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Just When You Think Amazon Couldn’t Get Any Worse…

While doing a routine check for potential image misuse (something we face often, despite being brand registered), we discovered that Amazon US themselves are using our original product images as the main photo on one of their listings( we do not sell these laces to any other company and we full fill them ourself to USA)At first, I assumed the seller had just named themselves “Amazon US,” but Seller Support confirmed that the product is sold and fulfilled by Amazon — this is Amazon US directly using our images.

Seller Support has told me they’ll escalate the issue to an internal team, but they couldn’t tell me how or when I’ll be updated.It’s incredibly frustrating — we all put so much effort into creating high-quality, brand-consistent listings, only to find Amazon using our content without permission.

Might be worth checking Amazon US listings for any of your images being used without consent.

I got a "customer" that was suspicious from the beginning. First she claimed she did not receive the order. Tracking showed it was delivered. Then she filed return requests with various reasons:

1. No longer needed 2. Accidental order 3. Unauthorized purchase 4. Item defective or doesn’t work

All in all 17 (!!) return requests. I answered to her immediately, said that I will of course refund her when I get the order back. The item in question is the most valuable thing I have ever sold in my 15 years of selling here, so I reported her to Amazon TWICE, saying that this person is trying to scam me. Her communication was extremely poor, like this:

"I don't even ask in mailbox I ask for refund thank you no DVD there I have the DVD not sent."

"The reason for returning the DVD to the mailbox thank you no items refund all good."

So, it was impossible to communicate with her. Yesterday she filed an A-Z claim. I answered to Amazon, sending proof of delivery. Amazon immediately granted the refund. I then appealed, proving again the delivery and also proving that the item was as described (another false claim from the buyer). Today Amazon decided to "uphold" their decision, because I had not responded to the buyer’s return request before the claim was filed.

To me it seems that Amazon is just trying to make new rules so that they can take my money. Should I really have responded to all 17 return requests? They are all auto-approved by Amazon with my general instructions. This person would have had already 4 weeks to return the item, but clearly she did not do anything about it.

If there is a rule that one should somehow respond to multiple return requests by the same buyer (how can one actually respond to those?), this buyer made all these multiple requests on purpose. Some morning I would have 5 return requests from her.

Besides taking my money and stealing an expensive, rare and out of print item (it is now selling for 180 euros), Amazon is counting all this against me and putting my marketplace at risk of deactivation. I sell so little that this one order means now that I have 33% defect rate.

All this doesn't seem fair to me. I am really getting tired of all this bs.

Every week, we encounter at least one fraud attempt where a customer returns their old equipment, falsely claiming that the item they received was damaged. However, they are unaware that the units we ship have their serial numbers scanned and recorded. As a result, when they return a different item, they are not eligible for a refund.

When we attempt to close the return request through the "Returns - Issue Refunds" section and try to deduct 100% of the refund, the system consistently throws an error:

"System Error - There was a system error. Please try again in 15 minutes."

Even after waiting 15 minutes, the issue persists.

Despite repeatedly raising this with the Seller Support team over the years, the problem remains unresolved for years. As a result, we are forced to issue a 1% refund to the customer—despite the fact that they do not deserve it.

Can someone from the Amazon team please investigate this issue? We are happy to cooperate.

Hi Everyone,

I was wondering if anyone else has encountered this. We have maybe 1-2 tickets like this a week. To my knowledge, is there no way for us to redo an Evri return QR code? This has to be done by Amazon itself. If so, why is Amazon's customer service team forwarding complaints they should be dealing with to sellers??

Is anyone able to shine some light? Maybe we are just missing something here, where we can reprocess these QR codes?

Example AMZ message below!

How can you tell what page you're on? When I'm logged into my account I appear on page 1. But I think this is because of me clicking around when logged in. When I'm logged out, I don't appear on any of the pages whilst using the same search terms.

Hi,

I sent in a shipment: FBA15K8J4M0Q, and all units have been marked as defective, with no reasoning. I contacted seller support, Case ID: 11067408282, and received a generic answer explaining the reasons it may have been received as defective stock. I personally checked this stock before it shipped and it meets all the requirements that Amazon mentioned.

Amazon aren’t telling me what specifically is wrong with the stock. I strongly believe this is an error on Amazons side, but I’m not getting the support or answers I need. This is the second shipment it’s happened with, and after reading the forums, other sellers have experienced a similar issue. Can someone please advise as this is a massive issue for my company.

Somebody tells amazon to do not eat much profit from sellers or there will be only old sellers remains, fba fees burden, ad campaign exclusive 20% of vat, and one more thing they are counting the well packed and sellable product into customer damaged after return why? I collected the returned product which they counted as customer damaged, but it was full okay at all neither issue with packing nor inner product used why they're doing this?

I can see there is a locked thread 3 months ago with the same error I am getting, it seems there has been no resolution to the software issue.

I tried splitting my shipment into 4 groups to get a packing discount a couple of weeks ago - kept getting "1 Error- this item must be removed". Seller support were obviously no help - the usual, try a different browser etc. I gave up and packed it into one box as usual which worked fine, clearly no problem with my packed items. Annoying though, for the extra time I had spent separating the contents.

Last week I gave splitting the shipment another go and no problem at all.

Today I'm back to the same error - this item must be removed. Which item??? There is no clue. Again I have wasted time splitting the contents.

@Seller_XUNeUuvrQDpgPI can see you were looking into other cases a couple of months ago - any ideas?

Anybody else managed to solve this issue?