Hello fellow sellers,
I want to bring to your attention an unusual and frustrating incident that happened to me as a self-ship seller on Amazon.
A customer placed an order for multiple quantities of my product. Later, the customer contacted Amazon customer care and got a full refund without arranging a return or even informing me. As per Amazon’s policy for self-ship orders, the customer must return the product first, and only then should a refund be issued by the seller.
In this case, Amazon’s Customer Service (CS) team issued the refund without taking me into the loop, completely bypassing the standard process. This seems like a new kind of fraud being enabled due to process lapses.
Steps I Took to Resolve This:
Contacted Seller Support:
Initially, the lower-level executives didn’t understand my concern since such cases are rare.
I escalated the issue to a senior executive who assured me that the seller would be proactively reimbursed after 50 days as per Amazon’s policy. I have this whole conversation on Recording. where he Confirmed that i will definitely get reimbursed after 50 days.
The senior executive also shared the relevant policy reference: Amazon Policy Reference: https://sellercentral.amazon.in/help/hub/reference/G201723330
After 55 days passed with no reimbursement, I contacted seller support again.
Escalated Further:
Despite my attempts, the senior executives now seem to dodge my calls.
Connected with senior executive but he couldn't help (was giving non valid resolutions, wasted 60 mins here). so he promised to arrange a callback from a higher leadership team, got no call back from them either.
from last 15 days, i am trying to get resolutions from amazon support team, but they are trying to dodge this ticket. all of them give same invalid automated responses like safe-t claim or insurance. which is not applicable in my case.
Outcome So Far:
I have lost ₹26,000 due to this incident where I was not at fault. Amazon has not taken responsibility for this lapse, and I feel stuck. since we are also a customer of amazon, can we file a consumer court against amazon or file cyber crime case against the customer?
My Concerns:
Why did Amazon CS issue a refund without arranging a return for a self-ship order?
Why is seller support not addressing the issue or providing reimbursement as promised?
How can sellers protect themselves from such cases in the future?
To prevent further losses, I have now stopped allowing customers to order more than one quantity at a time, but this is not a sustainable solution.
I hope this post raises awareness among fellow sellers and pushes Amazon to fix these process lapses. If you’ve faced a similar situation or have suggestions, please share them below.
Looking forward to your input.
