Will Amazon’s system EVER STOP attacking sellers for no reason?
I am seriously confused and frustrated with how Amazon’s system is working lately. A customer opened a return because the shoes were too small. Royal Mail could not collect. The customer messaged saying the label was missing. I replied immediately and explained that Amazon provides the label, not the seller, and asked them to request a new one from Customer Service.
Instead of doing that, the customer went to Amazon and opened an A to Z claim with a completely different story. They selected “damaged or defective” even though they never said anything like that to me and the original reason was “too small.”
Now Amazon has given me a Product Condition Complaint saying “Used Sold as New.” The item was brand new. No damage. No customer complaint about condition. Nothing.
All of this came only because customer service LOVE TO PUNNISH SELLERS on A to Z form. No investigation. No evidence. No logic. The system punished me instantly.
I want to understand how this makes any sense.. What are we supposed to do when we follow all policies correctly but still get hit with account health issues created by Amazon’s own process.
i can easily get rid of all this allegation this is not a problem but why ş should waste my time because UNTRAINED PEOPLE keep trying to punish sellers. This has to be STOP
Will Amazon’s system EVER STOP attacking sellers for no reason?
I am seriously confused and frustrated with how Amazon’s system is working lately. A customer opened a return because the shoes were too small. Royal Mail could not collect. The customer messaged saying the label was missing. I replied immediately and explained that Amazon provides the label, not the seller, and asked them to request a new one from Customer Service.
Instead of doing that, the customer went to Amazon and opened an A to Z claim with a completely different story. They selected “damaged or defective” even though they never said anything like that to me and the original reason was “too small.”
Now Amazon has given me a Product Condition Complaint saying “Used Sold as New.” The item was brand new. No damage. No customer complaint about condition. Nothing.
All of this came only because customer service LOVE TO PUNNISH SELLERS on A to Z form. No investigation. No evidence. No logic. The system punished me instantly.
I want to understand how this makes any sense.. What are we supposed to do when we follow all policies correctly but still get hit with account health issues created by Amazon’s own process.
i can easily get rid of all this allegation this is not a problem but why ş should waste my time because UNTRAINED PEOPLE keep trying to punish sellers. This has to be STOP
20 replies
Seller_6HXPDZ2n6YG3n
I have already provided all evidence related to this issue under Case ID: 11723956592. I request that review this case properly and close both the A to Z claim and the Product Condition violation please.
The actions taken by the investigator on this case are unacceptable. The decision was made without checking the customer’s original return reason, without reviewing my communication, and without verifying any facts. This is not in line with Amazon’s own policies and it damages sellers for no valid reason.
I am requesting the following:
Full review of Case ID: 11723956592
Removal of the A to Z impact and the Product Condition violation
Internal investigation into how this case was handled
I also request that the person who opened these incorrect violations receive further training or be removed from handling seller performance decisions if they cannot follow the correct procedures. Allowing staff to issue unjustified violations harms sellers and breaches the responsibility Amazon has towards its Marketplace partners.
This situation has wasted my time, affected my account, and created unnecessary stress for absolutely no reason. I expect Amazon to correct this mistake immediately.
@Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon @TaylorR_Amazon
@Danny_Amazon @Kai_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Sakura_Amazon_ @Abella_Amazon @Ange_Amazon @Sakura_Amazon__ @Sakura_Amazon_
Seller_4jaHlE3EDp5hj
I have a similar one where RM failed to collect and A-Z was raised. They did ask me to provide a returns label which I did via click and drop and uploaded to the claim. Customer used this and the claim status shows:
Claim withdrawn:
Seller_6HXPDZ2n6YG3n
The customer’s response clearly shows that the Amazon staff member who handled their inquiry was hostile toward us.
Amazon opened an A-to-Z claim for this case.
Amazon also opened a product violation for this case because they said I sold a used product as brand new.
16 Nov 2025 04:49
I think Amazon may have misunderstood. I did not knowingly say that the shoes were damaged or used. The problem I tried to explain to them was purely about the return process. If it helps I can add here that the only issue was the size of the shoes.
Jona_Amazon
Hi @Seller_6HXPDZ2n6YG3n,
I have checked the A-to-Z claim, however, as the investigation is still ongoing, there is nothing that can be done from my side at the moment.
If the buyer did not want to open the claim, they can withdraw it.
I can see that you are working on the return with the buyer in the buyer-seller-messages. Keep us updated!
Best,
Jona
Seller_znTeHti2qvorY
It’s terrible reading this, and I really feel for this seller—as I do with so many others. When will Amazon make things easier for us? Sellers with a proven track record should surely be treated accordingly, rather than the way many of us are being treated now.
Jona, please let us know if things will improve moving forward for hardworking, caring sellers with good, honest, ethical backgrounds.
Seller_6HXPDZ2n6YG3n
@Jona_Amazon please read below i asked the customer and he responded. Can you please explain why amazon seen as enemy? When your side going to understand we are business partner ?
How Amazon dare to open A to Z claim and Violation of policy of i am selling used as a brand new please explain?
15 Nov 2025 16:52
Hi David,
I hope you are well. I received an unexpected notification from Amazon regarding your return request and I need your help to clarify something urgently.
Amazon has informed me that the A to Z claim you opened was marked as “damaged or defective” and they also added a note about the item being “used.” This does not match the original reason you gave, which was only that the shoes were too small.
Can you please let me know exactly what you told Amazon Customer Service when you requested a new return label. Did you tell them anything about the item being used or damaged, or do you think Amazon may have misunderstood your explanation.
I need your confirmation so I can send the correct information to Amazon and fix this quickly. Thank you for your cooperation.
Kind regards
16 Nov 2025 04:49
I think Amazon may have misunderstood. I did not knowingly say that the shoes were damaged or used. The problem I tried to explain to them was purely about the return process. If it helps I can add here that the only issue was the size of the shoes.
Jona_Amazon
Hi @Seller_6HXPDZ2n6YG3n,
I understand your concern, however, as long as there is no decision on the claim, we from the Forums cannot take action on the case.
As stated before, if the customer is not experiencing any issue with the return, they can withdraw the claim.
Best,
Jona
Seller_6HXPDZ2n6YG3n
Hi @Jona_Amazon
The claim is now closed, however Amazon has still added an ODR to my account. I need you to explain why this happened. The order was shipped on time and arrived earlier than the estimated delivery date. The customer only opened a return request and could not generate a return label. I provided full support and clear guidance, and I even have written confirmation from the customer stating that he only asked Amazon for a return label and nothing else.
Please explain the logic behind assigning an ODR in this situation. There was no fault from my side. I followed every policy correctly. Why is Amazon penalising me for a return request that the customer could not complete and for something I did not cause?
This is extremely unfair. I want this ODR removed and the reason for this mistake clearly identified so it does not happen again.
Thank you
Seller_6HXPDZ2n6YG3n
Customer did not open Claim amazon opened on porpoise for asking return label from amazon. how amazon doing something customer even not request ?
Here is again customer message:
16 Nov 2025 04:49
I think Amazon may have misunderstood. I did not knowingly say that the shoes were damaged or used. The problem I tried to explain to them was purely about the return process. If it helps I can add here that the only issue was the size of the shoes.
Seller_Fg2fqaWOnEtha
I had a A-Z claim for a pending Subscribe & Save order, it affected my ODR even when I didn't do anything wrong. It was either Amazon or the customer that cancelled the order and the latter then opened an A-Z claim when they didn't receive anything. The system is beyond broken and there is no one to talk to.
Seller_YgZZR4gqN6NNm
You are COMPLETELY right. DEAR AMAZON, WE ARE JUST HUMANS. Please give us the same amount of fair & just as you do to your CUSTOMERS. We are also YOUR CUSTOMERS, YOU TAKE FEES FROM US FOR SELLING ON YOUR PLATFORM. Selling on Amazon is not easy, extremely hard and it is MOST DEFINITELY not like we are making 10k in a day on our first month. Hardly make 1k in profit in the first 6 months or 1 year. PLEASE, WE ARE NOT ANIMALS. PLEASE SHOW MERCY ON US.
Seller_6HXPDZ2n6YG3n
I am waiting for a moderator to assist here, please.
I directed the customer to Amazon because he said his return label was not working. Instead of helping the customer generate a new label, Amazon opened an A to Z claim instead of assisting the customer and used the reason “Damaged or defective item.” This is not true and it is another breach of our contract. This action did not help the customer and it created unnecessary problems.
After Amazon failed to support the customer, I closed the return on my side and asked the customer to open it again. After he reopened it, he was finally able to print the label and return the order without any issue.
Amazon failed to help the customer and then gave me an ODR caused by their own mistake. I would like a moderator to explain how this makes any sense and why a seller is being punished for following the correct process.
Please review the case and remove this ODR. This issue was created by Amazon, not by me
@Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon @TaylorR_Amazon
@Danny_Amazon @Kai_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Abella_Amazon @Ange_Amazon @Sakura_Amazon__ @Sakura_Amazon_
