I’m reaching out to find out who I can contact regarding the recent emails Amazon has sent to customers about a manufacturer recall on a power bank.

The recall was issued voluntarily by the manufacturer due to a few isolated cases in the USA. It appears Amazon has removed these products from its platform and sent emails to all customers who ordered them in the past five years.

Unfortunately, this has led to a lot of confusion. Many customers, some who no longer have the product are now contacting us for replacements. As a seller, we are not handling the recall. It is being dealt with directly by the manufacturer.

What’s also concerning is that the email does not clearly state that the recall only affects units produced before or during 2023. As a result, we’re receiving a high volume of messages from customers who recently purchased unaffected units. Some even claim their power bank caught fire but are unable to provide any evidence and asking for

This situation is becoming unmanageable, and we are trying to direct customers to the appropriate channels. Could you please advise which department sent out the original communication, or who we can speak to about updating the message content? Ideally, future emails should direct customers to the manufacturer’s website to process any recall claims. Sorry I cannot disclose brand name here, happy to give it to the seller support contact.

Thanks in advance for your help.

A couple of weeks ago Amazon set up the NEW Automated Handling Time system on my account. I didn't receive any emails about it and didn't find out about it until I saw in the left corner of my seller account that my late dispatch rate had increased. I immediately went in to check my shipping settings to find Amazon had set up the automated handling time to one day. For the last 5+ years I've been set to 2 days. I changed it back to 2 days.

I spoke to Account Health who explained what had happened and said to raise it with Seller Support (groan) who would remove the threat on my account.

I've now spent nearly a week receiving accusations from Amazon claiming that I had made the change to 1 day delivery, or I had allowed someone on my account to make the change. I've been threatened to have my inventory made inactive. I've emailed over and over again stating that the change was by Amazon and as soon as I saw it I changed it back. I am now receiving garbled messages from Amazon which make no sense at all, and now stating that I have to do a questionnaire about the late delivery or my account will be taken down.

Where do I go next? I will not be accused by Amazon of sending out late deliveries when it was Amazon that changed my shipping settings. Account Health agree and sent in a report but Seller Support don't bother to actually look at evidence or any of the screenshots I have sent them, its just copy and paste. I need someone at Amazon Seller Support to take some responsibility and look into my account - hopefully someone with an ounce of knowledge will finally actually step in.

Case : 11163124502

Today, I received a neutral feedback from a customer which reads:

"APPARENTLY THERE IS A PROBLEM WITH THE DELIVERY, CAN YOU ENLIGHTEN ME?"

The estimated delivery date for this order (ID: 204-8981519-6037168) is 4th June 2025 – and today is only 30th May 2025. The order is still well within the promised timeframe, and there are no issues from our side regarding dispatch or delivery.

Despite this, when I requested the removal of this feedback via Feedback Manager, the response I received was:

“We are unable to remove this feedback because it does not meet our guidelines for suppression.”

This is extremely frustrating. Either untrained staff or an unresponsive AI seems to be handling these requests, and it's draining us , mentally and emotionally. This kind of response feels like psychological bullying, and it must stop.

How can this feedback not qualify for removal when the item hasn't even reached its estimated delivery window?

Are buyers now allowed to leave negative or neutral feedback immediately after placing an order, and sellers are left powerless to dispute it?

What's the point of the Feedback Manager if it cannot apply basic logic to protect sellers who are actually doing everything right?

Amazon needs to urgently review how feedback suppression is handled , sellers deserve fair treatment, and the current system is not only broken but also demoralising.

@Seller_DNQGSsdC7DccM @Seller_mIRnuhdx7l5sN @Seller_Huz6FT08OxHAR @Seller_j9Bd91CW3ZVpr

Whats the consensus on the best way to go about this?

For context, i'll be away for a long weekend (Friday to Monday), resuming on Tuesday morning.

Is it better to set the holiday mode for the time period, or extend our handling times to compensate?

Thanks

As many other sellers are now reporting, we have 3 orders which have had A-Z Claim Approved from the customer claiming to have not received their orders - despite us having signed proof of delivery for all 3 orders. It is also going against our Order Defect Rate.

We sell furniture, so these are not inexpensive items which can just afford to give away for free.

We do not agree with Amazon's automated responses to our appeals and we have tried to ring Amazon as well with no luck.

For all 3 appeals, we have received the automated same result:

"We have debited the amount from your account and have counted the claim against your order defect rate.

Appeal decision - Upon further review, we have decided to uphold our original decision.

Further decision - Upon further review, we have decided to uphold our original decision.

Further decision - Upon further review, we have decided to uphold our original decision."

If anyone at Amazon could help investigate that would be very much appreciated:

Case ID's 11031955162, 11055892052, 11049737842, 11055891272