A 'customer' purchased an item from me 4 weeks ago, worth £16.00 and then messaged me to say the item never arrived.

I asked them to wait due to xmas delays but they contacted Amazon and got a full refund.

They then ordered the exact same item again, but sent to a different address.

I was thinking about just cancelling the order and not risking it, but I sent it anyway. Shocker... INR claim, and full refund again!

£32.00 down the drain. I couldn't send the item tracked because there would be no margin.

I'm not expecting anything to happen, I simply put these things down to being the cost of selling on Amazon. But this one really annoyed me, and I need to vent to people who have had the same problems.

Is this reality? One day I was listing items from my regular suppliers, which I have listed for years, and other sellers do too. The next day I have no acceptable proof that these products belong to these manufacturers, so I cannot list products for 90% of my stock. I have GS1 screenshots, all info on the product, through photos, I have uploaded a product description and serial number from an official brochure and website. I am not selling anything illegal, greetings cards that many sellers sell also. All my previous EAN's are still in use and selling, but new items cannot be affiliated to the brand anymore. I feel that I shall wake up 1 day and it will all be a bad dream. Ref 10736808942, 10736222332, 10733846062. Please help!

Hi Ezra, tbh this year on Amazon has been a complete nightmare for me. My main gripe as always is DD+7 which is destroying my business. Example had to refund a large order yesterday because even though I have over £6000 in my Amazon account balance I was unable to pay the delivery fee and the customer requested that I refund their payment. According to Amazon this policy is to cover costs of claims but the sole reason for me receiving claims is because you’re stifling my cash flow through this policy causing items to be dispatched much later than necessary. So you’re causing the claims in the first place. Through these claims and feedbacks I see that my business is down 36% from last year. With DD+7 it’s like there is no reward for selling my products because even though I sell quite well on a daily basis I am never seeing any of the money I earn. I can see I have money in my balance on Amazon which then makes it even more frustrating as if I had the money from my sales I would easily be able to fulfil my orders and be able to restock and even pay myself a wage.

You have a process where the buyer can withdraw an A-Z claim however frequently buyer’s have closed claims but Amazon has then granted the claim again without the buyer opening the claim again (I know this because many times the buyer closes the claim on numerous occasions). When I spoke to seller support their answer was that the refund was already granted so the claim couldn’t be withdrawn, my question is why do you have a process to withdraw claims when according to you as well claims can’t be withdrawn?

You have a process for feedback removal that doesn’t work well and is extremely confusing for the customer, your feedback manager tool is not fit for purpose as well. This year on the forum the mods asked a question about how to improve feedback management, I gave a thorough and unbiased analysis of your entire feedback process (the mod even praised the contribution). In this analysis I identified first that many times the customer has attempted to communicate with the seller and not to leave feedback, to eliminate this I suggested feedback could not be left until 24 hours after a communication with the seller ie the feedback option is locked until after communication. This allows the seller to offer a resolution and not be held to ransom by buyers, it also allows Amazon to see the true intention of unscrupulous buyers. I also identified that the feedback removal help page is incorrect with a link leading to the open order page and the entire process of removing feedback is very confusing to the point where I have written my own help page for customers. Due to how complicated the process is many customers just stop trying to remove feedback even when they want to. I have had customers directly asking for Amazon to remove feedback but they refuse to do it.

The implementation of policy is also a disaster. At present I am receiving GPSR requests in my EU marketplaces for food products, food products do not fall under the scope of GPSR, yet on a daily basis I am receiving requests for documentation for GPSR for food products which are listed in the grocery category as food products. I initially started getting these requests a few months ago and was just deleting what I thought would just be a few listings but then after months of deleting you realise that actually you have deleted a lot of listings so I decided to ask Amazon why they where asking for the information. I showed them the most recent requests and they even identified the products as food products and said that the account health dashboard would adjust itself in 48 hours but over a week later it’s the same and I am still receiving requests for food products.

Seller support is also not fit for purpose. I contact them frequently unfortunately, often to complain about the above feedback and claim issues. I contacted them about the GPSR issue yesterday. In the initial phone call I explained that I was getting GPSR requests for food products, I obviously don’t get GPSR requests on the UK site however I had to explain this to the person on the phone, after around 1 hour he forwarded the issue to the internal team, I received an email response saying that the ASINs were active in my UK inventory with no requests. I then called again, after another 1 hour the matter was forwarded to an internal team, this time I was told to appeal the policy violations, only one problem internal team, there is no appeal option only an option to submit information! So then I called a third time, right from the start I said that the problem was affecting my EU marketplaces not the UK, after 41 minutes she then told me I would need to open a case in the marketplace where the problem was. I explained that the problem was in all the EU marketplaces and didn’t really want to contact all the markets for one problem. In the end I called the .fr support, the call was from the same number as the UK call centre so I asked if I had picked the France market option, he said it was the UK market. I looked on my communication and it was for France so basically he didn’t even know which marketplace he was dealing with. I didn’t want to risk further incompetence so I requested another call. This whole process should have taken 1 hour maximum but instead it has dragged on for over 5 hours. The original contact was made over 1 week earlier with no resolution and the same generic response. In yesterdays calls I had to explain to someone in the UK call centre what Brexit was, I had to explain what .fr .es .pl .de etc meant and I had to explain that food didn’t require GPSR documents. I had one guy who clearly didn’t understand what I was talking about but when I asked him if he knew what I meant he kept saying yes but I knew he didn’t understand so I asked him to explain the issue, he couldn’t. This is just one case, any time there’s any issue I have to go through this incompetent farce.

Amazon say they’re our selling partner and here to help but the reality is Amazon don’t care one jot for their sellers as long as they get their payments, hence I am working on an exit strategy to free myself from the nightmare of selling products on this platform.

I have had an A-Z on 204-4680612-1853125

92 days after the order was placed the buyer claimed non delivery. The buyer did not contact as about this order prior to raising the A-Z.

Amazon policy https://sellercentral.amazon.co.uk/help/hub/reference/G27951 states

Customers must first contact you and give you an opportunity to resolve their issue, except in certain situations identified below in the “Instant customer refunds” section. Customers are not otherwise eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first.

Appeal has been denied.

The order was sent fully tracked and delivery was within the delivery time window.

The buyer did contact us about another order on the same day which we refunded voluntarily about 2 months ago as there was no tracking to confirm receipt.

The A-Z should have been denied as there was no prior contact as per the policy.

This issue with a buyer being able to raise an A-Z when a message has been sent about another order has been happening for years. This buyer has another order placed 2 weeks ago so I am assuming he can raise another A-Z for that as well now!

Could a Mod possibly look at this @Seller_XUNeUuvrQDpgP@Seller_ZyGdB49sb7An4@Seller_j9Bd91CW3ZVpr@Seller_z3k8APxGfbQEK@Seller_Huz6FT08OxHAR