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Handling Defective or Incorrect Returns
by Seller_XUNeUuvrQDpgP

Hello Sellers,

We Community Managers are happy to help you with A-Z Guarantee claims. Recently, however, we've seen a lot of cases where previously submitted returns of incorrect or defective items were not processed correctly. So, here's a brief explanation of how to handle such returns and avoid misunderstandings regarding A-Z Guarantee claims.

So, how do you do it?

If you receive the item from the customer and notice that it's in poor condition or isn't the correct item, take a photo of the shipment. To be on the safe side, try to include any tracking numbers/labels legibly in your photo.

Regardless of the circumstances of the return, the policy stipulates that a refund must be processed within 48 hours of receipt of the return. If the return is defective, you should select the Partial Refund option. Here you have the option to upload a photo and note the condition of the item. A partial refund is also possible for 0% of the purchase price.

Once you have processed the partial refund, inform the customer about the reasons for the partial refund via the messaging system. Here you can then discuss further steps to resolve the situation with the customer.

Under no circumstances should you close the return or inform the customer in advance and wait for a response without initiating a refund. If the return is faulty, note it as described above and then resolve the situation. A partial refund does not preclude a further full refund after the problem has been resolved.

Important: These explanations do not apply to returns with a refund after the first scan. For these, see therefund policy for seller-fulfilled orders with prepaid Amazon return labels.

Regards, Spencer

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Account deactivated
by Seller_0yYhq3ZRg4O6b

We haven't sold any items using this account for the last 3–4 years and it was on the basic plan. We have a different account selling entirely different products. However, two days ago, I received an email from Amazon saying our current active account will be deactivated, apparently because this old account was deactivated due to missing credit card information.

I’ve now submitted the required documents. Does anyone know how long the approval process typically takes to reinstate a deactivated account?

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I keep getting these absolutely ridiculous "Suspected Intellectual Property Violation".

All the brands have absolutely nothing to do with my items.

Lego. Hasbro... etc all keep trying to say completely unrelated art prints and posters are somehow associated with them.

Anyone know why this could be happening? Is it just Amazon errors or is somebody making incorrect reports on purpose?

Any help or thoughts are greats appreciated.

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Not something I was expecting but it seems this is happening.

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Im not being paid by Amazon for items that have been sent and delivered ??? Im trying to speak to a Human at Amazon , but keep going round in circles with so AI rubbish.... can a amazon representative please contact me regarding these payments ive not recieved!

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FBA small box at LBA4 stuck on Checked In Status
by Seller_uBuqlxbTdzcn2

Hi

A few weeks ago I sent in a small box for FBA, it came up to send to LBA4 so off to Doncaster it went, I had sent a box there before and it was actually quicker than BHX4 where mine normally seem to go to.

It has been stuck on checked in since 3rd May. I have never had them stuck for this long, its only a fairly small box of 300 cards - some were VE day and some were exam good luck cards, both of those occasions have now pretty much past but my parcel is still stuck on checked in and not moved to receiving.

Is there anything I can do, I have sent a lot of boxes in the last couple months and all have been in received and in inventory after about 7-10 days of UPS collecting them.

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hi

I have minimum and maximum price range for my product selling in UK. I wanted to use remote fulfillment by Amazon and activated other EU countries. And entered 29 Euros for each of them but when on Sweden i forgot their currency is Kr and similarly i put 29 there so it equals to 2 pounds i guess which is way lower than my COGS and FBA fees. So can i request something logical from Amazon now? When i changed my price below or above the min max prices it immediately deactivated my listings and sent me email. So why in this case they didn't do it and let it sell for 29 kr? I even contacted Amazon before the orders confirmed while they were in pending status. Now i ask for reimbursement from Amazon because they didn't take my minimum price into consideration.

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We have over 2000 listings and noticed on Amazon marketplace yesterday that some of them will be delivered 20-22 May, but some others will be delivered 20-23 May. Those with 20-23 May have disgusting red writing stating “Usually dispatched within 2 to 3 days” (I call it a sale prevention).

We have one shipping template for all of the listings (RM 2-3 days). Default Handling Time is set to 2 days, with a cut off time 3am. All listings have 2 days set individually in Handling time too. Automated handling time was activated by Amazon (AGAIN) yesterday, but I switched it off yesterday (AGAIN). Our listings this morning still don’t show this change and we have two different delivery dates across all of our listings. WHAT AM I MISSING???

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Hello,

Amazon requested verification of my business establishment in the UK for VAT purposes. I am a non-UK resident, but my company is registered in the UK, and the company director is a UK resident.

I believe I meet the UK establishment criteria, and I have uploaded the requested documents multiple times, including:

Business registration proof (UK Companies House document)

Evidence of physical operations in the UK

ID proof of the UK resident director

Address proof of the UK resident director

Proof of the UK business bank account

Despite uploading these documents five times, I continue to receive the same rejection email:

“We reviewed your account and the information that you provided, and we have decided that you may not open a Selling on Amazon account. We leveraged a combination of automated means and expert human review to identify this issue and make this decision.”

There is no explanation of what criteria were not met, and the link provided does not clarify the issue. I also contacted an Account Health Specialist but received no helpful support.

I am requesting assistance to understand why my account is being rejected, despite submitting all the required documents and meeting the stated criteria. Could someone from Amazon Seller Support or Verification please clarify the reason for the rejection or guide me on what is still missing?

Thank you for your time and help.

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2 replies
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getting Brand Approval
by Seller_VGM4bQngSxbZM

I have apply with every proper information ask by amazon team for brand approval that also they decline, I have double check with suppliers and with AI compare tools and the result is 100% match but amazon is not giving me approval can anyone help me to figure it out

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I don’t even know where to start. I’ve been selling on Amazon for a while, doing everything by the book. I offer real products, ship with FBA, maintain a clean account, and I treat every buyer with respect. But none of that mattered in the end.

A buyer named Janet Payne has been repeatedly purchasing the same item from my listing. Each time, she claims "performance or quality not adequate" — but never once returns the product, never files an A-to-Z, never goes through any official complaint route.

Instead, Amazon quietly refunds her. Every. Single. Time.

Here are just a few of her orders:

202-9518971-4398749

202-4264305-1225105

202-2093544-8173138

I submitted multiple cases to Seller Support, included full documentation, confirmed shipment, and BEGGED for help. Nothing. Janet got to keep the product and the money. Again.

Funny thing is, this janet doesnt even try to hide it, its the same profile, u can see 5 orders all refunded and they are ordering more and more. i cant cancel the order cz of fba. with fbm i dont get the buy box so i removed the listing completely....

Then it got worse.

Another buyer — Michelle Sadd — began doing the exact same thing. Same product. Same excuse. Same refund.

We called her number to try to sort things out… and who picked up the phone? The same voice as Janet Payne. She told us directly to stop selling this ASIN. This wasn’t just refund abuse anymore — it felt like harassment. Sabotage.

So what did I do? I refunded Michelle myself. Out of my own pocket. Because I didn’t know what else to do. I felt trapped.

And then... Amazon refunded Janet again. After everything. After all the evidence.

I asked for a refund reversal, for my ODR to be fixed, for help.

They said no.

They let her win.

They let me bleed.

And they don’t care.

I don’t know how a platform that preaches fairness and customer obsession can let abusive buyers run wild while hardworking sellers get trampled.

I’m writing this because I don’t want to be silent anymore. If this has happened to you — speak up.

If you know someone at Amazon who cares — show them this.

Because sellers like me are drowning in silence, and nobody is listening.

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