@Seller_nt9X7GoCkqXGB

In Case 17917154261, the compliance team replies:

We received your submission and we have started the process of reinstating the product detail page for the following ASINs: XXXXXXXX

However, after 3 business days, it is still inactive and not been reinstated yet. Could you check with amazon catalog team or compliance team?

The review team has approved to reinstate but it still fails

Hi @Seller_8hQgfj6OVZYse

I got a 1 star review a few months ago. I have ever asked for help, but did not get a helpful answer.

Could you help me address it please?

The story is that a buyer sent a message to me requesting refund without return the product, or he/she will leave a 1 star review both on my listing and seller profile. I tried to understand the problem and offer help, but the buyer didnt show the detail, and persist in requesting a refound without return. I refused this requirement, and suggested he follow Amazon rule return the product then he/she will get the refound. At last the buyer left the 1 star review.

The vedio of review is not showing the problem, but vicious. The words of the review most about the product, and the part of service is untrue.

Asin: B0CZ13VWDF

Order: 112-7395815-1510609

Case: 15411538091/ 15461394061/ 15422009791

Any more informations need please let me know, thanks!

Kind regard!

but I don’t fully understand why.

One common reason, I think, is that buyers aren’t leaving reviews.

I also ran a $100 automatic PPC campaign, but only got 4 orders — which feels low.

I'm offering Alibaba-level prices with high-quality products, because we are the actual manufacturer.

Can anyone please help me understand what might be going wrong or how I can improve?

amazon refunded one of the orders from my account, it was a 10k gold pendant, almost a $500 sale. Customer used a refund reason saying "He didnt receive it", the tracking says delivered, I did file a T-Safe claim but it got denied twice because that order was a late delivery risk. It was a next day delivery order, the customer paid for next day delivery and I purchased a next day delivery service from UPS, which at the portal was the best and only option available for me to buy. I had no other option to purchase anything better than that. Now customer has the item, I lost the item and the sale both.

The customer did get the order late by 1 day but i had no other choice to buy the best shipping, i bought the best possible shipping from the amazon portal itself, that does not mean the customer gets to keep the item and lie about he didnt receive it.

I tried opening the case and did a chat but they didn't help me, they kept saying it was not claims protected, but in my shoes i had no other option. I would deeply appreciate your help in this matter. My sales have been slow and this would really hurt me.

Amazon is miscalculating FBA reimbursements. They don't understand their own new policy.

https://sellercentral.amazon.com/help/hub/reference/G200213130

The policy has a Pre-Order valuation, which is the Sourcing Cost.

Then they have a Post-Order valuation, which is your normal sales proceeds (selling price minus standard fees). For Customer Damaged, they reduce this amount, typically by 50%.

However, two recent cases of mine for Customer Damaged returns, they used the wrong calculation, and only gave me 50% of Pre-Order Sourcing-Cost instead of 50% of the Post-Order value.

By definition, a Customer Damaged unit is a Post-Order item. But their system seems broken, and uses the wrong value, and their agents are still unfamiliar with the policy changes.

For the first case (17631693171), the agent finally acknowledged the mistake, and fixed the reimbursement.

For the second case (17638337871), the phone support agent acknowledged the issue, but the "internal team" did not, so they keep rejecting it.

AMAZON, please fix this! It is likely affecting many other sellers (if not all).