Dear Fellow Sellers and Amazon Team,

We would like to share a critical issue we’ve encountered in hopes of warning other sellers and drawing Amazon’s attention to an increasingly concerning pattern.

We have been selling truck parts on Amazon for over 7 years.

Annual sales volume exceeds one million dollars. Unfortunately, the biggest ongoing challenge we face—and the main reason we hesitate to further invest in our Amazon store—is the inadequate training and lack of responsiveness from Amazon’s seller support, especially the teams located outside the United States. These representatives often appear unmotivated to assist and frequently discourage further engagement.

Sadly, the situation continues to deteriorate.

We sell large, high-value truck parts, with average item values more than $500. Every misstep by Amazon support can result in significant financial loss, particularly in today’s fragile logistics market.

Below is just one example among many.

Order ID: 113-4343895-5704214

Item: Kozak Bumper Stationary Chrome Steel Compatible with International Prostar 2006-2015 (Includes Logo, 2x 22" Windshield Wipers, and KOZAK Vest)

ASIN: B07N9RKZXT

Total: $1,727.97

The customer originally provided a residential address in Decatur, GA 30035.

The listing states that this item is for delivery to commercial addresses only. Due to the size and weight of the item (a steel semi-truck bumper), we contacted the buyer to request a commercial delivery location. The customer agreed and gave us the following address:

B & B Truck Repair

4570 Moreland Ave

Conley, GA 30288

The item was shipped via Roadrunner and picked up on April 21, 2025, at 1:33 PM.

Tracking Number: 639677046

It was delivered and signed for at the correct commercial address on April 28, 2025, at 8:45 AM.

Despite confirmed delivery, the customer contacted us via Amazon messaging on May 9, 2025, claiming they never received the item. We responded immediately with delivery confirmation and proof of signature.

Nevertheless, the customer filed an A-to-Z Guarantee claim on May 13, 2025. Without any request for further information or review of tracking documentation, Amazon issued a full refund of $1,727.97.

It’s important to highlight that the customer's actions appear to be fraudulent. The carrier, Roadrunner, contacted the customer directly to coordinate the delivery date and time. The customer confirmed and agreed to the delivery schedule. The item was then successfully delivered to the address they provided, and it was signed for.

We appealed this decision promptly, yet received no substantive response. As of today, the customer has both the item and the refund—leaving us with a total loss.

All subsequent attempts to engage Amazon Seller Support resulted in the same unhelpful response:

“Hello,

We have reviewed the buyer’s claim and the information you provided for Order ID 113-4343895-5704214.

Although we understand your position, we stand by our decision.

Thank you,

-Amazon”

Out of frustration and a sense of helplessness, we reached out to the Washington State Attorney General’s Office. They reviewed our complaint, accepted it, and assigned Case #693990.

On June 16, we received an update that the AG’s office had contacted Amazon, and Amazon responded:

Jasmine H.

Selling Partner Support Escalations Department

"Thank you for your inquiry. I'm Jasmine from Amazon.com, responding to Longroadaccess's complaint.

A-to-Z Claims are handled by a different team. The Claims team will contact the Selling Partner directly and follow up with the AG’s office with their findings."

Jasmine referenced Case #17826534101, but we never received any follow-up or saw this case in our system. Repeated attempts to get clarification from Amazon were ignored.

We are deeply disappointed by this negligence and lack of accountability. If Amazon does not address this issue, we will be forced to take legal action and reevaluate our future as an Amazon seller.

We ask the Amazon seller community for support. If you’ve experienced similar issues or have ideas on how to escalate this matter further, we welcome your input.

Thank you for reading.

—Longroadaccess