Amazon have denied my case.

Simply put - Sold a "Used - Very Good" product. Buyer left feedback:

"I ordered new product, they sent completely very old product. They are not trustable, please think before to buy"

This is completely false. The price difference should be obvious enough but we get many returns with this reason. I can deal with the returns but Amazon should AT LEAST remove negative feedback for an obvious buyer mistake. Is there anyway to sort this out?

Amazon classes our product as non returnable (may be fair enough, as a food item, but goes out with 5 months shelf life minimum).

Product isn't allowed to be FBA as classed as a prohibited item

I NEVER get A to Z claim, I just get told when Amazon are refunding someone. I get it when it's someone panicking about a delivery missing, but I just had one refund that was bought mid November, and it's now 1 hour from March!

My SAFE - T claims are always rejected, mostly because I refuse to buy shipping through amazon.... even if they grant a refund 90 days over their '30 day policy'

I also can't claim anything for bad deliveries from courier because the orders are 'over 1 litre of liquids'.

Is there anything I'm doing wrong with amazon? Basically a customer has carte blanche of not sending back, not giving me any answers and amazon always giving them a refund without any involvement from me! It just seems so wrong!

Any help much appreciated. I know the courier one can be fixed by changing to one with liquids, but it's just too expensive.

We again encountered a problem with the Automated Feedback Removal Manager.

The buyer's feedback in its entirety, : item was posted on time with tracking details and buyer misused the feedback power by leaving us a negative feedback asking for a full refund and mentioned in the feedback if we proceed the refund they will make a good review after.

refund was proceeded as demanded as we do value our customer and we inform a customer many times that your refund has been proceed as demanded plz change your feedback as it was promised but no reply since.

we raised the case with feedback removal team as we have all the evidence as customer clearly mentioned that he will change the feedback after refund we have massages on amazon with customer as we tired to chased up but no reply on purpose as customer misused the feedback power which against amazon policy to get the money back and It should have been very clear to the "Feedback Removal Manager" that the feedback should be removed.

But they rejected my request to appeal in a matter of seconds!

This is clearly a issue as others have had same issue

And there was no way for me to reopen the case can any of the moderators help?

feedback date 19/02/2025 1

order id 202-8760862-7762719

Case ID 10836562152

i am new seller working very hard to provide best service but if customer gonna abuse feedback power just to get money back on purpose even after we have all the evidence even after

if there is no proper help from amazon the what seller can do i have all the evidence i hope amazon can help me out

Moderators - Please could any one of you kindly assist to escalate this case for further review? Thank you @Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_Huz6FT08OxHAR

@Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH

I know it against policies to ask for personel info from buyers but what if we have to send a vedio to buyer. So can we ask for buyer whatsapp number so we can send them assembly vedio for the item they purchased from us.

We’ve been experiencing a surge in unjustified refunds from Amazon to customers, as well as repeated SAFE-T claim rejections for situations that seem clearly invalid. Below are two examples of what seems like unacceptable decisions, especially given the amounts involved:

1-Prime Orders & DPD Late Delivery;

We routinely ship Prime orders on Sundays using Buy Shipping DPD, but one Sunday DPD failed to show up despite our best efforts (including multiple phone calls). They later wrote and accepted their fault.

One parcel in these , worth £320, was delivered a day late as a result, and all tracking evidence was perfect. The customer claimed non-receipt three days later and was refunded in full.

We raised a SAFE-T claim based on solid delivery evidence, but it was rejected due to the one-day delay although, customer claim was for none receipt. Despite two appeals, they stand by their decision.

Additionally, we can’t claim compensation from DPD as they provided proof of delivery.

2- Amazon EU SRL Orders & Unrecognised Order IDs;

A year and a half ago, we shipped multiple Prime orders from Amazon EU SRL with correct end customer delivery details and delivered promptly. However, we began receiving refunds to customers, but the order IDs didn’t match any records in our system.

After extensive communication, it became clear that these were Amazon’s own orders to customers, but the system still wouldn’t recognise the IDs.

SAFE-T claims were automatically rejected as system can't recognise, and the issue remains unresolved even after over a year and hundreds of pounds involved.

Has anyone else faced similar issues? Any suggestions on how to escalate or get help from the mods?