Hello!

I am seeking assistance in removing the A-Z defect from my account after a customer scam attempt.

Order ID: 026-6591864-0317941

The product was shipped on time and on the day of delivery, it had not left the Royal Mail depot in the way to the buyer. The Royal Mail website said that a request had been made for the product not to be delivered to the address on the order and that instructions were awaited.

After 2 days, the customer contacts me via Amazon messaging and tells me that if there is any further delay in delivery, they will request a refund.

I reply asking him to remove the non-delivery request and he will receive his product immediately.

He tells me that he did not make such a request and that the product is not being delivered because we, the sellers, did not pay for the shipping. He also attaches a photo of a Royal Mail card that was allegedly left at his address and through which Royal Mail said that we did not pay for the shipping.

Although he had just sent us proof of attempted scam via Amazon messaging, I politely explained that Royal Mail does not transport products to destination cities expecting them to be paid for later, and they do not even generate shipping labels if they are not paid for.

In the end, the customer requested a refund but did not remove the previously made request for non-delivery of the product so the item was returned to us.

Everything was fine up to this point but, according to Amazon policy, a defect was registered in our account. We appealed but, to our surprise, it was rejected.

Although initially on the Royal Mail page it was said that a request was made for the product not to be delivered to the address in the order, later, on the date of our appeal, its status changed and became "item retention" so we could not show the existence of that request. However, we attached to our appeal the fake photo received from the customer (via Amazon messaging), in which he claimed that Royal Mail had informed him that we had not paid for the shipment and this is the reason why the product is being held in the depot. Evidence that undoubtedly shows attempted fraud, but it seems that this did not matter in analyzing our appeal.

I understand, like many others, the difficulties that Amazon often has in detecting scams, in the context in which there is pressure to respect the rights of buyers. However, from here to punishing sellers for alleged non-compliance with Amazon policies when they do not align with the actions of the scammers, it is a long way. And, incomprehensible. Especially in the context in which there is clear evidence of fraud or attempted fraud.

I hope someone can help me so that this defect is removed from my account.

Thank you!

Hi, wonder if anyone can help here.

I have received a customer authenticity complaint (that is, customer raising concern about quality of product and mentioning they think 'it's fake'). My listing has been deactivated. However, on this listing, I used manufacturer barcode and so the product was commingled with other sellers' products. Is it possible to request Amazon to investigate to identify and track the source of the product? What if this product is from another seller? How can I be sure that the product that customer received and complained about has indeed being taken from my inventory and not another seller's inventory?

i just have a negetive feedback where customer is saying to cancel one order as they put 2 orders accidently. item is just been despatched today and somehow their querry appear in a store feedback and this happened 3rd time in last one month or so as customer not sure how to contact us and end up leaving a bad review . i opened the case but amazon didnt remove the review , can anyone suggest what should i do

hi all

my account was suspended because of an ASIN that i had in inventory and it took me 2 years to sell it. the reason is that other sellers had the selling price on amazon for how much i got it from the manufacturer. the product is a hair oil that has an expiration date of 12 months from opening the bottle. the first year i couldn't sell the products. i called them back and then sent them back to amazon's warehouse. there were many sellers with a very low price that i didn't understand, they should have bought the product for £2, paid amazon fees of £4 and kept £1. but i bought it from the manufacturer for £7. the second year when i sent the products back i sold them at a loss just to give them away. after i sold them amazon suspended my account and asked me to submit evidence. and so i did. bank statement, invoice, order confirmation email. and email with order tracking number. I was told that they wouldn't accept them because they were older than 365 days. I tried to explain to them that the products don't expire because they don't expire and that they expire 12 months after you open the bottle. I explained to them that I have proof for all the products I sold and everything I sold was original. They didn't understand after many emails and open cases they didn't understand. And I gave up.

now comes the second battle with the inventory that he had at amazon. after a few months and after a lot of evidence I was able to call all my inventory back. but I was missing many products from the return and they also took money from my account to send them home. now the problem is that I'm trying to explain to amazon that I didn't receive many products from the inventory and they also took money from me to send the missing products. the people at amazon said they can't investigate that the account is suspended after several open cases someone said they'd send the case to the investigation team after many days I get an email from the investigation team that they can't do anything that the account is suspended. I'm still trying to explain to them that I couldn't activate my account and that I want to be given money back for the products that weren't delivered to me and for their transportation.

who can I talk to because I feel like I'm going crazy because no one wants to understand.