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.

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.

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?

These are most likely debits and credits where they say the parcel weight is over / under what you declared. The difference is that between what you declared and the tier that Evri say you should have been charged for.

The debits / credits can take a few months to come through i.e. we got ours for November / December 23 in February 24 - we had been shipping an item at 950g but it was actually 1100g

Getting help from amazon seller central agents is the WOST I have ever come across. Today for example, I have attempted to speak to an agent to help resolve an issue. Phone call one, the staff member keeps telling me they are looking into it, after 5 mins puts me on hold and then disappears.

2nd phone call, the agent picks up the phone but does not answer.

This is just one example of a long list of phone calls. In almost every time I have reached out on the phone, the following happens:

1. They answer and attempt to look into the issue, placing me on hold and never to return.

2. The answer and after having a conversation, they cut the line. They then send a template message with an apology the line got disconnected.

3. I have to ring back several times and many times with no success.

4. None of the staff actually understand or are in most cases unable to solve the issues.

@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Seller_TSXM2A5nxWSuH - This is a huge inconvenience to running our business because simple issues get dragged out. Why is it that this is allowed to happen and there is no route to having issues like this handled by staff who maybe on senior level with no language barriers and make them aware of problems like this? I know this is an issue that is felt by a many many sellers. Please, we want to be able to resolve issues so we can run our business efficiently.

There are no avenues to escalating issues, because we are only able to converse with the above agents who actually do not seem to care about the support they are being paid to give.

Amazon expects sellers to be using the marketplace and following all policies, we get hit with so many issues but then we do not have the necessary communication line that works with us to resolve issues.

Please everyone, if you have experienced this, leave your comments in the hope there is some action taken to address this.

Yes there is something you can do as I have mentioned above. Take the buyer to small claims court. This has nothing to do with Amazon. You have a right to open a claim through a UK court if you feel the buyer has scammed you. This happens so often on the marketplace.

There is a high success rate if you go through a small claims court. Especially if you have all the evidence pointing to the buyer scamming you. They do not want a CCJ on them at the end of the day and they will fold quicker than a deck chair! Again as I have mentioned they will come with their tail between their legs & apologize for the so called "mix up".

Hi @Seller_z3k8APxGfbQEK@Seller_DNQGSsdC7DccM,

Piggybacking, we have the same issue for the past 2 Sundays.

We also noticed that both our SFP Page views went to 0% which never happened before.

We need resolution or advise as we are paying extra staff to come and dispatched orders on the weekend.

Mind the lost on sales and missing buy box opportunities.

@Seller_mIRnuhdx7l5sN

Can you please come back to me, its been now more than 7 days, hope you got a reply internally.

Thanks

Kubra

my orders that require an invoice do come through saying - invoice required