I am writing to share a critical issue regarding a systemic failure that has resulted in a financial loss and a hit to my account health, despite exhaustive efforts to resolve it through official channels.

The Issue:

A return request for ASIN B081NN1YL4 (Order 302-3776955-5927549) was incorrectly flagged by Amazon’s system as a "Hazmat Return". This prevented the automatic generation of a prepaid return label, stalling the return process for the customer.

The Timeline of Support Failures:

Initial Recognition:

Support confirmed on multiple occasions (e.g., Feb 25th and March 8th) that the item was not a dangerous good.

The Loop: For approximately 40 days, I engaged with multiple specialists (Case 12173927082). I was repeatedly told the issue was "resolved" or "reclassified," yet the Hazmat symbol remained on the customer’s interface.

Internal Investigations: Specialists admitted a discrepancy existed between the internal reclassification and the customer-facing returns interface.

Case Erasure: On March 23, 2026, the entire history of this case was marked as closed/resolved and vanished from the active log, despite the technical flag remaining active and the customer still being unable to return the item.

The Consequences:

Due to the system-imposed delay, the customer filed an A-to-Z Guarantee Claim. I appealed with full documentation, including the history of the 40-day technical dispute and Amazon’s own admissions of a system error.

The Result:

Amazon granted the claim in favor of the customer/Amazon, citing a failure to provide a return solution, completely ignoring that their own system prevented me from doing so and that Support failed to fix the technical glitch in over a month of communication.

Conclusion:

It is deeply concerning that a seller can follow every protocol, maintain constant communication with Support, and still be penalized for a confirmed technical error on Amazon's side. Has anyone else experienced this "Case Closing" behavior where history disappears, or successfully overturned an A-to-Z claim caused by a confirmed Hazmat system glitch?

It depends on the product category. Our sales have increased 40% in the last few weeks!

I suppose it depends how many orders you do. You can have an order cancellation rate of 2.5% which is 1 in 40 orders. It is a fairly generous cancellation rate.

I would cancel it if you stay below the 2.5%. Amazon won't get involved then and there is no risk to your account

The problem with this is that it all falls apart once you have to deal with Seller Support. I sell, among other things, incense packs which come in a box of 12 packs from the wholesaler. On the invoice it says 1 box (sometimes it adds 12 packs, but not very often). When I have to prove authenticity to seller support, they always reject the invoices, if I sold 40 packs they want to see 40 boxes, while 4 boxes would be 48 packs, more than enough. Sometimes I manage to convince them, but I have had violations that I haven't managed to clear yet. With authentic products and invoices. It's a lot of work and stress for a sole trader.

To be honest the price I charge for products it would have meant an increase in about 40-50p an item once you have taken RM price increases, Amazon Fee and VAT into account. Gong to 2nd Class is only just a little more expensive and is a no brainer.

I am aware it may result in a few more INR's but LL's have a delivery confirmation the same as RM48 so you can use this to fight them (assuming RM bother to scan the item on delivery!)

I doubt very much many sellers in my sector could afford to increase prices by 40/50p.