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Etsy Support Admin

This is Aida from Etsy's Case Mediation team.

After reviewing this case, we determined that a refund isn’t appropriate in this situation.

Jenny, Thank you for letting us know that you have not received your order, we know how important this is to you. However, since the tracking information shows that the order was delivered to your shipping address, we are not able to mediate the case.

Please contact your local post office or your neighbors, as they may have received the order on your behalf.

Keep in mind, abuse of Etsy’s Purchase Protection program could result in program exclusion at Etsy’s discretion. Learn more about our Buyer Policy here.

We appreciate your comprehension.

HI, I have noticed the Best selling rankings have disappered from a lot of products on the product listign page, we use this to monitor performance, Has anyone else noticed this.

Thanks

Hi,

I can see that other sellers are also having issues with the "Competitive External Price." Can anyone advise on how we can avoid this problem?

Amazon still doesn’t seem to understand that companies/sellers have different margins across marketplaces or other channels, and prices can’t always be the same due to different criteria. It’s not fair, because when Amazon flags the competitive price on certain ASINs, we’re forced to match it in order to keep the Buy Box — even when we offer Prime shipping.

Also, we can’t even increase the price by £0.01 because we immediately losing the Buy Box again. We opened some cases and explain the situation but it seems nothing change and hard to find people to understand the issue

I hope to receive some tips on how we can manage this and how we can ask Amazon to remove the "Competitive External Price."

Many Thanks

We have recently registered our brand name on amazon. Our products have a trademark printed on them. Currently, our products are listed as Generic. How can I change the listing brand name from Generic to my own trademark brand name?

The brand isn't ours and not on the amazon brand registry or trademarked, but it still seems wrong that they could change it to theirs and take all of the reviews.

B00CI6CRO6

Brand: WITPOCE

- This said Direct Products 1 month ago

I am new to sales and I am confused about product variations. I print t-shirts and I have several models of teddy bears for example. How can I add model variations? Should I add a new product for each model? And the second question is how do I add all genders to the same product (men woman girl boy)? Thanks

Hi A customer requested I cancel an order which I did immediately. They then left a 1 negative feedback as they say they didnt recei a refund. I cannot contact them as their details have been removed as the order is cancelled. Amazon say that they did not get charged for the cancellation so wont see it as a refund. I now have and ODR issue as the order had been flagged as negative feedback. I have requested the feedback be removed but this hs=as been declined and I can no longer raise a case as I keep going round in circles and I keep getting amazon standard bot messages. I wouls like to tag an amazon partner but dont know how to do this in the forum.

Hi everyone,

I’ve been running a legitimate business on Amazon UK through a legally registered company, using a standard online arbitrage model. I sourced genuine products from well-known, reputable UK retailers, sent them to Amazon FBA warehouses, and sold them to customers in full compliance with Amazon’s rules.

I have never engaged in any fraudulent activity, review manipulation, counterfeit products, or anything that violates Amazon's policies.

Despite this, my account was suddenly deactivated under Section 3, with a generic claim of "deceptive, fraudulent, or illegal activity." No specific explanation, no evidence, and no warning were provided.

To make things worse, Amazon is withholding my funds, despite the fact that all my transactions were legitimate and customer orders were fulfilled properly.

I’m posting here to ask if anyone has experienced something similar — and if there's any realistic way to resolve this. I’m also preparing to escalate the issue to external authorities like the Financial Ombudsman, since this action has caused both financial and reputational harm.

Thanks in advance.

Hello Seller Support & Community,

We would greatly appreciate your assistance regarding an unjust A-to-Z Guarantee claim (Order ID: 204-2014840-8072334) that was wrongly classified as “Item Not Received”.

The buyer refused the package on 11 April 2025, as confirmed by their own message via Amazon’s messaging system—they mentioned they found the item cheaper elsewhere. Despite this, we voluntarily issued a full refund on 13 May 2025, without even waiting for the item’s return.

Unfortunately, this A-to-Z claim is still counting against our Order Defect Rate (ODR).

• We submitted two formal appeals via the Performance Notifications page on 14 May and again on 21 May 2025.

• We referenced the buyer’s written confirmation and refund details.

• Tracking ID (Evri): H0377A0010573418 — shows item was returned/refused.

• Case ID: 11153000622

We kindly ask that a moderator or Amazon performance team escalate this matter and remove this claim from our ODR metrics, as this was not a case of non-delivery, but an intentional refusal by the customer after a change of mind.

We believe the documentation in Amazon’s messaging system provides clear evidence, and we are committed to upholding our seller performance standards.

Thank you in advance for your support.

@Seller_Huz6FT08OxHAR

@Seller_z3k8APxGfbQEK

@Seller_j9Bd91CW3ZVpr

Best.