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I am reaching out with a pressing concern that I've encountered while attempting to contact the Amazon Account Health Support Team urgently. I've tried utilizing the "Contact Me Now" feature within the Account Health dashboard due to a time-sensitive matter, but have faced some unforeseen challenges.

On several occasions, after clicking the "Contact Me Now" button and providing my phone number, the system indicates that it has initiated a call to my number. However, I do not receive any incoming call on my mobile device. In another instance, although my phone did ring, there was no audible voice or prompt from the other end when I answered, rendering the connection useless.

This situation has left me in quite a dilemma, especially considering the urgency of the issue I need assistance with. I'm wondering if any of you fellow sellers have encountered a similar issue and might have found a solution or workaround. Additionally, could this problem potentially be related to using a Chinese phone number for contact purposes?

Here are a few steps I've already taken to troubleshoot:

Checked my phone's settings to ensure that I'm not inadvertently blocking any calls.

Verified that my phone has sufficient signal strength and is not in airplane mode.

Tried using different phones and networks to rule out device-specific issues.

Confirmed that my provided phone number is correct and active.

Despite these efforts, the issue persists. Any insights, advice, or personal experiences shared would be immensely helpful. If there are alternative channels or specific instructions for Chinese sellers facing similar communication barriers, please do let me know.

Hi,

My inventory was received on 23 dec and within 2 weeks all units came to available but 300 units went to FC processing and are still fc processing.

I need to solve this issue I have very few units left available.

Thanks

Sooo, just like many of you guys, there was a buyer who bought collectible cards from our store. The cards are expensive(£200) and we have decided to record videos for every order of them. Of course, there was a buyer stating that the deck was previously opened and wanted to return them. I have immediately contacted him and sent him proof of the condition prior to sending it to him and how the order was prepared. Once returned back, all rare cards were missing from the set and I decided to issue him 20% refund, although, in my opinion, he didn`t deserve anything as we are at a huge loss even with 20% refund. Right after that he opened an A to Z claim which was found in his favor without the chance to appeal it.

Is there anything that I can do? I am considering contacting a lawyer now, because this practice from Amazon is not acceptable.

existe algum contacto onde eu posso falar com alguém da Amazon em português?

I'm getting nowhere with Seller Support (Live Chat & Phone), made a ticket asking for escalation, E-Mailed CEO's office and got a pretty rude reply, I'm at a total loss as to what to do. I have lost the buy box for ALL of my key products and best sellers, I am the brand owner, I am the only offer.

I am stunned at how little support there is from Amazon, I knew it was bad but I had no idea it was THIS BAD. Absolutely no transparency what-so-ever, nothing on performance notifications, account health is perfect, no violations, I am enrolled on the new Account Health Assurance scheme (which gave me peace of mind for all of 3 days).

With the CEO's office giving me the cold shoulder, seller support sending me links to 'Seller University', spending in excess of 10 hours trying almost everything on my account blindly, I'm at a complete loss sitting here with next to no sales. So my last resort is this... a mega thread... I'm hoping with enough people complaining about the issue, Amazon MAY acknowledge this problem as a bug/glitch before I have to file for bankruptcy (no exaggeration) and when they do, I also expect no apology or compensation.

I want to add a whole new account holder name and bank account information to my deposit method since the last payment information failed to verify. Every time I go to add new details my old Account holder name pops up in the box and I cant change it even after deleting and deactivating the old details please can I have support I was told that it would be easy to be replaced but im having issues

We’ve been experiencing a surge in unjustified refunds from Amazon to customers, as well as repeated SAFE-T claim rejections for situations that seem clearly invalid. Below are two examples of what seems like unacceptable decisions, especially given the amounts involved:

1-Prime Orders & DPD Late Delivery;

We routinely ship Prime orders on Sundays using Buy Shipping DPD, but one Sunday DPD failed to show up despite our best efforts (including multiple phone calls). They later wrote and accepted their fault.

One parcel in these , worth £320, was delivered a day late as a result, and all tracking evidence was perfect. The customer claimed non-receipt three days later and was refunded in full.

We raised a SAFE-T claim based on solid delivery evidence, but it was rejected due to the one-day delay although, customer claim was for none receipt. Despite two appeals, they stand by their decision.

Additionally, we can’t claim compensation from DPD as they provided proof of delivery.

2- Amazon EU SRL Orders & Unrecognised Order IDs;

A year and a half ago, we shipped multiple Prime orders from Amazon EU SRL with correct end customer delivery details and delivered promptly. However, we began receiving refunds to customers, but the order IDs didn’t match any records in our system.

After extensive communication, it became clear that these were Amazon’s own orders to customers, but the system still wouldn’t recognise the IDs.

SAFE-T claims were automatically rejected as system can't recognise, and the issue remains unresolved even after over a year and hundreds of pounds involved.

Has anyone else faced similar issues? Any suggestions on how to escalate or get help from the mods?

I have just received the following email.

"Hello,

We’re updating the default order cut-off time for Fulfilled by Merchant orders so that you can show faster delivery promises and help increase your chances of winning the featured offer.

Starting on March 10, 2025, the default order cut-off will change from 11:59 p.m. to 8 a.m. the following morning for orders with standard shipping (excluding orders with 0-day handling time). As most warehouses open in the morning, orders received between midnight to 8 a.m. are usually processed just as quickly as orders received the previous evening.

The order cut-off time determines the ship-by date for your orders. The ship-by date is calculated using the handling time that you set to pick, pack and ship the order. For example, after March 10, an order with 1-day handling time made before 8 a.m. on Wednesday would also have a ship-by date of end-of-day Wednesday.

If you prefer, you can change the default order cut-off time to any time between 11:59 p.m. and 8 a.m. To do this, go to Shipping settings > Order fulfilment settings > General order fulfilment settings and select your desired cut-off from the drop-down menu of “Standard delivery (excluding 0-day handling time)”.

Note: The customer-facing order cut-off time is one hour earlier than the cut-off time that you set."

Problem is there doesn't seem to be a way to change this as these settings do not exist. I am presuming you have to be a pro seller to see these options. I want to change the default order cut off time back to what it was but there is no way to do it. Anyone else received this email and how did you access the settings?

I have been sending everything Royal Mail "Signed For" with a valid tracking number since early January and my VTR is only 80% since several parcel are not showing as delivered. How are we supposed to achieve 95% when the posties obviously are not getting signatures from the customers ?