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Hi,

This isn't strictly an Amazon problem but a Royal Mail issue. Does anyone else use Special Delivery on other sales channels?

We're having issues with customer claiming non-delivery despite tracking (photo and signature) showing as delivered. The problem is that a week or more after "Delivery" the tracking starts getting further updates, and eventually shows as being sent to Royal Mails National Return Centre in Belfast.

My theory is that the customers could be putting the empty parcels back in the post box, I've raised this with Royal Mail (not hopeful) but was curious if anyone else is having similar issues.

Thanks

Jamie

New update notified today regarding a major change in the safe-t reimbursement policy,

we often have customers return software products with broken seals or compromised serial activation code numbers - it would seem these are no longer covered when a customer says change-of-mind yet returns a obviously used product.

additionally a number of customers have recently just affixed a returns label directly to a product box (even video games!) - and put it into the post. these would now not be covered as "damaged packaging" is now being excluded - yet these products often returned as "bought in error" "no longer wanted" cannot be resold.

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amazon message reads

Hello,

Effective from August 1, 2025, the SAFE-T reimbursement policy for Easy Ship, Self-Ship and Seller Flex orders will be updated to be in line with industry standards and to ensure that damage claims are processed accurately.

With this change, we will no longer process SAFE-T reimbursement claims for the following return reasons:

• Product primary packaging or box damage

• Broken or open seals

To avoid unapproved claims, we recommend that you do the following:

• Ensure that items are securely packed for shipping.

• Submit claims only for product damage or other eligible issues.

• Include clear photos when documenting return conditions.

To view the updated policy, go to SAFE-T Policy for Easy Ship, Self-Ship and Seller Flex orders: Terms and Conditions.

The Amazon Services team

Hey everyone hope you’re well

We have a quick question about KYC verification

For “Primary Contact” and “Beneficial Owner”

Do we Provide the “Business Bank Statement” or “Personal Bank Statement”

Keep getting rejected so would be massively appreciated

Thanks

@Seller_mIRnuhdx7l5sN @Seller_Huz6FT08OxHAR @Seller_DNQGSsdC7DccM @Seller_XUNeUuvrQDpgP @Seller_mIRnuhdx7l5sN

I have by complete accident pressed Transfer Account in settings, this has sent the account into meltdown,i have requested this to be cancelled as was a error on my part with no response.I have also uploaded all the required documents again because it sent the account into a meltdown, all our items are stranded due to the seller account being in Transfer and original documents uploaded.No response but a auto email from the account verification team either. I am hopeing someone can help.

We sent out a parcel on 04th June via evri (label purchased through Amazon)

I assumed that the parcel had been delivered ok, but it seems that EVRI made a real mess of it...

I was contact by my customer last week saying it had been ages since the goods were returned to us and she wants her refund.

We knew nothing about anything being returned to us - we had no notification from Amazon or EVRI about there being an issue and this was our first message from the customer.

Turns out - EVRI sent that parcel back and forward a number of times until they finally damaged the parcel beyond repair and told my customer they would return it to the sender (us)

I contact Amazon support who told me I need to contact EVRI's "Holly" chatbot (it's not been called Holly since the Hermes -> EVRI rebrand as far as I know, but that's another thing that's annoying me)

I contact the EVRI EZRA chatbot (the new name) and go through the process. The chatbot won't talk to me as the "postcode is incorrect"

EVRI won't talk to me on the phone for the same reason.

Amazon aren't interested in helping and keep giving me the same copy/paste BS about contacting EVRI via Holly.

I explain that I can't

"You are to contact Evri via Evri Holly Chatbot to raise a claim for an order that was lost during transit and purchased through Amazon Buy Shipping by Evri."

I explain that I cant

"You are to contact Evri via Evri Holly Chatbot to raise a claim for an order that was lost during transit and purchased through Amazon Buy Shipping by Evri."

....

...

They then said soemthing along the lines of "You accept the returns and have issued a refund, contact EVRI"

No no no - at no point have i ever accept returns of goods. Yes, I issued a refund as it's only fair to my customer, given they 100% hadn't received the parcel, but I didn't accept, nor have i received the return of any goods.

Amazon - you are so good at CUSTOMER service - You need to support your sellers just as well!!

Hi Everyone,

Does anybody know if item `Bamboo Flushable Toilet Wipes,Septic Safe,Soft, Unscented,Eco Friendly` is know as IP complain, had a message to stop selling the item or is spam..

Anyone care to explain why it seems to be impossible to list even a simple CD without being asked to request permission and then being asked to supply some stuff I don't even understand? This happens with at least half the cds I try to list if not more and even when I've requested permission and by some small miracle its been granted straight away, I return to the listing and am asked again to request permission!!? It's a CD ffs, what is the issue? I've been with Amazon since the late 90s and its gradually got more and more complicated, time to go methinks! Comments welcome x

I’m hoping someone here has been through this and can help.

I’ve tried uploading a video to my product listing multiple times now, and it keeps getting rejected for “making medical claims” — which I’m 100% not doing. It’s just a basic product demo with no mention of health, wellness, or anything medical. I even re-edited the video a few times to be extra careful, and at one point I literally copied the style of a competitor’s video that’s already live on Amazon… and mine still got rejected.I’ve spoken to Seller Support a few times — no help. They just send generic responses. I was also told to email the Community team, which I did, but haven’t heard anything useful back.Super frustrating. Has anyone else had this issue and managed to get it sorted? Any advice would be really appreciated.

Amazon has frozen our sales funds and deactivated some accounts, wrongly linking us to VAT owed by a separate, liquidated company that we worked for and part owned up to June 2022. Since July 2022 we now run a legally distinct entity. The liquidator confirmed all VAT was paid of the previous company and there’s no connection between the two accounts, but Amazon will not unblock our funds. We are still delivering orders , so the oustanding amount is rising, and we cannot sustain this, let alone the mental as well as th fiancial anxiety this causing us. W e want to go to small claims court to claim the monies owed to us. Does anyone have similar experience and advice on how to deal with this , as Amazon keep rejectineg any document that we or the liquidators have provided. Seller support is waste of time as they have no say or ability to deal with this.