A customer purchased a Ministry Of Sound CD but was disappointed with the DJ party style track mastering. She therefore left a negative feedback rather than a product review. I contacted the customer and offered her an alternative product which she loved. She then tried to remove the original negative feedback but has been completely unable to achieve it despite her spending over an hour on the phone to Amazon buyer customer support. She has also sent me a number of Amazon buyer-seller messages to say she wants to remove the feedback but needs help because she is not up with the technology.

After all of her efforts with buyer customer support, the result was an Amazon message sent by buyer support to me to say that I should remove the feedback? (See below)

"...Dear Amazon Seller, This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product: B0714H5FZH Order number: 205-6165475-6531550 Return requested: No

Reason for contact: cx wants the feedback to be removed , please get this done as soon as possible Please respond to this request within 48 hours. Thanks, Amazon Customer Service..."

I got in touch with Amazon Seller support and they contacted the feedback team but the answer coming back was that yes they can see that the buyer is trying to remove the feedback and has technical difficulties but unfortunately there is "nothing they can do".

Lets face it, the software options are difficult to handle, finding where to remove feedback is not easy to find even when you are experienced and the process of contacting support is being made ever more awkward.

This has been an unbelievable and disappointing experience for both buyer and seller surely Amazon can handle these situations better ?

So after a lot of back and forth I have finally gotten to the bottom of the problem.

Customer wanted a straw hat. My hats are made of simulated straw (and says so in description). So their actual complaint was bogus as they had not read the description correctly and the fact they used 'inauthentic' in their complaint caused so much aggravation. The customer was just a normal customer - they had no authority on the issue, were not brand holder or anything so for Amazon to give any credence to such a complaint in the first place was a bit ridiculous.

Nevertheless, Amazon wanted last 365 days invoices from my supplier. I got my supplier to send me copies of all invoices from May 2023. I would send invoices, Amazon would come back to say they could not verify supplier (they had made no attempt at even contacting supplier as I asked the supplier) so then Amazon wanted suppliers supplier invoices. I would explain there was no suppliers supplier as I bought directly from the manufacturer who designed and produced the hat. Then Amazon would ask for last 365 days invoices, I provided and whole sequence kept repeating.

Finally an Account Health Specialist I spoke to (for the third time on the issue) said that if I went to Manage Orders, and searched last 365 days for the ASIN that the number Amazon said I had sold was greater than the number of units I had bought on the invoices.

So I checked - the trouble was

1. As Amazon kept asking for invoices from last 365 days and that is what I provided - items sold May 2023 were actually bought in April 2023 - so these invoices were missing and this stock meant my total bought was higher than Amazon calculated just from looking at last 365 days. So I provided invoices from April 2023 to May 2024 instead

2. Looking at the sales Amazon said I had made I realised they were counting orders made - not sales. There were many refunds where customer had returned the hat and it had then gone back into stock and re-sold. So the number reported by Amazon was higher than actual sales.

Taking into account units bought in April 2023 and the returned/re-sold items and it proved I had bought more units than had actually sold.

When appealing , Amazon only allows files to be uploaded and has no box for additional information. So I created a Word document containing the above information with actual figures showing my calculations and finally Amazon have agreed I can continue selling the item.

So for a month now I have been tied up on the issue. And all because Amazon gave credence to 1 complaint out of 1000 from someone who had no authority on the issue - and because Amazon could not understand basics of having to buy in stock before it can be sold (hence they needed more than last 365 days invoices) and the fact they were counting orders made and not actual sales.

We have a customer bought 4 different cravats all shipped together as it was one order. Customer has opened a return for 3 cravats and has been provided 3 different return labels by Amazon at our cost. Surely customer should only receive one returns label for the order rather that 3?

We have seen a big increase in customers orders “for choice” and sending lots of items back via the free returns label as a result our returns rate on Amazon is three times higher than eBay.

Is there an office I can come to and get information about the verification delay? Does face-to-face communication speed up the process?

Seller_UVeFCZoAA4mkx

I wish we could agree as a seller community to share the Buy Box rather than trying to monopolize it

Unfortunately, that is illegal.

It is up to you what strategy you take and what margin is acceptable. You could move on to a different product, monitor the original product and come back to it later, continue to sell the product, whist trying to compete and making a negligible profit until the other seller (or you) goes bust or gives up on that product, or continue at a reasonable price, taking a small proportion of the Buy Box when the other sellers run out of stock, but making a profit on those sales.

Are you established in UK, or is your business just registered here, and you are a non-UK resident ? I see you are a Ltd. Co, so they will need proof of that.

Apart from that, I cannot help. I too went through this in Januarty, but as I am a UK resident and only sell in UK, I was eventually verified, but even then it took MANY repeated submission of forms and proofs etc.

Quote: "I have business seller account. But i not given or have any UTR number".

If you do not have a UTR then you have presumably not registered with HMRC as self-employed, sole trader ? If you had registered, then they would have sent your UTR in the post. It can easily be done online, but I wonder how you were able to open a business seller account without giving them your UTR ? - they need either that, or if Ltd. , CH documents. That is what Articles of Association are - if you are registered as a limited company with companies house (CH), so if you are a sole-trader, you cannot and will not have AoAs. As said earlier in the thread, they are needing your UTR to verify your business seller account.

Just a thought - when you say you have a business seller account, do you actually mean you have registered as 'Professional' ? - that is NOT the same as Business, it is simply the name of one of the selling plans available.

Also, another question - can I ask where you are located/resident. Are you in UK ?

Hi sellers,

My account was recently suspended, and after reviewing two emails from Amazon, I discovered that the issue was related to Amazon's Intellectual Property Policy. The second email specified that my account was deactivated in accordance with section 3 of Amazon's Business Solutions Agreement. The cause was the following listing:

ASIN: B0CRHW46LQ

Brand: JUJUTSU KAISEN

Link to the listing: https://www.amazon.fr/EZVALO-D%C3%A9tecteur-Mouvement-d%C3%89clairage-Rechargeable/dp/B0CRHW46LQ/ref=sr_1_fkmr0_1?crid=1XRBAPIHH5VK8&dib=eyJ2IjoiMSJ9.WBxCUIIEG8it-_24MMVCUnpUADlhebiWTAyp7LoWF5pGqMIdOyADt920UDgySf1xx4aoF8IHhF4MEQM5YmxPNEU0qSHyPR2cvQFl3ioXrkc.lwuPicxV2m_1ykaO85G94-9eSOQS3Ma3Iy3btvzOz2c&dib_tag=se&keywords=B0CRHW46LQ&qid=1717712363&sprefix=b0crhw46lq%2Caps%2C200&sr=8-1-fkmr0&th=1.

I submitted two appeals addressing this and providing clarification. One appeal was rejected, and I am currently awaiting the response to the second one. I believe my account was deactivated in error. The listing in question was placed in the buybox, which allows any seller to set their price on the existing listing. There were no restrictions or Intellectual Property issues associated with this listing at the time it was created, as far as I know.

I had been on the buybox listing for 3-4 months without any issues. I never received any contact from the original seller, and nothing happened until recently, which leads me to believe this was an error. If I had been violating any of Amazon's policies, it would have affected other similar listings I have with similar names and using brand names such as JUJUTSU KAISEN. Should I remove every listing related to that brand? (For those who don't know, it's the name of a Japanese anime.)

Has anyone else experienced a similar problem? If so, how did you resolve it?

Thank you for your assistance.

We've just noticed that all our returns after June the 1st are going to our registered office address and not the default return address we have set.

When I check the manage returns section all the return addresses on return orders changed after the 1st June but we haven't changed anything. When I check our default return address through settings it's the correct address. FBA returns still come back to the correct address, just our customer returns going to the wrong address.

Anyone know where else I can check or is anyone aware if this is a site wide issue?

33 days and counting to resolve an issue Amazon created, to which we have jumped through several fabricated hoops to resolve and to be met with the same old " I've logged a ticket", "I've escalated it" wait another 5 days for a response from a keyboard warrior who wont resolve the issue or give an indicator on how to resolve and they you start the merry go round all over again with the script reading "account health experts"

No one will call you back from the apparent " brain team" because they are likely to be be so socially awkward or contemplating if they are a tree or a cat this coming Wednesday at 3pm.