de vendedor;

E, se necessário, informações sobre como acompanhar esse processo.

I hope somebody can help before I go insane.

My supplement has been flagged under HFSS due to it apparently containg high fats and high sugar.

The product is just zinc tablets and does not contain either of the above.

Having opened multiple cases, nobody seems to be able to help and I have been going back and forth for weeks.

I can't undertand why Amazon can't look at the listing and take off the flag.

Due to the ASIN being incorrectly flagged, my listing is not active in my ad campaign and I have inventory sat in Amazons warehouse for the last 4 weeks.

Can anyone advise

Hey all,

Trying to now list on amazon has become almost impossible!

Trying to list products currently in the amazon data base both via bulk upload and manually one by one. As per amazon listing policies if currently in their system, usually via barcode (EAN) then we have to attach to this listing. So being a good boy I’m trying, and have been for weeks, to list. So, i add 20 EAN's to the add product section, all items are then shown but every time i attempt to add my SKU or price I get the error 5886 on around 95% of them. So, I added all 428 EAN's do the download spreadsheet option, filled in all relevant details to this spreadsheet and uploaded and pretty much all of them failed with the same reason

"5886 : You cannot change a product detail page, add offers on another seller’s generic product or copy the product detail page to another store. If you want to sell a generic product, you must create a new product. To create a new product, follow the process outlined in the Add a Product tool"

So, I attempt to then list the product, but this then refused as the EAN matches an existing product in the amazon inventory

So, I can’t add it as that against amazons’ policies, I can’t add to the existing ASAIN for the reason listed above, How are sellers supposed to add an ASIN or add to an existing one?

Hi, we are attempting to sell 3D printed items, this is a trial shop, we have put for sale around 10 simple basic products like home decor using FBA to test the market. The items are for sale for more than a month, we can't find any using the amazon search tools, not even when you nearly replicate the whole title. During a basic search, the Amazon algorithm shows items that have much less relation to the search request than with our item title and purpose, basically the search is suppressing our products for some reason.

Key points:

• During basic searches, the items can’t be found on the search results pages.

• Very likely the products are never seen by any possible buyer.

• 1 whole month has passed with zero income, and the way things are set it is likely that we will never sell anything, however we will have to pay FBA storage.

• The titles and descriptions were made professionally and there is not much different from other similar items that show well in searches, except pictures.

Any idea about what is going on?