Dropshipper exploiting Amazon and stealing thousands of pounds
Over the last three months, we noticed an increase in refunds. We started to see a trend for 4 ASINs, where all orders were being refunded. We received no communication from the buyer, as they were going directly to Amazon.
I then started searching for these products on eBay and TikTok and saw them sold on the platforms for very low prices. I then placed orders with the two sellers and addressed to my home address. A few days later, the orders showed up on our seller central with my name and address. We shipped the order, and the delivery arrived the next day (Saturday). On Sunday, the order was showing as refunded. I rang Amazon on Monday, told them what I've done and asked why this order was refunded, as I've received the order in good condition and it's not missing. They said a refund was issued because the item was damaged.
The seller on eBay and TikTok has placed over 300 orders with us, and Amazon has refunded each order, resulting in losses for the business.
I was told to file a report via Seller Central, which I've done three times now, and get the same generic response back from Amazon.
Your Referral to Amazon.com - Investigation Complete
We received your report of suspicious buyer activity. Thank you for bringing this to our attention.
Complaint ID:
Order ID:
ASIN(s):
What did you investigate?
When we receive reports of unusual buyer behavior, we review each account to determine there are any violations of Amazon’s policies.
What was the outcome of the investigation?
We carefully reviewed your report and completed an investigation. We are unable to provide additional information about the outcome of the investigation.
Will my report have any impact on my performance?
No. Your report of the buyer and the outcome of our investigation will not affect your performance history.
What do I need to do?
No further action is required from you.
Thank you for selling in Amazon’s store.
This is an absolute joke on Amazon's part. We are getting no protection from them, and they are happy for sellers to lose out to ensure the customers are happy.
To all sellers on Amazon, keep an eye out for the refunds being issued, and has anyone been experiencing the same? I want compensation from Amazon as we cannot take these losses.
29 replies
Seller_tQCfsb3zoC4AP
there is a thief in my town who by his own admission gets between 30-50 thousand pounds of goods from Amazon each year for free he has been getting away with it for over a decade he takes orders from clubs and pubs mostly electronic goods he gets. He asks in a pub/club to go on to Amazon pick the goods that they want and he offers to get if for 50% less
He knows how to work the Amazon system if he buys from you the best you can hope for is to give him a 75% discount he know how much damage the az claim negative feedback and products reviews hurt so uses that as well to his adavantage
Seller_TufyJDtetbrlU
Seeing this kind of stuff really annoys me and just wants me to stay away from Amazon, how can the same buyer get 300 refunds without it flagging on the back system and amazon banning that account, surely 4/5 refunds to the same customer is enough, and there should be something in place where if that buyer tries to open different buyer accounts on the same IP then it gets flagged the same way a banned seller would trying to open new accounts, i mean theres always ways around it, but where's the protection here for us sellers here?
Amazon are just to blame imo if there doing nothing about the same buyer getting 300 refunds. Amazon do not care because they keep the fee's from every order, they probably encouraging the refunds.
One day something is going to hit Amazon hard and they'll be a major change (i hope)
Seller_s6wuVRrTVmN5m
Hi, I'm missing something here. If the orders were being refunded, shouldn't you be receiving the item back unless you opted for returnless refund? If you didn't choose returnless refund, then the customer should be returning the item back to you. And if the items returned are in bad condition or completely different items upon receipt, then you would be able to file a SAFE-T claim. We've filed several SAFE-T claims and everything was approved because we provided enough evidence. Hope this helps.
Seller_KRAP2khwPMpCU
I'm not sure if this will be a helpful comment here, however in your situation I would seriously consider contacting the police and/or news media. It is likely that this is an organised operation and at extent you describe must be worth their consideration?
If there is anything I can say with a great deal of confidence it is that Amazon will be no help. It's worth flagging this anyway, but don't count on anything being done.
It's infuriating and I have a great deal of sympathy for you.
Seller_5FDXsxtR9c2zC
Welcome to Amazon in the last few years, and this is why we are leaving after 26 years, Amazon treat scammers like some kind of gods and sellers like something they would scrape off your shoe
Ezra_Amazon
Hello @Seller_5N3oVP66stmfC,
For Amazon to properly investigate this, they need all affected orders in a single case - this helps them check the customer's account properly.
Opening separate cases for individual orders or just one ASIN usually doesn't work well with Seller Support for this type of issue.
Could you create a new case with Seller Support including all affected orders and share it with me?
Cheers, Ezra
Seller_xU4h6ZbAduf0O
@Ezra_Amazon
I think you are missing the point and the responses on this thread.
Amazon are actively encouraging theft and fraud on their 3rd party sellers and hiding behind policies that they have created to negate any response by the seller, OR they ignore their policies in order to fulfil customer satisfaction (at the expense of the seller)
Customers are bypassing the policy route of contacting the seller before A-Z, by going direct to Amazon CS to complain and Amazon CS auto grant refunds and gift the goods by claiming the goods are deemed as non-returnable.
Goods that are deliverable (every item sold in the Amazon catalogue) are deemed as non returnable by Amazon, against the sellers actual returns policy, and Amazon actively change nearly every good that customers complain directly to them... as NON-RETURNABLE.
Safe-T claims are denied because Amazon deem the item as non-returnable and therefore refund the customer/thief and gift them the goods without requiring ANY EVIDENCE from the customer to substantiate their claim.
I have an active Safe-T claim being denied as we speak where the customer simply phoned CS and said it was received damaged, Amazon refunded them, gifted them the goods and denied my claim saying it was deemed non returnable as seller responsibility.
I supplied in my appeal photo's of the delivery showing NO DAMAGE, evidence it would be impossible for the item inside the heavily packaged box to even get damaged because it was internally sealed requiring the customer to physically take the lid off to remove the internal seal before placing the cap back on to use.
Amazon required NO EVIDENCE from the customer/thief, no photograph, no return... NOTHING.
Amazon deny appeals without looking at the evidence supplied... just keep denying saying non-returnable.. buyer responsibility, yet give us NO SAY in that responsibility
Amazon ignore all emails to managing director without even a curtesy response other than email us in 2 days repeat cycle when they dont respond.
As a seller, we cannot make any claim against our courier for damage because they will only pay out a claim with PHYSICAL evidence supplied to them.... a photo of the damage and the packaging, but as non is supplied by the customer or Amazon, or any physical return of goods and packaging.... we cannot make a claim to the courier.
Amazon are making it easy for scammers to simply phone them and require no evidence of their claim before refunding and gifting goods they do not legally own.
If the item is deemed non-returnable, Amazon should at the very least have a duty of care to its sellers to be obtaining physical evidence from the customer to substantiate the claim rather than just blanket refunding and hiding behind an insane practice of refunding without evidence... blaming the seller without taking any responsibility for gathering evidence on behalf of the seller.
It is obvious that the original poster in this thread is being scammed by a bad actor and Amazon are complicit in this fraud by actively refunding the fraudster without asking for a single shred of evidence.... 300 times !!!!
This practise by Amazon is ruining people lives, livelihoods and mental health...... just for customer satisfaction.
Ezra_Amazon
Thank you for your detailed report on this issue @Seller_xU4h6ZbAduf0O, I've been actively working on similar cases reported by other sellers in multiple threads, including:
- Fraudulent eBay Dropshippers Opening A-Z's
- URGENT - Being scammed by a network of REFUND scammers far too often! How can I fight!? Amazon allowing fraud - REPORTED TO POLICE
- and Widespread Refund Fraud on Non-Returnable Items - A Growing Issue Affecting Sellers - eBay, OnBuy external dropshippers
As I've done with these cases, I've found that the key to facilitating effective action is providing the ID of all affected orders. This way, they can check the customer account.
While ASINs help identify affected products, Amazon have only been able to successfully resolve these issues when sellers provided the specific order IDs involved. This allows for proper tracking of the pattern and investigation of the connected accounts.
I understand your frustration, and we're taking this very seriously and working on implementing measures to address these concerns.
Best Regards, Ezra
Seller_xU4h6ZbAduf0O
@Ezra_Amazon
As i have outlined in several threads myself.
Amazon are facilitating these unnecessary refunds by bypassing all policy.
Regardless of the item being Prime or Non Prime, it should be the seller, and ONLY the seller to decide if the goods are returnable or not.
The ONLY question should be..... who pays for the return label.
A seller needs to get these goods back to be able to substantiate the claim, or to make a claim themselves against their courier, or to return the goods to supplier for refund from supplier if faulty.
Denying the seller this legal right under the Distance Selling Act to have their goods returned after customer refund is unethical and not within the scope of the law.
If Amazon insist on performing customer service on these goods, they should take full responsibility to reimburse the seller in every instance as they have denied the seller any recourse for claiming from their own supplier or courier.
Seller_btyIjp8yCZcnX
Afternoon Ezra,
Please see list of order number affected on my account. Growing by around 5-10 orders per day
205-4082761-1940361
026-2584301-3152364
026-2100692-0544329
203-7062394-4885925
203-1327098-0308321
202-9917234-1468318
026-7894924-1462715
206-7558718-1566746
026-8472810-0445932
206-0492067-3756358
206-9289460-7045958
205-7681761-1958768
205-4246879-5375559
206-6390913-4647538
026-2160822-6549948
026-1855662-1638756
205-3903220-6143524
205-9904272-6037905
205-8217714-6717929
206-2561219-3300314
205-4612672-7112347
202-9990481-4345923
203-2273475-1513963
026-8072032-8581956
203-5414032-5020310
202-0604413-7405967
203-4554472-0909111
203-1050261-1128346
203-8772148-0694724
205-8979695-4697956
204-8817514-6573120
203-3234696-7131543
203-6274596-0453925
203-5636803-6085128
204-7481871-7425954
206-0913613-9668353
206-3514430-4474758
203-0889296-5483517
206-0933208-5168357
205-4288189-2229902
204-6176987-6732325
203-6318015-8081956
026-8221725-5993969
205-0770054-2353940
203-0601043-4789949
205-9851609-1041905
026-6150792-1843542
202-9045105-7005910
203-4133337-3573143
206-0532440-4637168
026-0240002-6027572
206-3947178-0650701
202-9107533-7943520
204-6596196-5573934
026-4276487-8301910
203-0635580-9859515
206-3523887-7028304
203-0779882-7113905
202-0850538-0294739
202-0096695-5137910
205-7676488-4924359
206-7592073-5923514
205-0087804-5278711
206-8296034-1844315
026-9621036-4858706
206-7491639-3385109
202-6787508-0078726
202-4285301-3840332
026-7420854-1066745
205-1776419-0352366
026-0149961-2533937
204-2094639-6842750
204-2275150-7701165
205-4997257-3644309
202-5079978-6314728
205-4625991-7907520
202-2191925-5508321
026-3898373-4325939
202-9129676-8830730
202-1825086-4395519
026-8896626-5825938
206-1333279-1589946
202-9110076-1235514
026-8271191-7699567
206-4242392-0481104
202-4489796-5949148
206-5990395-8885936
203-1085386-5008315
205-3033713-2270742
026-3830411-4086718
205-3059585-2429121
202-6798042-6787509
203-7600231-4526743
203-4321483-7093150
205-3601978-6921110
205-7162571-8481154
202-9807324-1598766
202-8868128-0205152
205-4735964-4055548
204-3030600-1949147
206-1440650-9470713
026-5176993-4390746
203-2781635-6149131
026-5206659-0556331
205-1872264-7237119
206-1803663-0750753
204-6427775-2353142
205-8208162-6653943
203-5460532-7854739
206-2916853-2261143
202-8299044-6161155
203-4800511-1798762
202-8697026-3118709
202-6413725-8862765
204-1385941-7523560
202-2169789-9189934
202-8967068-2641945
202-5887110-4062718
202-8343950-7953918
026-8840716-3017166
206-5256877-3704317
206-4177741-3472330
204-1977325-4194755
206-3367175-0945903
026-6937450-2630710
204-6017031-9601961
205-1040397-5764322
204-3992032-1955530
202-4332204-0877137
204-3106010-0845904
026-9015480-6744343
026-3960102-8698766
204-9299156-9572328
204-1090042-7205928
205-5331384-5621901
203-9485000-9071516
204-9590238-4509966
206-5602614-3329900
205-3215602-6148355
202-6482388-6374710
204-2818318-4568356
203-7898964-2976350
203-9936504-0842764
204-2366270-6769965
026-5791968-8685153
206-6488541-0667503
206-2841279-3179538
203-0507273-2194754
205-2172062-6148302
202-6254619-5635505
202-5075143-5768344
203-5370382-6461158
203-0305302-9529134
205-0617253-6221114
204-3939825-0669967
026-3608441-6829938
026-8761488-6088325
204-6845238-3457948
204-8770635-9181102
026-8504013-5760314
202-1100854-1119505
026-0725481-7685138
026-3392133-0084341
205-3538686-8771506
204-6184327-2560361
204-2981241-9280320
026-8094177-9364336
026-3659292-5175569
026-7264268-4362703
206-8882069-1225900
203-2535448-8597904
204-2463079-9687526
204-2606999-6557168
205-7609112-8993102
204-9529968-5150733
203-2636055-2406718
202-5824035-6446723
202-1690201-1661903
206-5045959-0189907
202-7418441-8589112
206-7466285-0181156
203-8325991-8672355
202-5327587-3797159
203-7327494-8554754
204-9056425-4023532
204-4958834-0676333
205-4850339-4327506
206-6850363-5722760
206-0092175-0448363
205-4120784-5138732
205-1575337-8868362
204-5900551-1981126
205-8282138-8889926
202-8828721-7905129
202-8260457-2781945
202-9847300-2425954
202-4556190-6605934
205-3120084-1175517
026-2669671-9173110
202-1038682-9837944
026-7525986-1197945
202-6498781-3805130
203-6388526-0945128
203-7621510-0446732
203-6225713-3537119
205-5099826-9820318
206-1100877-9929960
202-3580564-7989138
203-1734677-5769138
205-1561741-6369961
204-6209544-3390719
204-4595153-5151534
203-8967440-5075507
205-8293964-0709129
206-5356681-4702709
203-6434785-2989124
205-9257688-9474700
206-1092173-9229152
206-4025057-9924331
205-0921519-8525109
205-3113139-0082752
205-9373534-7437952
205-1137933-3163553
202-5705757-4332343
205-8111323-8317941
204-4319964-4424319
204-0559967-6031516
206-9431491-4133963
026-4288526-6451517
204-4806683-4446745
204-8986651-1537951
026-0491356-4539528
204-6660961-9495545
204-2131148-3973954
204-1558674-1083515
205-3981054-5471509
203-3334750-7075531
202-8336413-9817965
204-2507070-3026719
206-9691721-8487557
206-8831319-9015521
205-9322312-8176341
204-9486317-8993163
206-8711513-1398730
206-8745093-5809161
202-5985828-0815520
203-5327632-7578725
203-0816346-2602701
026-3374646-3187530
205-9543961-4608336
202-2107893-4233146
026-4040123-2179530
206-6510434-5627554
206-4866887-6600312
204-4303161-5978730
026-7132986-7242713
203-6327796-6832358
203-1271851-8349941
026-5978250-5308348
026-0573477-9765168
203-8607781-9947509
026-4248563-9150722
026-9416664-6017906
203-3769675-5781903
205-4365261-8080359
205-1720875-4273157
205-0785199-2584360
204-9152380-3995561
026-7623104-6893133
203-6185299-7701123
Ezra_Amazon
Hello @Seller_btyIjp8yCZcnX,
Thanks for sharing the affected order IDs. Is this related to case ID 11039683252 that you're working on with the seller partner team?
I've passed along all your order details and case information to the team for investigation. I'll update you as soon as I hear back from them.
Best, Ezra
Seller_btyIjp8yCZcnX
Thank you, however the response we got to Case 11039683252 was we are unable to act on these reports
13 Sheba Cat food orders. Apparently 13 unique buyers however every single one of them decided to message a one line message stating their parcel did not arrive yet the tracking showing it was delivered. Not only that they all then decided to raise AtoZ claims within the same hour, what's the chances they these unique buyers think and act the same. Total refunds provided by Amazon = £300
On every AtoZ case Amazon provided me the following message
The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.
Orders number below
202-5794427-0314743
204-2638145-2802702
026-0492009-4001939
206-6211475-2816358
204-3547275-4759516
206-6208120-1897923
202-3356614-4283529
026-8893269-6852347
206-7161270-2807544
202-9581375-7781911
026-1160576-8225104
026-7037189-2871521
026-6045721-1215566
Ezra_Amazon
Hello @Seller_btyIjp8yCZcnX,
Sorry for the delayed reply. Thanks for sharing the additional orders and details. I've passed this information to our partner team.
Best regards, Ezra
Ezra_Amazon
Hi @Seller_5N3oVP66stmfC,
Checking the case ID: 11062788892, are you requesting investigation for order 204-0154519-132515? Please confirm so I can proceed.
Thanks, Ezra
Seller_gjL4HyTjeXHMc
Hi I am not sure how you are claiming that "Amazon have only been able to successfully resolve these issues when sellers provided the specific order IDs involved. This allows for proper tracking of the pattern and investigation of the connected accounts." whereas absolutely 0 efforts are mode to stop this and neither are us sellers being reimbursed for these fraudulent orders and refunds that Amazon is deliberately allowing to happen.
Months and months have gone by and absolutely 0 action has been taken to resolve this. We being the seller can easily figure out the source of this fraud [Moderator Edit: removed inappropriate] and if we are able to figure this I am not sure what is taking Amazon this long to stop this from happening.
In terms of sending orders and identifying patterns, we have on a daily, weekly basis sent all of thes orders and even after 6 months since having reported this there is 0, absolutely 0 action taken to stop this.
Is there anything you would like to add for this issue at all?
Seller_RAXEWLxQ2dbmN
Have you downloaded an order report for the affected orders specifying billing name and address (in addition to recipient name/address)?
As far as I know, the billing name/address cannot be easily spoofed.
The seller is using a different email address and has changed their name on the account. This then shows as a different buyer each times. On Seller Central, you can see your customers repeat orders but the drop shipper has found a way for the orders not to link.
Three orders have shown up as the same buyer all going to different names and addresses and all three were refunded.
Seller_5N3oVP66stmfC
The numbers are scary and ruining the business. I've added up all our refunds for the last three months
March over 5k
February over 4k
January over 4k
March 2024, our refunds were only £800
