Hi everyone,

I've asked Amazon for help on this but other than offering to get back to me in 45 days I still don't have an answer.

I sell cleaning pads on Amazon via FBA. Have been selling the same item for multiple years. Suddenly I received 100s of emails at the same time (one for each order) that stated the item was being refunded.

I checked my amazon account and it now says I am £-4000 in debt. I haven't received a single return/refund request from a buyer, and all the orders say completed. When I click on the payments/transactions section each item just says "refund" under the transaction type, and when I click on each individual order it says "Refund to Buyer". The sales period covers many months.

I'm unsure what/ why this is and can't see any information on my email or in my amazon account. I have no reason to believe the product was defective as I checked the items before I posted them and they also went through a manual amazon inspection process as I paid for each one to be labelled.

Any idea what would have caused this? It looks like Amazon is refunding the buyer so if they do that will it be up to amazon to credit my account again? Nothing makes sense here.

Any help would be much appreciated.

Regards,

Hello

I recently had a customer that, after opening the pack (vitamins for dogs) realised that the product is not suitable for her cat so she contacted me. I agreed to make a refund without her needing to return the item, so I got to the order and clicked the 'Refund Order' button. Then I filled the amount and submitted the request - the message that the refund has been initiated showed up.

I did not receive an email confirming the refund and the customer contacted me a few days later asking if I was going to refund her.

I then contacted Seller Support and they wrote:

"[..] Please be informed that since this is an FBA order you will not be able to refund the buyer form your end. Only the customer support will be able to refund them. [..]".

So, my questions are:

1. Why sellers cannot refund orders out of their own will?

2. Why there was the information that the refund process was initiated when in reality it wasn't?

In my opinion this is bad and Amazon should change this, what you think?

Why do we never get an explanation for a refund when its FBA??? This is just another wrong thing with this company.

We just get messages saying refunded, no reason at all. then we never see anything about it, we often dont get the returns so there is no way of tracking things. if we do get it returned its months after so how are we meant to keep any sort of track on this easily.

All we ask is there is a better system to tell us why there is a return on it, SIMPLE.