Confused. Buyer is trying to return a faulty Garmin Forerunner GPS sports watch but keeps getting the message ’item is non-returnable’. He’s not out of time/policy so he should be able to do a return request. He’s tried both through the app and using a browser but cannot do the return request no matter how much he tries. I cannot fathom why he should be presented with this message/error, I’ve had a buyer return for a fitness watch in the post and should in no way be classed as a non-returnable item. Any thoughts?

Hi everyone,

I need urgent help or advice regarding a serious issue affecting our Amazon UK store.

We fulfill all our orders using DHL, and we always upload valid tracking numbers on time. Despite this, Amazon is automatically approving customer refund requests — stating "missed estimated delivery date", even when the parcel has already been delivered, and tracking proves it.

Hundreds of units have already been refunded automatically without our knowledge, resulting in major financial loss. Customers are receiving the item and still getting a refund simply because the system fails to recognize the tracking number or because the delivery date is slightly off.

We’ve already contacted Seller Support and requested:

Manual control over all refunds

System fix to ensure DHL tracking is recognized

Prevention of auto-refunds unless the tracking is truly invalid

Has anyone else experienced this recently with DHL or other carriers?

How did you solve it? Is there any way to prevent auto-authorized returns like this

Any guidance or suggestions would be deeply appreciated.

Thanks in advance!

Currently dealing with another funny one who is threatening to go to the police unless I "REFUND NOW!!!!!!!!" his order. He claims it was not delivered, tracking shows it was. I know this is a very common scam on Amazon.

We are not meant to take this seriously are we?

Dispatch was on time. Delivery was on time (within Amazons time limits). Postage was the one the customer selected.

Why is it that there are so many errors in the Amazon catalogue that it is a joke, well, it would be a joke if it wasn't so serious, images in green the product is pink, 12 pack of an item when it is only one, so many different issues with incorrect listings and nobody will listen, seller support are powerless, the catalogue team don't talk to seller support and there is nobody else to appeal to, so the only option is to remove the listing or get a customer complaint for incorrect items and the listing remains for the World to see with serious errors.

Sellers could resolve this issue if only someone would listen, if a seller supplies images and 100% proof that a listing is incorrect, then why can it not be changed?

This issue with the catalogue is now at a level where it is making Amazon look completely incompetent and causing huge issues with returns and bad customer service.

When Amazon expect such high standards from sellers, why are there such poor standards in Amazon itself?

I’m honestly just tired of going in circles with this. @Seller_Huz6FT08OxHAR Could you please look into the feedback left for order 202-0291383-1000365?

The buyer used obscene language and insulted me, which clearly goes against Amazon’s feedback guidelines. I submitted a removal request through the proper tool, the case was closed within seconds, I tried again and got the same result but with no way to respond or appeal.

I then contacted Seller Support, but they told me only the Feedback Team can remove feedback, yet I’ve got no way to reach them now.

I’ve done everything I’m supposed to, but I feel completely stuck and honestly just worn down by it all.