If you have attempted to resolve your concern regarding your Selling on Amazon account through our standard channels and were unable to do so, you might be eligible for mediation. This is the process where an impartial third party external to Amazon will facilitate dispute resolution.
In order to be eligible for consideration, you must have:
In addition, the date of Amazon’s last correspondence to you about your concern must be within six months of your request.
No, in general, any issues regarding Fulfilment by Amazon, or your Amazon Payments Europe or Amazon Payments UK Selling on Amazon payments account are not eligible for mediation. For more details on Amazon’s mediation policy and topics we may not mediate, click here.
The Centre for Effective Dispute Resolution (CEDR) maintains a panel of impartial mediators who will be allocated to handle your case in the language you have chosen (the “Amazon Seller Mediation Panel”).
Details of current members of CEDR’s Amazon Seller Mediation Panel can be found here. Amazon does not influence which mediator CEDR will be allocated to your case.
You will need to provide:
We will review your request within ten days, and try to resolve it where possible. In case we are unable to do so, and your case is eligible for mediation, you will receive a unique code along with further details on how to get in touch with CEDR. If you are not eligible, we will inform you through the same channels.
Note that you cannot request mediation from CEDR without a valid code.
If you received a code, you must contact CEDR within 30 days to begin your mediation process. Note that after 30 days, the code will automatically expire and you will have to resubmit a request.
CEDR will request you to submit an explanation of your case and supporting documents, if any. The appointed mediator may reach out to you directly for clarifications, if necessary. Amazon will also make a submission, and in the end, the mediator will render a non-binding opinion on the case. This should take no longer than 40 days after CEDR receives Amazon’s submission.
Our appointed mediator has set its fee at €538/£490 and Amazon will cover 50% of this fee. You will have to pay the remaining 50% directly to CEDR upon initiating mediation with the code that we provide to you.
If the mediator’s opinion is ultimately favourable to you, CEDR will refund you your share within 30 days after resolution. Should the mediator decide in favour of Amazon, your fees will not be reimbursed, and you will not be required to cover Amazon’s share.
Amazon will take a final decision whether to accept and implement the opinion or not, and inform you of the decision. Independent of that decision, CEDR will reimburse your part of the fee to you.
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