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

Hi,

I'm wondering if anyone can help or advise with this issue.

Basically we received a message from Amazon 6 weeks ago saying that HMRC had told them we were NETP (Non-Established for Tax Purposes in the UK). Amazon have put a hold on our payouts until this is resolved.

We agreed with this assessment and told Amazon that they can start collecting VAT for sales dating from 1st January 2025. We have been remitting VAT direct to HMRC on all sales since were were VAT registered in September 2012.

However, Amazon are insisting that they have to take the VAT liability calculation back to June 2021 and that we have to claim this VAT back from HMRC, then remit to Amazon, who will, in turn, remit to HMRC. It seems a very cumbersome way of doing things, but HMRC confirmed that this is the only way to do it, so it is what it is.

Our issue is that in order for us to reclaim this VAT, we need a quarterly breakdown from Amazon for each quarter's VAT amount to show how they got to the VAT liability figure they say we owe. Our accountant has asked us to get this breakdown, I asked Amazon last Thursday for this information and received a 'bounce back' style e-mail that says 'We have contacted our internal team for information regarding your issue', but it's been almost a week with no response.

Our balance in Amazon is now approaching 500,000 GBP and we are beginning to struggle to pay bills and order new stock. Account health call backs don't help at all as they don't understand the issue and I am not receiving any responses from the e-mail addresses I have been told to message. It's really frustrating.

Any help or advice?

Hoping we can get some help here, we’ve made many cases on SS but the majority are not understanding the situation and we are losing thousands per month which will only increase if this is not sorted soon. We are currently 6 months in regarding the issue without a resolution.

The issue:

Amazon automatically and suddenly after 1 years of selling decided to change the visibility of our Brand and ASINs (not sure how, maybe browse node?), which in turn has made our listing unsearchable for all organic keywords. (not indexed)

We are only currently searchable by Amazon ads / searching our ASIN directly / searching for long tail low volume phrases / searching our brand name. Everything else, we have completely lost rank for.

I have provided evidence of this attached to case ID: 11204681412, for our main high volume keywords our ASIN used to have around 2.5% share of the impressions (we were consistntly top 10 on the first page organically) but 6 months ago this has fallen to 0%. Since then our organic rank has disappeared completely with our ASIN not being able to be found on any of the pages for the same keywords (hence 0% asin impression share).

We can also tell we have lost rank because our sales have gone from 40+ per day to 1-2 (which the ads are contributing to, as these still seem to work)

I have also tried to manually do an upload file to try to change the browse nodes, but this has not worked. The browse nodes were fine for 1+ years and are still correctly asigned in the backend of my listing.

Seller support say the listing is active, the asins in question are not flagged as adult products and the search feature is working as it should before proceeding to send me listing optimisation articles all of which I have read.

I am running out of options, therefore decided to put out this post to see if an Amazon admin or anyone on the forum can help us solve this. We are generating no organic sales, and losing all our rank to competitors which we spent 1.5 years gaining.

Thanks for taking the time to read this!

Referring to the discussion https://sellercentral.amazon.co.uk/seller-forums/discussions/t/b211474c-6df1-4863-9e52-0b377e8c85d6

Someone from Amazon said they will look into my issue but the thread just got closed and I haven't heard from Amazon ever since, except that Amazon tries to Charge my card again and again for higher amounts each month.

What do I do?

Hi everyone,

I’m hoping someone can clarify this for me. I currently use Royal Mail 24 and Royal Mail 48 services to fulfill my Amazon orders. As you know, these aren’t fully tracked services, but they do provide delivery confirmation when the parcel is delivered (a barcode scan at delivery).

My question is — if I dispatch an order using Royal Mail 24/48 with delivery confirmation, and later a customer opens an A-Z Guarantee claim saying the item wasn’t received, how is this handled by Amazon’s system?

Since the decision process is largely automated (AI-based, not human-reviewed initially), and these services aren’t classed as ‘tracked’, would the AI still side with the customer even if I can provide the delivery confirmation scan?

Would appreciate hearing from other sellers who’ve been in this situation — or if there’s an official Amazon position on using services like Royal Mail 24/48 for fulfilling orders and how it affects A-Z claims.

Thanks in advance for any advice!