We are extremely frustrated with how Amazon is handling our account and A-to-Z Guarantee claims while our account is deactivated.
Amazon has suspended our buyer-seller messaging, making it impossible for us to communicate with customers, respond to concerns, or resolve issues — and yet they are still granting A-to-Z claims against us. Their own policy requires buyers to contact the seller and wait 48 hours before filing a claim, but we are being penalised without even being allowed to respond.
Here’s one example:
Order was shipped via Royal Mail and marked as returned due to an incomplete address.
Buyer did not contact us at all before filing the claim.
We were unable to respond or defend ourselves because our messaging system is restricted during account deactivation.
Amazon still approved the A-to-Z refund, with no input from us.
To make things worse, Amazon has now rejected invoices that were previously accepted in past appeals. These were valid, authentic supplier invoices that Amazon accepted before — and are now being refused without any proper explanation.
This feels extortionate: we are being forced to absorb losses while Amazon blocks every channel we have to protect ourselves. Buyers are refunded instantly, while sellers are silenced and drained.
We are doing everything we can to resolve the deactivation, but it should not justify treating sellers this way — especially when Amazon’s own systems are the reason we can’t comply with their communication policies.
Has anyone else dealt with:
A-to-Z claims being granted with no seller response due to deactivation?
Messaging suspension being used against you during claim processing?
Invoices being accepted and later rejected arbitrarily?
This system is fundamentally broken. Would appreciate any advice on escalating this beyond Seller Support.
Thanks,
Pinned by community manager