Any guidance or assistance from AMAZON or the community would be invaluable!
We are a Brand Registered FBA seller with five years of experience on Amazon, maintaining excellent account health and NCX metrics.
However, about 4-5 weeks ago, we encountered a coordinated scam targeting our best-selling product listing.
We have received over 300 refund notifications, along with an even higher number of complaints. The buyers are posting multiple complaints per order, significantly impacting our NCX rate. Upon reviewing the order details, we found out that there are identical buyer names and addresses across multiple refunds, sometimes repeated daily or even multiple times per day. In other cases, different buyer names share the same address. The complaints appearing in the “Voice of the Customer” dashboard are highly suspicious.
Over 200 complaints contain identical, copy-pasted text, irrelevant to our product.
The objective of these actions seems clearly aimed at damaging our listing and potentially causing its deactivation.
We have escalated this issue to Seller Support (as the huge number of orders doesn't allow to investigate the case order per order through the Report Abuse), but the response time has lagged behind the speed at which these scammers operate, placing our business at serious risk.
