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False Recall, Mass Refunds, and Brand Damage — Amazon’s Error Is Costing Sellers Thousands
Hi Amazon Team, Moderators, and Fellow Sellers,
We are Photographic Solutions, the brand owner and manufacturer of PEC*PADs — professional-grade, non-abrasive cleaning wipes used worldwide for cleaning camera sensors, lenses, negatives, and other delicate photographic surfaces.
We are posting here publicly in hopes that someone at Amazon will finally recognize the severity of the ongoing issue affecting our brand and multiple authorized sellers.
🔴 What Happened
On March 7, 2025, Amazon mistakenly flagged PEC*PADs as "Solar Eclipse Glasses." As you can imagine, this is completely incorrect. PEC*PADs are not eyewear, not intended for solar viewing, and pose no safety risk whatsoever.
We immediately submitted an appeal, and on that same day, Amazon confirmed the classification was wrong, the violation was removed, and the listing was reinstated.
However, despite the appeal being accepted and resolved:
⚠️ What Is Still Happening
- Amazon has automatically refunded thousands of FBA orders for this ASIN (B0001M6K24) across Amazon UK and EU.
- To date, our sellers have lost over £30,000, and we believe that figure could be double once the full impact is known.
- Amazon also sent thousands of “product recall” emails to customers falsely stating the item was recalled for being unsafe for viewing a solar eclipse — which is completely false and has severely damaged our brand reputation and our sellers’ businesses.
- Seller Support has been unresponsive, closing cases, or sending copy-paste replies that don’t address the issue.
- One of our UK sellers is now facing possible bankruptcy due to over £20,000 in deductions, despite having a spotless account health record.
✅ Key Facts
- PEC*PADs are NOT solar viewing products — they’re cleaning wipes.
- There is NO product recall.
- We are the brand owner and manufacturer, and no safety concern has ever been issued by us or any authority.
- The problem stems from a mistaken internal classification by Amazon.
🙏 What We’re Asking
We are urging Amazon to:
- Immediately stop refunding orders for this ASIN.
- Remove the false “safety recall” messaging sent to customers.
- Reimburse sellers who have been impacted by this error.
- Assign this case to someone in Escalations or Executive Support who can properly address brand-level misclassifications like this one.
We are happy to provide all supporting documentation, including the appeal approval, product images, and case IDs.
Please help us resolve this serious issue that has gone far beyond a simple listing error. Multiple businesses are being harmed, and a brand with decades of trusted reputation is at risk due to an automated mistake.
36 replies
Seller_uPYdTETzFSdIa
This is an absolute disgrace and is a perfect example of how Amazon’s automated systems and useless seller support are destroying hardworking businesses and the reputation of many longstanding brand owners.
My business has lost thousands of pounds so far due to this error and I’m now on the verge of bankruptcy after 20+ years in business.
What else am I supposed to do? I’ve tried my hardest to get some sort of sense out of seller support. I’ve tried phone , chats, emails. Nobody is interested in solving the problem. They just want to copy and paste irrelevant responses so that the next support agent can deal with it.
Please can any of the forum mods at least take a look at this?
@Ezra_Amazon@Julia_Amazon@Julia_Amzn
Seller_5jfBYxoSK5qyH
We are the french seller of this product used by photographers and 3D printer for cleaning their lenses and print heads and have in vain tried to get this issue fixed since March 19th without any real answers.
We have triedo ur hardest to get some sort of sense out of seller support. I’ve tried phone , chats, emails. Nobody is interested in solving the problem. They just want to copy and paste irrelevant responses so that the next support agent can deal with it.
And they steal our money by charging our credit card especially stating if there is not enough on the account they will continue to charge us illegaly stealing our money.
Please can any of the forum mods at least take a look at this?
Julia_Amzn
Hello @Seller_7tljpAGnkofk4,
Thank you for addressing this. Can you share case ID you have submitted with the Seller Support?
@Seller_uPYdTETzFSdIa@Seller_5jfBYxoSK5qyH, thank you for your call outs. Did you reach out to Seller Support?
Kind regards, Julia.
Julia_Amzn
Dear Sellers,
I have an update: I can confirm that our teams are aware of this issue and are working to resolve it. Sellers who are affected will receive communication within 5 business days.
Please keep me informed once you receive communication.
Best, Julia.
Julia_Amzn
Hello Sellers, could you please share the status of your refund process?
@Seller_7tljpAGnkofk4, thank you for sharing updates. I have removed screenshots which include personal data.
Thank you!
Julia_Amzn
Hello Sellers, I want to confirm that the reimbursement process has not yet been completed. This means that those of you who are still awaiting reimbursement will receive it within 2 business days.
Best regards, Julia.
Seller_5jfBYxoSK5qyH
Now it is 2 days? When can we expect some action
Seller_uPYdTETzFSdIa
Hi @Julia_Amzn
2 business days have passed and no further reimbursements have been forthcoming. I am still down by £3054.21.
@Seller_5jfBYxoSK5qyHhave received no reimbursements at all.
Julia_Amzn
Thank you for the update @Seller_uPYdTETzFSdIa.
@Seller_uPYdTETzFSdIa and @Seller_5jfBYxoSK5qyH, could you please share the latest Seller Support case IDs where you raised this issue?
Seller_uPYdTETzFSdIa
Hi @Julia_Amzn
Our latest case ID is: 10969502982
I have updated the case this afternoon with all the relevant details.
Seller_5jfBYxoSK5qyH
Believe this one should be the main case 10942340802
Seller_5jfBYxoSK5qyH
This is all we got yesterday - they should know all they need to know to give us tha money back now. Can you do something to speed up the process?
Amazon (cas 10942340802)
06 avr. 2025
18:53 UTC+2
Bonjour,
Merci pour votre patience. Nous sommes en train d’examiner votre problème avec l’aide de nos techniciens. Nous vous tiendrons informé dès que nous en saurons davantage.
Seller_5jfBYxoSK5qyH
HELP Please, this is not serious at all and we have not received anything at all
Seller_uPYdTETzFSdIa
Hi @Julia_Amzn
Please can we have an urgent update on this? Nothing has happened for a week now.
I am still owed £3054.21 from Amazon and @Seller_5jfBYxoSK5qyHhave not received any reimbursements at all.
There have been no updates on any of the support cases.
Seller_5jfBYxoSK5qyH
Hi @Julia_Amzn
Please update us urgently.
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