Hello fellow sellers,

I need your help and advice on a serious issue we have been facing. Order ID: 204-8778549-3360302

A customer purchased a specific pair of shoes from us. We fulfilled the order correctly, and our internal records, pick list, and dispatch footage confirm this.

However, the buyer raised a return claim saying "wrong item sent" and returned a completely different pair of shoes, not even a model we sell. The returned pair was used and dirty. Despite submitting full evidence (photos, product catalogue, stock sheet, and return inspection report), Amazon refunded the buyer from our account.

We have submitted 16 appeals through the normal channels and keep receiving the same copy-paste response:

“Although we understand your position, we stand by our decision.”

We have asked for an escalation or human review, but there is no way forward via the standard appeal workflow. This is a clear case of return fraud, and it seems there is no protection for sellers in this situation.

Has anyone managed to:

Escalate these cases beyond the automated system?

Get a proper review done by Executive Seller Relations?

Recover funds in similar fraud situations?

Any insights or proven escalation routes would be hugely appreciated. I am also interested in collaborating with other sellers who face similar situations to raise this as a systemic issue with Seller Performance or through FBA Feedback Loops.

@Seller_mIRnuhdx7l5sN@Seller_DNQGSsdC7DccM@Seller_Huz6FT08OxHAR

We have became aware of a growing trend from Amazon of their customer service reps just issuing refunds and not telling you, not explaining or qualifying this and not even remotely updating you.

Is anyone experincing this as well ?

The example I will give is an order yesterday, the customer opened a return request for the item, this was auto authorised, with a pre paid label issued.

Neither item from two orders has been returned, the customer stated they suspected that something had happened and maybe they had been sent to Amazons returns instead of us ? the tracking clearly shows that Royal Mail have not at all picked them up and the customer still has them.

Last night the customer emailed us to say they had contacted Amazon, it was all sorted and they had been refunded.

I checked my emails, nothing from Amazon reps at all, I checked my balance and they have refunded two orders from my balance and the customer still has both items.

The only email was a standard refund email, nothing about this at all, so it could have easily been missed if the customer had not emailed us.

First and foremost, I want to say this is not an isolated incident, there have been several random refunds with no return requests, no messages and no emails.

So are Amazon just handing out our money left right and centre with no checks and balances as that this is grossly unfair on sellers with no comeback, no right to know and you may not even know its happened to you !!!!!!

Come on Amazon kindly explain why your reps are doing this and not even bothering to tell us ? its appalling really, your reps should at least notify us so we can monitor them.

Does anyone know how to check every single return to see who authorised it ? as I see a small claim coming on

Im having an issue which can't be solved via Seller Support.

4 months ago I received a KYC email and promptly uploaded verification details, the next day no issues and the account was back up with full selling privileges.

Today I woke up and I had disbursements cancelled and i couldn't request disbursement. After speaking with seller central they said my account has been subject to a verification check and to check performance notifications. The only performance notifications from Amazon are regarding ID for a secondary user that we cannot get a suitable ID from (that amazon needs) until next month. Since, i have deleted the user just in case this is causing the issue.

After further investigation I have noticed that my driving licence expired yesterday, the one issued within amazon KYC back in February - my issue is, if this is the issue why don't i have a notification to upload the new ID document. I can't get through to anyone and i'm just being told to wait 10 days until KYC team get back to me, it's worrying how they've not sent me any communication regarding this. Unfortunately we have staff and bills to pay for -- Any help in terms of point of contact or help from the mods would be really appreciated.

ID 11217982122

@Seller_z3k8APxGfbQEK@Seller_mIRnuhdx7l5sN @Seller_XUNeUuvrQDpgP

I am trying everyday to update my business information and submit it for verification but every time it appears that it hasn’t been uploaded. I need help with this as seller support have not been able to offer me anything. Has anyone been in a similar situation and offer some guidance? I can’t work out how to get my account back active

Hey everyone,

Here’s the situation:

One of the UK accounts I manage recently went through a legitimate ownership change (due to a business restructuring), and I needed to update the business info accordingly. The issue is that Amazon deactivated my account, and I am unable to update anything. The country field in the Business Information section is greyed out and not editable. I can’t change it manually, and the edit option has now disappeared completely.

I tried:

• Opening multiple cases - no reply.
• Checking for the call-back option - not available.
• Writing to different support emails - no luck there either.

It feels like we’ve hit a wall. The system won’t let us update the data, and support just isn’t responding.