Business customer - Invoice by Amazon - Loss £420
CASE 11627617722
Last June a business customer bought 2 items and they were delivered on time. After a while the customer was refunded from amazon and I received the following email.
"We will ship the item (s) back to an Amazon Fulfilment Centre to process them as per our policy
If the returned item is in a sellable condition, we will return the item to your inventory and not reimburse you.
If the returned item is in an unsellable condition, we will determine who is responsible for the condition. If we accept responsibility for an unsellable return, we will reimburse you as per our policy. The item will not be added back to your inventory.
If the item is not returned to an Amazon fulfilment centre within 45 days of the refund, in most cases, we will charge the customer and reimburse you. Please note that our Selling Partner Support team will not have additional information until 45 days from the refund have passed.
For details on returned items, please refer to your Customer Returns Report
Amazon does not accept responsibility nor reimburse for returned items that are damaged by a customer, subject to recall, are defective or in violation of Amazon policies, or other similar reasons. We add these items to your unfulfillable inventory when they are returned.
You can view your account at any time by logging in to your seller account and going to your seller account information page.
Thank you for selling on Amazon."
I waited 2 months and on August I opened a case. The result? every week I receive a message from amazon, we are working on it, thank you for your patience bla bla bla!!!
Also, This order is not eligible for SAFE-T claim.
I am out of pocket £420. No money! No products!
Business customer - Invoice by Amazon - Loss £420
CASE 11627617722
Last June a business customer bought 2 items and they were delivered on time. After a while the customer was refunded from amazon and I received the following email.
"We will ship the item (s) back to an Amazon Fulfilment Centre to process them as per our policy
If the returned item is in a sellable condition, we will return the item to your inventory and not reimburse you.
If the returned item is in an unsellable condition, we will determine who is responsible for the condition. If we accept responsibility for an unsellable return, we will reimburse you as per our policy. The item will not be added back to your inventory.
If the item is not returned to an Amazon fulfilment centre within 45 days of the refund, in most cases, we will charge the customer and reimburse you. Please note that our Selling Partner Support team will not have additional information until 45 days from the refund have passed.
For details on returned items, please refer to your Customer Returns Report
Amazon does not accept responsibility nor reimburse for returned items that are damaged by a customer, subject to recall, are defective or in violation of Amazon policies, or other similar reasons. We add these items to your unfulfillable inventory when they are returned.
You can view your account at any time by logging in to your seller account and going to your seller account information page.
Thank you for selling on Amazon."
I waited 2 months and on August I opened a case. The result? every week I receive a message from amazon, we are working on it, thank you for your patience bla bla bla!!!
Also, This order is not eligible for SAFE-T claim.
I am out of pocket £420. No money! No products!
0 replies
Seller_0XWc3TbYeT9US
I have one of these (case ID 11082356932) since the end of April 2025; interesting to hear it wasn't just us. Been getting emails from various people for months, on the latest two it said:
"Our senior leadership team is now directly involved in reviewing why these refunds were processed without your authorisation and why there has been such a significant delay in resolving this matter. We are treating this with the highest priority to ensure you receive both answers and appropriate reimbursement for the affected orders."
Don't believe it for one second, no indication that anything is being done. Taking it to small claims court soon.
Seller_YcVj3IObF7ZOZ
All I can recommend is taking Amazon to the Small Claims Court ,ask them for the address of their Legal Dept in London , others have been successful on here . Refer to the case you have already opened and dont be put off by Cut and Paste replies !
Seller_0XWc3TbYeT9US
Just got the following update on my case;
Hello from Amazon Selling Partner Support,
I understand your concern regarding the unauthorised refunds issued on your orders.
I want to provide you with an important update on your case. We have received confirmation from our senior leadership team regarding the resolution process for your refund issue.
We are aware of the recurring issues impacting returnless refunds granted for Invoice by Amazon (IBA) orders where refunds were issued to customers without items being returned to you. Our team is actively working to address the root cause and establish a process to reimburse affected sellers like yourself.
The reimbursement process requires approval from multiple senior leaders and compliance with tax requirements. We have committed to reimbursing sellers after evaluating details on a case-by-case basis. Once we establish the goodwill reimbursement process, we will begin processing reimbursements for affected orders.
We will provide you with our next substantive update by 23 January 2026. Your case will remain open and under active review until this matter is fully resolved.
We sincerely apologise for the extended delay in resolving this issue and genuinely appreciate your patience as we work through the compliance requirements necessary to process your reimbursement.
Thank you for selling with Amazon.
Stephen H
Amazon.co.uk Seller Support
Christine_Amazon
Hi @Seller_PiFbM64vDuwt3
I was checking, and I do see that case ID 11627617722 is currently under investigation.
In this case we do recommend you allow the team in charge to finish their investigation, and if the issue persists, let us know.
Christine.
