We had 2 MCF orders lost on the way to the same customer (first one was lost, so we’ve sent another one and it got lost too!). After 10 days from estimated delivery date passed, we opened the case to get reimbursed. We received following response from the seller support:
“As per the recent Amazon policy related to the reimbursement against MCF Orders the System will not create any reimbursement on MCF Order if the reimbursement percentage goes more than 2% on the total number of MCF Orders placed in the last 180 days.
We tried to create a reimbursement against the MCF Order using our System Software however, as per the update received from the System this Seller Account is not eligible for a reimbursement against a MCF Order.
I have checked and found that there are total of 148 MCF orders placed in your Seller central account for last 18 days and reimbursement initiated for the MCF orders is more than 2%, hence our system can not initiate reimbursement for the mentioned order.
As you have exceeded the number of reimbursement requests allowed for Multi-channel orders, hence system will not allow reimbursement for this order.”
Is this a joke? Anybody else heard about this policy? So, in theory, they can lose all items and only reimburse for 2% of them? Would it even be legal to introduce such policy?