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Subject: Request for Advice on Unfair A-to-Z Claim Resolution

Hi All,

We need advice regarding a recent case where a buyer filed an A-to-Z claim for not receiving their order. The details are as follows:

The order was shipped with Royal Mail Tracked.

The courier made several delivery attempts, but on each occasion, the buyer was unavailable to receive the parcel.

The package was then held at the local depot for the buyer to collect, but the buyer made no effort to retrieve it.

Despite our fulfillment of all obligations, Amazon issued a full refund to the buyer and applied a defect to our account.

To assist the buyer, we sent emails containing a link and instructions to rearrange the delivery for a more convenient date. However, the buyer ignored our communications and proceeded to file the A-to-Z claim.

The parcel has now been returned to us, and we’ve incurred both the original shipping cost and a return fee from Royal Mail, leaving us out of pocket by approximately £10. On top of this, a defect has been applied to our account, which seems highly unfair as we adhered to Amazon’s policies.

We kindly request guidance on:

What we could have done differently in this situation to prevent the claim.

Whether this decision can be reviewed to reverse the defect and refund the costs we’ve incurred.

Thank you for your time and support.

Kind regards,

Hi

I want to make labels on my own without any assistance of prep centre and want amazon service to collect them from my end. Can someone please tell me Is it possible. How can I do it?

TIA

For order 204-2522183-8036357 we received the following feedback

packaging and package damaged due to being saturated with water, amazon driver was very abusive and threatening when asked about it

This order was fulfilled by ourselves using Royal Mail and not by Amazon

We cannot be held responsible for the behaviour of an Amazon driver (especially when we don't use Amazon to fulfil our orders) and this has nothing to do with our customer service or the behaviour of our courier.

The feedback should be removed. Amazon Feedback manager is refusing to remove it and now the case is closed and can't be reopened. It is against policy for me to contact Seller Support again to get it removed.

Could a mod please look at it @Seller_z3k8APxGfbQEK@Seller_Huz6FT08OxHAR@Seller_Udi0JNbTrsmUV@Seller_ZyGdB49sb7An4

Case Id 10544056762

I've been buying Large Letter 1st Class postage through Amazon's 'Buy Shipping' button and I wondered whether Large Letter 2nd Class postage would still count for valid tracking? I've been reading conflicting things online, so just want to make sure as currently my VTR is not looking great - on my first ever order I read some bad advice online and hand-delivered it as the customer was just around the corner from me...

As a separate question, for some reason under VTR it is saying the below, even though I've shipped more than 1 of the same item:

Number of non-exempted shipments: 1

Shipments with valid tracking: 0

Any ideas why this is?

Thank you

Have you all seen an alarming increase in customers claiming non delivery recently? I've had ten in one week, all vague short sentences from buyers like 'Appears to have not arrived please refund' yet when all tracking checked they have all been delivered to the exact GPS locations. No buyer has followed through after i've replied, so just wondering what could have caused this? Are Amazon emailing them saying the products have not arrived?! All labels purchased through Amazon.

We noticed our fortnightly payments are down about 10-20% for the past 2 months, yet our sales are very similar to what they have always been.

We cant pinpoint why this is.

I remember seeing a news item earlier this year , where the seller would be charged for out of stock items.

1.Does anyone know where I can pinpoint these charges?

2. Do you now get charged for inactive items of which we have several dozen?

Thanks

Hey,

I'm a new seller and I have my own brand (trademarked in the UK). I bought my GTINs (EANs) from GS1 and I'm having difficulty creating a listing as it's giving me error 8541.

My products are clothes, so for example for a shirt I have variations in colour and size and I have barcodes for unique colour and sizes. I initially entered all the product information with the new version of Add a Product interface. When I entered the EANs from GS1, I didn't initially encounter any issues.

However, after I entered the product dimensions and weight details every single variation I had was marked with error 8541 (it says something like 8541: The value Slate Grey specified cannot be used as it conflicts with the value Black for ASIN B0CC9ZJ9LG in the Amazon catalogue. If this is ASIN B0CC9ZJ9LG, update the value to match the ASIN data. If this is a different product, update identifying information (UPC/European Article Number)).

I'm in touch with seller support but after almost a week I have not had anything useful from them and I'm reaching out to the forum to see if anyone has any suggestions? I have provided seller support GS1 certificate that shows the company prefix and also my trademark certificate.

Any help would be much appreciated!

Thanks

I am beyond frustrated with the ongoing issue regarding the incorrect business address in the Amazon.us system.

I'm being asked to update my business information. However, when I access the "Business Information" page to make the required updates, the system automatically pre-selects Germany as our business location. This is completely incorrect and has nothing to do with our legal entity's actual address.

Our legal entity has never been located in Germany. We have provided countless confirmations, pieces of evidence, and official documents proving our correct business location. Our address has already been successfully verified by Amazon through the unique address verification code process. Yet, the Amazon.us system continues to block any updates due to this pre-selected (incorrect) German address.

We have opened dozens of cases to resolve this issue, but they have provided no solution, no support, and no useful information. Every time, we receive the same robotic response: "We cannot help you with this case." When we ask how to proceed, who can help, or what steps to take, our questions are ignored.

It feels like there is no real support team at Amazon that can read, understand, and resolve this type of issue. I've seen similar cases on the internet, where sellers are left in this endless loop without any resolution.

Is there anyone here who has experienced a similar situation and managed to resolve it? Any guidance or advice would be greatly appreciated.

In case the Amazon team reads it: reference Case ID 16710012521

Hi there, our account is currently suspended over suspicion of inauthentic ASIN. We are still trying to resolve this ongoing matter and have been for the past 60 days. Even though we have supplied bona-fide invoices (with all details including supplier info etc, screenshots of our online account and emails from the supplier stating they are authorised distributors) and done our best to show the legitimacy of the supply chain we have yet to be successful. We are at the point of acknowledging the violation just to reinstate our account.

Separate to this, today we received the following email:

"Hello WONDEL LTD,

We are writing to let you know that you have Fulfilment by Amazon inventory that is under review for authenticity. During this review, your listings may be deactivated and you will be unable to initiate a removal request for any impacted inventory. This review is separate from any action regarding the status of your account. If you do not respond to this message within 30 days, your inventory will be destroyed in accordance with the ‘Unsuitable inventory investigations policy’.

Your response should address all of the following ASIN(s):

asin title quantity

B000C1Z4UI Provocotive Women Eau de Parfum 100ml N/A

B000C1ZFFW Worth Eau De Toilette 100 ml N/A

B000C212QW Elizabeth Arden Splendor Eau De Parfum, 125 ml, Floral Fragrance, Luxury Perfume for Women N/A

B000C213KM G By Giorgio Beverley Hills Eau de Parfum for Women 90 ml N/A

B000C235M6 [Title not found] N/A

B000JLEZUG [Title not found] N/A

B000P2528I Chantilly FOR WOMEN by Dana - 104 ml EDT Spray N/A

B0014SEMQK Blue Stratos, PreElectric, 100 ml N/A

B001PTFXKW Elizabeth Arden N/A

B001RYWFOM Cyclax Aloe Vera Revitalising Cream 300ml N/A

B002O0PWG6 Elizabeth Arden 13.54 Oz Honey Drops Body Cream, Green Tea, 384 gram N/A

B002QGKBCI DR BECKMANN STAIN DEVILS REMOVES COOKING OIL & FAT - 50 ML N/A

B004LP4CVS Adore Shining Semi Permanent Hair Colour, 130 Blue Black N/A

B004LP4R2W Adore Shining Semi Permanent Hair Colour, 110 Darkest Brown N/A

B004M45474 Adore Shining Semi Permanent Hair Colour, 39 Orange Blaze N/A

B004M58JT8 Adore Shining Semi Permanent Hair Colour, 64 Ruby Red N/A

B004M5CGR4 Adore Shining Semi Permanent Hair Colour, 58 Cinnamon N/A

B004M5SX7G Adore Shining Semi Permanent Hair Colour, 30 Ginger N/A

B004M5VREC Adore Shining Semi Permanent Hair Colour, 116 Purple Rage N/A

B004M5WON0 Adore Shining Semi Permanent Hair Colour, 120 Black Velvet N/A

B004M5YDL6 Adore Shining Semi Permanent Hair Colour, 52 French Cognac N/A

B004M62LBE Adore Shining Semi Permanent Hair Colour, 88 Magenta N/A

B0050PRDPA Gummy Hair Gel 700 ml Maximum Hold N/A

B0085M6HCA L'aimant Perfume De Toilette for Women, 15 ml N/A

B00AV8TVFQ Clippercide Spray for Hair Clippers - 5-in-1 Formula - 425g N/A

B00BXMFUZE Adore Shining Semi Permanent Hair Colour, 121 Jet Black N/A

B00COFP8Y2 Ferrari Scuderia Black Homme Men Eau de Toilette 125 ml N/A

B00ENNVEVE Catwalk by TIGI - Oatmeal & Honey Hair Repair Mask Treatment - Ideal for Damaged Hair - 200 g N/A

B00HAKWIV2 GODDARDS Long Term Silver Polish 893762 N/A

B00IPH2Y4A Vanish Grease Stubborn Stain Remover Multi-Fabric, Pre-Wash Bar Laundry Washing, 75g (6-Pack) N/A

B00OTT5FWG NIVEA MEN Sensitive Protect Antiperspirant Deodorant Pack of 6 (6 x 50 ml), Men's Deodorant with 0 Percent Alcohol, 48 Hour Antiperspirant for Men, Roll Deodorant N/A

B00OVF9XUI Adore Shining Semi Permanent Hair Colour, 150 Platinum N/A

B00OVF9XVW Adore Shining Semi Permanent Hair Colour, 83 Fiesta Fuchsia N/A

B00OVF9XWG Adore Shining Semi Permanent Hair Colour, 140 Neon Pink N/A

B00OVF9XY4 Adore Shining Semi Permanent Hair Colour, 142 Pink Blush N/A

B00VBX3V42 Oven Pride Complete Oven Cleaning Kit 500ml Includes Bag for Cleaning Oven Racks N/A

B00X68551W 6 X DOMESTOS BLEACH TRIGGER SPRAY 700ml | 6 PACK BUNDLE N/A

B0198H33A4 Cyclax Nature Pure Aloe Vera Revitalising Cream 300ml (Pack of 3) N/A

B01C5XQ7OW Adore Shining Semi Permanent Hair Colour, 196 Sky Blue N/A

B01C5XQ7R4 Adore Shining Semi Permanent Hair Colour, 193 Soft Lavender N/A

B01C5XQ7SS Adore Shining Semi Permanent Hair Colour, 191 Fruit Punch N/A

B01C5XQ7TW Adore Shining Semi Permanent Hair Colour, 197 Periwinkle N/A

B01FZTFF9G Dove Go Fresh Roll On Pomegranate 50Ml - Pack of 2 N/A

B01GR2ALK8 Burt's Bees Tinted Lip Balm, Red Dhalia, 0.15 Ounce by Burt's Bees N/A

B01MXEGWBD 2 x Denim Black Aftershave je 100 ml by Denim N/A

B01N38DNJ0 6x BRUT Deodorant, Aerosol Sport Style 200 ml N/A

B06XYJGS4C Dettol Antiseptic Liquid, Multipack of 6 X 750ml, Total 4.5L, Cleaning Alcohol, Isopropyl Rubbing Alcohol, Ipa Alcohol, Antibacterial, Disinfectant, Antiseptics and Disinfectants, First Aid N/A

B0746H4Y6Y [Title not found] N/A

B075PTHVKN Mielle Pomegranate & Honey Leave-In Conditioner, Moisturising Curl Primer and Detangler, Repair Damage and Prevent Frizz, Treatment For Thick Curly Hair, Type 4 Hair, 355 ml (Pack of 1) N/A

B0761X7CV2 Blue Stratos Pre-Electric Shaving Lotion 100ml N/A

B078N6M6RJ Jovan Musk Jovan For Women 3.25 oz Cologne Concentrate Spray N/A

B07JVLYPWC Colgate Natural Extracts Activated Charcoal + White Mint Toothpaste, 75 ml - Pack of 3 N/A

B07KWK41VJ Neutrogena Hydro Boost Cleansing Micellar Water 400 ml Bottle N/A

B07N7PWKKQ Mielle Rosemary Mint Strengthening Edge Gel For Sleeking And Taming Hair, 57 g, White N/A

B07QRXL1J8 Adult Large Incontinence Pad Disposal Bags (42 x 32cm inc tie Handles) - 5 x Packs 50 = 250 Bags N/A

B07V6BHPP1 Max Flush 5 Toilet Rim Block Cleaner Mixed Set of 6 (Twin Pack) N/A

B07V9HDJ5X 6X Max Flush 5 Citrus Sparkle Toilet Rim Block Cleaner (Twin Pack) N/A

B081S1DG7F Burt's Bees Hemp Hand Cream with Hemp Seed Oil for Dry Skin, 70 ml N/A

B0844KNR2V Adore Shining Semi Permanent Hair Color Ocean Blue (176), 118ml N/A

B0844N65PH Adore Shining Semi Permanent Hair Color Mystic Gray (158), 118ml N/A

B0844TK9B7 Adore Semi-Permanent Hair colour Powder Blue #198 N/A

B084WVZ9XG Adore Shining Semi Permanent Hair Color Purple Black (125), 118ml N/A

B086TF35PN Elizabeth Arden Eight Hour Nourishing Skin Essentials Set N/A

B08S8GSVGL Aveeno Baby Daily Care 2-in-1 Shampoo and Conditioner Cream 300 ml (Pack of 1) N/A

B08XXR6XBF Mandate 100ml Eau De Toilette N/A

B093HHHT6N Dr. Beckmann Fridge Hygiene Cleaner | Spray wipe & clean|Neutralises odours | 250ml N/A

B094KFFSJK Stergene Handwash Delicates Gentle Care 100ml (Pack of 3) N/A

B094KFSFPL Stergene Handwash Delicates Gentle Care 500ml (Pack of 3) N/A

B09B4BGG1N HAZ Isopropyl 70% Rubbing Alcohol 500 ml, 2 Pack First Aid Antiseptic Cleanser & Cleaning, Lab Grade IPA Isopropanol Disinfectant for Household Multipurpose Cleaner and Degreaser N/A

B09BJYQWHN David Beckham Bold Instinct Fragrance Giftset For Him, 50ml Eau De Toilette & 150ml Deo Spray N/A

B09KQR368L 6x Dove COCONUT and JASMINE FLOWER 48H Ant-Perspirant Roll On 50ml N/A

B09L5125GJ Hai Karate After Shave Lotion Original 100ml Mens Fragrance 2021 New Stock N/A

B09R2MPS4F Gold Pre-Electric 100ml N/A

B09YQ5H44V Fridge Drain Hole Cleaning Tool - Vaktop 5PCS Fridge Cleaner, Drain Pipe Cleaning Brush, Reusable Refrigerator Drain Dredging Tool Kit - for Refrigerator Cleaning, Kitchen Drain Hole Remover N/A

B0BT9YR4R4 Zoflora Concentrated Disinfectant, 1l N/A

B0C2N81JPF Complan Nutritional Drinks Bundle Consisting of 4 Multi-Packs of Complan Strawberry, Chocolate, Banana and Vanilla Flavoured Mix at Home Powders - 16 x 55g Sachets. 21

B0CBK81WKS [Title not found] 344

B0CNGTLNBF X6 Mens Nivea Body Wash Sensitive Shower Gel – Body Face and Hair 250 ml Alcohol Free… N/A

B0CWVJWXW6 Fairy Original Washing Up Liquid Pack of 2 x 320 ml Dishes Grease Cleaner Dishwashing Bundle Housold 320ml Fairy (Pomegranate) N/A

B0CXN4YC57 Dove Original Anti-Perspirant Deodorant Cream, 24-Hour Sweat and Odor Protection, 50ml, Moisturizing and Gentle on Sensitive Skin, Long-Lasting Freshness, Pack of 6 Mushroom – Original - 50 ml 66

B0D8C2CSPF 6 Pack Max Flush 5 Tropical Blossom Toilet Rim Block Cleaner (Twin Pack), Clear Water Toilet Rim Block with Anti-Limescale, Cleaning Foam, Dirt Protection and Extra Freshness N/A

Why is this happening?

We are considering this action because we have determined that your inventory may be counterfeit. The sale of counterfeit products is strictly prohibited, and items sold on Amazon must adhere to all applicable laws and Amazon policies.

Failure to abide by these policies may result in loss of selling privileges, funds being withheld, destruction of inventory in our fulfilment centres and other legal consequences.

How do I demonstrate authenticity?

In order to demonstrate the authenticity of your inventory, please provide supply chain documents demonstrating that your inventory consists of genuine products. A plan of action is not necessary, and there is no required format for your response. Please submit documents such as:

- Invoices and receipts. You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASINs under review.

- Supplier information including supplier name, supplier phone number, supplier address and website.

- Item descriptions.

- Item quantities

- Import or export documents such as bills of lading, commercial invoices and packing lists.

- Brand letters authorising your use of trademark, design, patent or copyright.

You should only send .pdf, .jpg, .png or .gif files. These documents must be authentic and unaltered.

What happens if I do not send the requested information?

If within 30 days of the original notification we do not receive the requested information or if you are unable to demonstrate the authenticity of your products, the relevant inventory under review may be destroyed in accordance with the ‘Unsuitable inventory investigations policy’.

We are here to help:

If you have questions, please review the following policies on Seller Central:

Has this review been conducted in error?

- If you believe that the products under review are authentic, and are permitted for sale on Amazon, please include evidence or documentation demonstrating that your account has not violated our policies listed above and we will investigate.

- If we confirm that your products do not violate our policies, we will release the inventory to you upon completion of our review.

Regards,

Amazon Services"

The issues with this are as follows:

1. Some of those ASINS in the list provided by Amazon are products we have only ever added to our inventory for research purposes and not items we have ever bought as stock or even sold on Amazon. We therefore have no evidence for their authenticity because we have never stocked or sold them. Why would we provide evidence for items we've never stocked or sold?

2. Some of the ASINS listed no longer exist and so without a title [title not found] we cannot determine what they are.

3. If you check our current inventory we only have 9 ASINS listed and of those only 3 have any FBA stock. All the other ASINS listed in the email have been deleted from our inventory some time ago or don't have any stock in Amazon fulfilment centres.

Please offer any advise as to what we are supposed to do in this situation we have described.

Thanks in advance.