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Hi.

A customer returned a product because it was damaged, as seen on the customer feedback in the Voice of the customer. I then got a negative rating for my NCX score.

I contacted Amazon Support to see if i can get a reimbursement as it seems like the customer received it as damaged, however I was told that the cusotmer damaged it,so no refund and the NCX score cannot be changed.

Im trying to make this make sense - So the cusotmer damaged the product, deemed it as unusable and then getting a bad customer experience due to a damaged item.

If this was indeed damaged by the customer (i dont know why they would put that as a reason for return) then why is it a bad customer experience ? Can someone advise or please look into this for me please ? Just tagging someone from Amz to explain for clarity if possible @Seller_z3k8APxGfbQEK@Seller_WD80mtpYHjvBN

Hi I am a new seller on amazon, i applied for brand qualification which got declined. I have now made all neccesary adjustments and when i tried to reapply, It gets auto closed as a duplicate. Please can my case be reopened? or atleast allow me submit a new brand qualification request.

For the last three weeks I have had the same item pending for 7 days and then cancelled to be reordered the following day and again pending for a week before cancelling and then reordering again. I know it is usually to do with payments. However, it is a business customer who has had the order pending now for 3 weeks.

Whilst it is pending it is not available for sale, am I being cynical here wondering if another seller has the same item for sale and I am the competition to be removed?

Hi everyone,

I’m hoping someone can clarify this for me. I currently use Royal Mail 24 and Royal Mail 48 services to fulfill my Amazon orders. As you know, these aren’t fully tracked services, but they do provide delivery confirmation when the parcel is delivered (a barcode scan at delivery).

My question is — if I dispatch an order using Royal Mail 24/48 with delivery confirmation, and later a customer opens an A-Z Guarantee claim saying the item wasn’t received, how is this handled by Amazon’s system?

Since the decision process is largely automated (AI-based, not human-reviewed initially), and these services aren’t classed as ‘tracked’, would the AI still side with the customer even if I can provide the delivery confirmation scan?

Would appreciate hearing from other sellers who’ve been in this situation — or if there’s an official Amazon position on using services like Royal Mail 24/48 for fulfilling orders and how it affects A-Z claims.

Thanks in advance for any advice!

In my opinion it was just fine previously but the dispatch and orders section have now moved over to the left side of the page.

Seems silly to me, what is your thoughts?

Why did I just put myself through the pain of trying to speak to seller support. I have had a policy violation for trademark misuse for using the word guess in my title. The product I sell is a game and the word guess is part of the games title. Its nothing to do with the brand guess, its an action word. I had the same issue with another product a few weeks ago and spoke to seller support who passed it to the relevant team and it was sorted within 24 hours. Yet today I just got absolutely nowhere. I asked if they could pass it to the relevant team and was told no. Banging head against brick wall!!! Can one of the mods help?

Hello,

Is there anyone we can contact to file a complaint about the SAFE-T claim team? They have completely denied claims despite us providing all the additional information requested. Their responses remain the same without any clear logic or grounds. This issue has occurred in multiple cases over recent months, and they seem to be disregarding the policy themselves while buyers take advantage of the situation. If Amazon intends to allow this misuse of the policy, then Amazon should take responsibility rather than passing it on to small sellers.

Can anyone please advise where we can escalate issues related to the SAFE-T claim team's responses?

Thanks

Dear @Seller_XUNeUuvrQDpgP@Seller_z3k8APxGfbQEK@Seller_gAhPNiLrkfTcr

Hope you all are doing well. We needed your help regarding some negative feedback the automated system denied, tried open a case but also no luck they got denied. Would really appreciate your help and support with these as they were not our fault.

Order number: 204-1879213-9048343

Customer said its the wrong colour, this is not true the barcode on the product is 816657026641 if you search this it matches the same as the ASIN B07J2NPH7K. We use a barcode pick system so its impossible for a customer label to print if we send the wrong product.

Order number: 205-1178281-5157110

Customer said we sent the wrong product. We sold 13 of these with no other complaints. Again like the order above, we use a barcode system so not possible to send the incorrect product.

Order number: 203-9061285-0621124

Customer said they never got this, the tracking is showing delivered before the estimated date and also they were refunded.

Order number: 202-2392050-6015551

Customer said not what they ordered, the EAN for this product is 5045252667361 if you search online you will see matches the ASIN B07CSDS9WR. We refunded them £18 and still let them keep the item as good will, big loss for us but resolved this in customer favour.

Order number: 202-0642959-0285903

Deliver by: Sat, 21 Dec 2024 GMT to Mon, 23 Dec 2024 GMT Royal Mail tried to deliver on Friday 20 December 2024 11:51 Delivery Attempted - No Answer Wolverhampton DO. A day before estimated delivery. Not our fault they are not available to take delivery, they are carded by Royal Mail post man, they could ask for re-delivery or collect the following day.

Order number: 026-7120814-3893905

Deliver by: Fri, 6 Dec 2024 GMT the Royal Mail tracking (OE860221916GB) shows this delivered. 02-12-2024 = 4 days before due date.

Order number: 202-2773830-6305962

Review says "Hi unfortunately I ddnt receive item but says delivered so had to place same order again? Would like refund on this one" you can check your system this is the only order they placed with us. The other must be another seller at the time with the buy box. For this order Deliver by: Wed, 16 Oct 2024 BST to Thu, 17 Oct 2024 BST - Royal Mail delivered 17-10-2024.

Order number: 026-3372023-5737105

No where in the listing does it say qty of 2. Title or image do not mention 2, images show just 1 lipstick and also the title.

Order number: 206-8862449-1436339

Customer says ordered 250ml. Listing and image both clearly say 100ml

Thank you kindly with your help and support with this.

Warm regards

Direct Beautique

Is there an easy way to just completely turn off returnless refunds on FBA ? Thanks Amy