Refund Abuse via MFN Prime Orders, 8 Months, No Resolution, and Still Ongoing
We’ve waited over eight months since reporting this issue directly to Amazon, hoping for meaningful resolution. Unfortunately, not only has the issue not been resolved it's still ongoing, with zero indication of how Amazon will refund our historical losses, which are now significant.
Let us clearly explain how this refund fraud is working, so there is no ambiguity:
The Core Fraud Explained – Dropship Refund Abuse via SFP/MFN Prime:
1. Customer A places an order on an external platform eBay, OnBuy, TikTok, etc. for a product that is significantly underpriced compared to its Amazon listing.
2. The eBay/TikTok/OnBuy seller, instead of fulfilling the order from their own stock, places an order from our Amazon Prime MFN listing using Amazon.co.uk shipping it directly to Customer A’s address.
3. As sellers enrolled in MFN Prime, we receive the order like any other:
We pack and dispatch the item using Amazon-approved Prime carriers.
The delivery is successful, timely, intact, and supported by:
GPS delivery scan
Delivery image
Proof of weight/dimensions via Carrier
4. A few days later, the buyer (the eBay/TikTok seller, who actually ordered on Amazon) claims a refund via Amazon, citing a reason such as:
“Wrong item received”
“Not as described”
“Item defective”
These are reasons classified as the seller’s responsibility.
5. Amazon issues a full refund to the buyer, but because the product is marked as non-returnable, no return is required. The item is kept, and we get no compensation. There is zero evidence of what the actual issue was (although there clearly is not)
6. When we submit a SAFE-T claim, we receive this rejection message:
“The reason behind this decision is that the item is classified as non-returnable and the reason why the buyer requested a refund is considered the seller's responsibility.
Per our policy, items that are not returned because they are classified as non-returnable are not eligible for reimbursement, unless the reason for the returnless refund is the buyer's responsibility.”
7. Amazon asks us to check the refund reason via the “Manage Returns” page but these orders never show up there, and raising cases with Seller Support has produced zero resolution.
We’ve Tested This Ourselves:
We’ve found multiple external listings on eBay offering our product at suspiciously low prices. We placed a test order on eBay for our own product. The eBay seller ordered from our Amazon listing and we received the order in Seller Central as expected.
We fulfilled it correctly, as always, and expect that it will now be refunded in the same fraudulent way as the dozens of previous cases.
This is just one of many such orders we’ve proven with screenshots, evidence, and internal test purchases and all of this was provided to Amazon in February 2025 via escalation Case ID 10862983082 (and many more cases for the same issue).
This Is Not a One-Off It's Systematic Abuse:
• Some buyer accounts have placed 10, 20, even 30+ orders, all refunded, and still continue to place orders without being blocked.
• Delivery always confirmed. No POD issues. All evidence provided.
• Safe-T claims rejected in bulk, citing seller responsibility, without any actual investigation or buyer evidence.
• Total losses now exceed six figures, and are rising each month.
8 Months Later What’s the Plan?
We’ve raised this through:
• Selling Partner Support (dozens of cases, no resolution)
• Strategic Account Services
• Buyer Abuse Prevention team (who acknowledged the issue internally)
• Directly to Amazon leadership and Managing Director
The response to our escalation to senior leadership? We were simply referred back to the “Report Abuse” form in Seller Central.
This after 8 months of emails, Safe-T claims, phone calls, test orders, and ongoing fraud.
So we now ask here as well - as many others have:
• Why is this refund abuse still being allowed after 8 months of being reported in full detail?
• Why are Safe-T claims for non-returnable products with valid delivery proof still being rejected?
• Why are these abusive buyers still active?
• Why is there no system in place to flag or block dropship orders (e.g. unusual address formats like //, #, %, or repeat refund accounts)?
• Most importantly: When will Amazon reimburse sellers for the historical losses incurred due to these policy loopholes-even after knowing it?
We Urgently Request:
Reimbursement for historical fraudulent refunds.
Immediate action to block further abuse.
Transparency on how Safe-T claims are handled in such cases.
If other sellers are seeing similar abuse please speak up-which we know a lot of you have. This isn’t just our issue. The broader Amazon seller community deserves visibility and protection from such ongoing, well-documented fraud.
We remain hopeful this platform will finally give voice to the issue that has, so far, been acknowledged but ignored.
@Jona_Amazon@Ezra_Amazon@Julia_Amazon@Julia_Amzn@Spencer_Amazon@Roberto_Amazon@Simon_Amazon@Winston_Amazon
Refund Abuse via MFN Prime Orders, 8 Months, No Resolution, and Still Ongoing
We’ve waited over eight months since reporting this issue directly to Amazon, hoping for meaningful resolution. Unfortunately, not only has the issue not been resolved it's still ongoing, with zero indication of how Amazon will refund our historical losses, which are now significant.
Let us clearly explain how this refund fraud is working, so there is no ambiguity:
The Core Fraud Explained – Dropship Refund Abuse via SFP/MFN Prime:
1. Customer A places an order on an external platform eBay, OnBuy, TikTok, etc. for a product that is significantly underpriced compared to its Amazon listing.
2. The eBay/TikTok/OnBuy seller, instead of fulfilling the order from their own stock, places an order from our Amazon Prime MFN listing using Amazon.co.uk shipping it directly to Customer A’s address.
3. As sellers enrolled in MFN Prime, we receive the order like any other:
We pack and dispatch the item using Amazon-approved Prime carriers.
The delivery is successful, timely, intact, and supported by:
GPS delivery scan
Delivery image
Proof of weight/dimensions via Carrier
4. A few days later, the buyer (the eBay/TikTok seller, who actually ordered on Amazon) claims a refund via Amazon, citing a reason such as:
“Wrong item received”
“Not as described”
“Item defective”
These are reasons classified as the seller’s responsibility.
5. Amazon issues a full refund to the buyer, but because the product is marked as non-returnable, no return is required. The item is kept, and we get no compensation. There is zero evidence of what the actual issue was (although there clearly is not)
6. When we submit a SAFE-T claim, we receive this rejection message:
“The reason behind this decision is that the item is classified as non-returnable and the reason why the buyer requested a refund is considered the seller's responsibility.
Per our policy, items that are not returned because they are classified as non-returnable are not eligible for reimbursement, unless the reason for the returnless refund is the buyer's responsibility.”
7. Amazon asks us to check the refund reason via the “Manage Returns” page but these orders never show up there, and raising cases with Seller Support has produced zero resolution.
We’ve Tested This Ourselves:
We’ve found multiple external listings on eBay offering our product at suspiciously low prices. We placed a test order on eBay for our own product. The eBay seller ordered from our Amazon listing and we received the order in Seller Central as expected.
We fulfilled it correctly, as always, and expect that it will now be refunded in the same fraudulent way as the dozens of previous cases.
This is just one of many such orders we’ve proven with screenshots, evidence, and internal test purchases and all of this was provided to Amazon in February 2025 via escalation Case ID 10862983082 (and many more cases for the same issue).
This Is Not a One-Off It's Systematic Abuse:
• Some buyer accounts have placed 10, 20, even 30+ orders, all refunded, and still continue to place orders without being blocked.
• Delivery always confirmed. No POD issues. All evidence provided.
• Safe-T claims rejected in bulk, citing seller responsibility, without any actual investigation or buyer evidence.
• Total losses now exceed six figures, and are rising each month.
8 Months Later What’s the Plan?
We’ve raised this through:
• Selling Partner Support (dozens of cases, no resolution)
• Strategic Account Services
• Buyer Abuse Prevention team (who acknowledged the issue internally)
• Directly to Amazon leadership and Managing Director
The response to our escalation to senior leadership? We were simply referred back to the “Report Abuse” form in Seller Central.
This after 8 months of emails, Safe-T claims, phone calls, test orders, and ongoing fraud.
So we now ask here as well - as many others have:
• Why is this refund abuse still being allowed after 8 months of being reported in full detail?
• Why are Safe-T claims for non-returnable products with valid delivery proof still being rejected?
• Why are these abusive buyers still active?
• Why is there no system in place to flag or block dropship orders (e.g. unusual address formats like //, #, %, or repeat refund accounts)?
• Most importantly: When will Amazon reimburse sellers for the historical losses incurred due to these policy loopholes-even after knowing it?
We Urgently Request:
Reimbursement for historical fraudulent refunds.
Immediate action to block further abuse.
Transparency on how Safe-T claims are handled in such cases.
If other sellers are seeing similar abuse please speak up-which we know a lot of you have. This isn’t just our issue. The broader Amazon seller community deserves visibility and protection from such ongoing, well-documented fraud.
We remain hopeful this platform will finally give voice to the issue that has, so far, been acknowledged but ignored.
@Jona_Amazon@Ezra_Amazon@Julia_Amazon@Julia_Amzn@Spencer_Amazon@Roberto_Amazon@Simon_Amazon@Winston_Amazon
24 replies
Sunnie_Amazon
Hello, @Seller_Sqp7aJ8nhglPg,
I'm Sunnie from Amazon, and thank you for bringing this concerning situation to our attention.
Unfortunately, we continue to see increasingly sophisticated attempts to target our valued selling partners. We take these matters very seriously, as the security and well-being of our sellers is our top priority.
To ensure we have all the necessary information to address your concerns thoroughly, we kindly ask that you use the "Report Abuse" tool in Seller Central (help article). This will allow you to provide comprehensive details about the situation.
I want to assure you that we take these reports very seriously. While we must maintain confidentiality regarding the specifics of our investigations due to privacy policies, please know that we will conduct a thorough review and take appropriate action as needed.
We understand how challenging these situations can be for our valued sellers, and we're committed to maintaining a fair and trustworthy marketplace. Your report plays a crucial role in helping us achieve this goal.
Thank you for your patience and understanding throughout this process. We sincerely appreciate your contribution to our seller community and are here to support you. If you have any further questions or concerns, please don't hesitate to reach out.
Best regards,
Sunnie
Sunnie_Amazon
Hello, @Seller_Sqp7aJ8nhglPg,
I reviewed your orders, and these were placed by different buyers. To report the buyers, please continue to use the Report Abuse tool, and the team in charge will review your submissions.
- Sunnie
Seller_Sqp7aJ8nhglPg
Hi Sunnie,
Thank you for your response. However, it seems the details of my original post are not being fully understood.
We have already reported every single one of these fraudulent orders through the Report Abuse tool. We continue to report new orders as they come in, yet the fraud persists, and sellers like us are the ones bearing the loss.
The real issue here is not the reporting we are doing that. The issue is reimbursement.
We first raised this with Amazon over 8 months ago (though the fraud has been ongoing since 2024), and we are still waiting to be reimbursed for the historical orders that were denied by Safe-T. On top of that, Safe-T continues to deny reimbursement for new fraudulent orders, even when we provide valid proof of delivery (including GPS tracking and photo evidence).
As you mentioned, these orders come from different buyers, which shows the scale and persistence of this scam. Yet, Amazon continues to allow it, despite being aware of it for nearly a year.
So let me simplify the question:
When will sellers be reimbursed for
(1) the historical fraudulent orders already denied by Safe-T
(2) the ongoing fraudulent orders still being denied despite clear delivery evidence?
Right now, Amazon’s policy loopholes are enabling this fraud, and sellers are being unfairly penalized for it.
Sunnie_Amazon
Hello, @Seller_Sqp7aJ8nhglPg,
Here's a more friendly, caring, and professional version:
Our Safe-T team carefully evaluates each claim based on the information provided by our valued sellers like you. To give you the best chance of approval, we recommend including detailed explanations in any new claims you submit. While we unfortunately cannot refund claims that have been denied, we're here to help ensure your future claims have the best chance of success.
- Sunnie
Seller_Sqp7aJ8nhglPg
Thank you for your follow-up, Sunnie. I appreciate the polite tone, but unfortunately your response highlights the exact frustration many of us sellers are facing.
You state that denied Safe-T claims cannot be refunded, and that the best we can do is provide detailed explanations for future claims. This leaves us in an impossible situation:
• For the past 8 months, we have been reporting a systemic abuse pattern involving non-returnable items, returnless refunds, and external dropshippers using Amazon to fulfil their eBay/TikTok/OnBuy sales. We have not seen any change in 8 Months, so what is the assurance that the next minute a refund is issued by Amazon under same circumstances, and we put in a Safe T claims and that will not be denied!
• Amazon has been aware of the fraud, confirmed internally by teams we engaged through pilot programs and escalations.
• Yet while Amazon was “reviewing,” refunds continued to be issued automatically under seller-responsibility reasons, Safe-T claims were denied, and we as sellers absorbed six-figure losses.
• Now, we are told there is no way to reimburse those past refunds even though they were granted because of a loophole in Amazon’s own policy, not due to any seller fault. And still these refunds are being processed by Amazon, and Safe-T claims still denied!
This essentially means:
1. Amazon knew of the abuse.
2. Amazon allowed it to continue for months - and it still does
3. Sellers who flagged it early and provided evidence are still being penalised financially for refunds that should never have been granted.
At the same time, even looking forward, your reassurance that “future claims have the best chance of success” is not a solution. We are already seeing over 50% of Safe-T claims denied today, under identical circumstances where delivery proof is complete. There is no consistency, no transparency into refund reasons, and no accountability when Safe-T denies valid claims.
So my questions remain, and I believe many sellers would want clear answers to these:
• How will Amazon stop this refund abuse going forward?
• What action will be taken against repeat abusers who have placed dozens of orders, all refunded?
• Why is there no transparency into the actual refund reasons provided by buyers?
• Why are sellers expected to shoulder historic losses when Amazon’s own policy loophole enabled this fraud?
We do not expect generic links to forms or polite assurances that things are “taken seriously.” This fraud has been documented, escalated, and proven through test orders and repeated reports for almost a year. What sellers need now are concrete commitments: clear process changes, transparency, and a reimbursement plan for losses caused by this loophole.
Without that, this feels less like protection for sellers and more like abandonment of responsibility.
Seller_Sqp7aJ8nhglPg
Also your reply raises even more questions than it answers. Please also can you ensure that you reply to the questions asked.
You state that the Safe-T team “carefully evaluates each claim based on the information provided by sellers.” In our case, we already provide everything possible:
Delivery confirmation
GPS location proof
Delivery image
And yet, these claims are still denied with the generic response that the refund was under “seller responsibility.”
The fundamental problem is this:
We as sellers don’t even know what the buyer’s refund reason actually was.
Amazon tells us to check “Manage Returns,” but none of these orders appear there.
We are left completely in the dark.
So I must ask: what else, specifically, does Amazon expect us to provide to Safe-T that we are not already providing? If Amazon will not share the actual refund reason or evidence of the buyer’s claim, how can we possibly “improve our chances of approval”?
You also mention you are here to “ensure our future claims have the best chance of success.” How exactly can you do this? Sellers need clarity:
Should we provide certain formats of evidence?
Should we include detailed explanations of why each possible refund reason does not apply?
Should we highlight the broader abuse patterns (like repeat buyers placing dozens of orders, all refunded)?
We have already been doing this — with no consistency in outcomes. Some claims get approved, others get denied, under identical circumstances.
And yet, there is still no acknowledgement of the wider abuse we and others have been reporting for months:
The exploitation of the returnless refund policy on non-returnable items
External dropshippers using Amazon to fulfil their eBay/TikTok sales
Abusers consistently using reasons that Amazon marks as “seller responsibility” even when the delivery is correct
So again: please tell us, in practical terms, what more sellers are supposed to submit to Safe-T if full delivery proof is still not enough.
Without clear guidance and transparency into refund reasons, this advice to “provide detailed explanations” feels meaningless.
Sellers need more than polite reassurances. We need Amazon to share what refund reason was used, what evidence buyers provided (if any), and what specific information Safe-T requires from us to protect against this fraud.
Otherwise, this cycle will continue, and sellers will remain powerless.
Sunnie_Amazon
Hello, @Seller_Sqp7aJ8nhglPg,
I sincerely apologize for any frustration this has caused. To help resolve this matter, please provide a list of your Order IDs and their corresponding Claim IDs, organized by buyer. This will allow me to assist you more effectively. For example:
Buyer: Tony
- Order ID 1
- Order ID 2
- Order ID 3
Once I get this information, I will be able to request an investigation and a second review for your claims.
- Sunnie
Seller_sKpu5qmUj2QiW
Hi, I’m so sorry to hear about your loss. We completely understand your frustration as we are facing the same issue. We’ve raised multiple cases with Amazon, but after 9 months the problem is still ongoing and there has been no real support from their side.
Just like you mentioned, fraudulent dropshippers are selling our products on eBay and other marketplaces at very low prices. We’ve lost around £100k in the past few months because of this, and Amazon still hasn’t taken any action.
What’s even more unfair is that all our competitors in the same category who use FBA have their products listed as returnable, while ours are not, simply because we sell via FBM. It feels like Amazon is penalizing us for being FBM sellers.
We have gathered proof of these fraudulent dropshippers and shared it with Amazon, as well as highlighted the unfair difference between FBA and FBM sellers regarding the returnless category. Despite this, nothing has been resolved. It’s extremely unfair and disappointing to see no support from Amazon on such a serious issue.
Seller_yUgesCqtizIN8
Hi there, we at Trusty Pet Supplies have been abused by this since the beginning of the year with hundreds of orders being refunded. They are exactly for the same reasons you have given.
We have reported the buyers and every week challenge the decision when they are denied, however after 180 days you can no longer comment.
I have had no support whatsoever and would very much appreciate if we could join together and fight this corrupt system together.
I have all of the ID'S on the Safe T claims. But maybe Sunnie could be helpful and look into a few of ours?
I will reply to Sunnie directly to see what he is going to do to help us
Seller_9vdWGWz8QH0uZ
Hello Taki,
We are in the same situation as you.
Safe-T claims are so time consuming and have no effect on anything as these scammers are just creating new accounts every time they get stopped.
Amazon have been no help, we have probably lost tens of thousands of pounds just in 2025, who knows how much since it started.
We have actually noticed some of the scammers are placing orders from different countries to UK addressed, there must be something Amazon can do about it.
Please let me know how we can get into contact with each other
Kind Regards
