Hi Kai,
Thank you for your reply and for reviewing my case 12670488262.
I understand Amazon's policy on restricted products. However, this product is strictly a novelty prop item designed for film, photography and entertainment use, with prominent disclaimers and physical modifications (single-sided, 25% larger size) to prevent any confusion with real currency.
I have attached additional clear evidence in my previous appeal. Could you please escalate this case for a second manual review by a senior specialist? I am willing to make any further modifications to the product or listing to fully comply with Amazon's requirements.
Thank you again for your help. I really appreciate any further assistance on Case 12670488262.
@Seller_sSkzzHms7Kxs6
@Seller_mIRnuhdx7l5sN
@Seller_hwwu0taY2D6Xs
Hello Amazon Seller Support Team and Community,
I am writing to respectfully request a manual review for my case 12670488262. My previous appeal was rejected, and I believe it may have been handled automatically without full review of the provided evidence.
Product Information:
This is a 200-piece UK Prop Money set (£5, £10, £20, £50) designed strictly as novelty prop notes for film, TV, photography, movie props, magic tricks, and entertainment use only. It is clearly marked as Not Legal Tender.
Key Compliance Details:
Printed on one side only (the reverse side is completely blank white paper).
Physical size is 25% larger than genuine Bank of England notes (ruler measurement photos attached).
Every note is prominently overprinted with "NOT REAL CURRENCY", "COPY", "MOTION PROPS USE ONLY" and other obvious disclaimers.
No security features that could be mistaken for real currency.
Fully compliant with official Bank of England reproduction guidelines.
Supporting documents attached to this case:
High-resolution photos with ruler showing size and single-sided printing
Close-up photos of all disclaimer texts
Similar prop money products are currently selling on Amazon.co.uk. My product follows the same compliant standards and is intended solely for legitimate entertainment and prop use.
I kindly request a human specialist to manually review Case 12670488262. I am fully committed to complying with all policies and am happy to make any additional changes if required.
Thank you for your time and assistance. I look forward to your help in resolving this matter.
Best regards
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Hi
have had 1494 adjustments and a charge of £1916.84 applied to my account for evri adjustments on 25/26 April. I can see the individual adjustmets for each order but dont know how to look at the carrier vs my postage option to see if there is a variance...does anybody know?
the adjustments are clearly wrong and cover pretty much every transaction for weeks on end through March. My weights and sizes are well within limits so I know the issue is not mine
TIA
john
I'm hoping other sellers may have come across this situation before, as I'm struggling to get a clear answer from Seller Support and would appreciate any advice from sellers who have experienced something similar.
Case: 12653924752, 12641008932
Timeline
* Buyer opened a return request.
* Return was auto-authorised.
* Amazon issued the prepaid return label.
* Tracking ID: QY484611464GB.
* Tracking shows "Package left the courier facility" on 25 April 2026.
* No further tracking events have occurred since then.
* The return has never been delivered to my return address.
* The return window has now expired.
* No returned item has been received.
Financial Impact
As part of Amazon's managed return process:
* The return postage has already been charged to my seller account.
* The order funds were placed into return hold status when the parcel entered the carrier network.
* Seller Support advised me not to issue a refund.
* The return workflow has never completed because the parcel has never been delivered back to me.
Therefore, this is not simply a missing parcel issue. There is an unresolved Amazon-managed return transaction and associated account impact.
Seller Support Responses
During chat support, Amazon confirmed that:
1. The return label is an Amazon-issued prepaid label.
2. The parcel entered the carrier network.
3. There has been no completed delivery to my return address.
Seller Support then advised me to:
* Contact the buyer.
* Contact Royal Mail directly.
* File a claim with the carrier.
* Do not process a refund.
This is where I am confused.
Why I Am Struggling With This Guidance
Because the return label was issued by Amazon:
* I did not purchase the label.
* I am not the contracting party with Royal Mail.
* Amazon controls the return workflow and tracking integration.
My understanding is that Royal Mail would normally only deal with the purchaser/account holder for the label, which in this case appears to be Amazon.
Additionally, Amazon has already confirmed that the parcel entered the carrier network, so I am not sure what useful information could be obtained from the buyer that Amazon's own tracking does not already show.
The advice not to process a refund is also confusing, as this return appears to be part of Amazon's automated return workflow and the funds have already been placed into return hold status.
Escalation Attempts
During my support interactions, I repeatedly requested that the case be escalated to a supervisor or to the team responsible for Amazon-managed return exceptions.
Unfortunately, those requests were not acted upon.
Instead, Seller Support continued to repeat the same guidance:
* Contact the buyer.
* Contact Royal Mail.
* File a carrier claim.
* Do not process a refund.
This occurred even after Amazon had already confirmed that:
* The return label was Amazon-issued.
* The parcel had entered the carrier network.
* The parcel had not been delivered to my return address.
As a result, I have been unable to obtain an answer to what I believe is the core question:
**What is Amazon's process when an Amazon-issued return label enters the carrier network but the return is never delivered back to the seller and the return period expires?**
Despite multiple requests, this question was never answered and the case was not escalated.
Questions for Other Sellers
Has anyone experienced a similar situation where:
* An Amazon-issued return label was used;
* The parcel entered the carrier network;
* The parcel never arrived back with the seller; and
* The return window expired?
If so:
* What was the eventual outcome?
* Did Amazon resolve it automatically?
* Were you advised to file a SAFE-T claim?
* Was there another process that had to be followed?
I would appreciate any advice from sellers who have dealt with this before.
Moderator Assistance Requested
If a moderator is able to review this, I would be grateful if this could be escalated to the appropriate team, as multiple requests for escalation through Seller Support were not actioned and the case remained in a loop of standard responses.
At present I have received conflicting guidance, including being advised to contact Royal Mail regarding an Amazon-issued return label and to file a carrier claim despite not being the purchaser of the label.
I would appreciate clarification of the correct Amazon process for handling an Amazon-managed return that enters the carrier network but is never delivered back to the seller.
Thank you for any help or guidance.
@Cooper_Amazon
@Manny_Amazon
@Topher_Amazon
@Sandy_Amazon
@Bryce_Amazon
@TaylorR_Amazon
@Joey_Amazon
@Kai_Amazon
Hello Sellers & @AmazonSupport
We’re hoping someone from the Amazon team can help review an ongoing Buy Box suppression issue affecting two of our ASINs:
• B0G4S4Q9W1
• B0G4S836KW
Both products are:
• Fulfilled by Amazon (FBA)
• Prime eligible
• In stock
• Maintaining strong account health and seller metrics
Despite this, both listings have lost the Buy Box and Amazon’s Choice badge due to apparent pricing concerns.
What makes this particularly confusing is that we ONLY sell these products on Amazon and on our website (for the same price). These products are not sold on any other marketplaces or channels at lower prices, so we do not understand why they appear to have been flagged by Amazon’s external pricing system. In addition, we have not changed our price since we started back in December 25 (all our competitors have higher price).
Support case ID:12655291002.
The impact has been substantial:
• Loss of Buy Box visibility
• Loss of Amazon’s Choice badge
• Significant reduction in conversion and sales – had literally NO SALE today so far, which is incredibly unusual.
Could someone from the Amazon team please investigate whether these ASINs may have been incorrectly flagged by the automated pricing / external price matching system?
Any assistance would be greatly appreciated.
@Seller_XUNeUuvrQDpgP @Seller_mIRnuhdx7l5sN @Seller_j9Bd91CW3ZVpr @Seller_lmwzklfLOK2Ob @Seller_YeWcEeTwlVO93@Seller_rX0LOsTSK2Zer
First of all, I would like to state that this order was dispatched on time and delivered 2 days earlier than the estimated delivery date.
The customer appears to have attempted to obtain a free exchange of the hoodie. When we refused this, the customer damaged our item and returned it back to us.
We have provided all evidence, including photos taken before dispatch, proof that the item was brand new, and the customer’s own damage photos. The photos supplied by the customer clearly show a hoodie that looks approximately 6 to 10 months old. However, after we made it clear that we had evidence, the customer returned our actual product back to us instead.
Anyone who properly reviews the full message history and evidence will clearly understand what happened and who is correct.
Because of the evidence, we refunded only 1% of the order value, as Amazon does not allow a 100% deduction in the return refund process. The customer then opened an A-to-z Guarantee claim. Unfortunately, as usual, the claim was granted without properly checking the evidence, and ODR was incorrectly applied to our account.
This is extremely frustrating. The A-to-z team must properly review seller evidence before making decisions that directly damage our business. Please recheck the full evidence, remove the incorrect ODR impact, and reverse this wrong decision.
25 Apr 2026 19:33
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:
Return requested: No
Reason for contact: Item have burnt hole in it so please issue refund without returning the item
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
25 Apr 2026 19:45
Hi Joshua,
Thank you for your message.
We’re sorry to hear about the issue reported.
To properly assess this, we kindly ask you to provide clear photos from multiple angles, including:
The outer packaging
The product itself
Close-up images of the reported damage (burnt area)
Any internal packaging
This helps us fully understand the situation and take appropriate action.
Please note, in line with our return policy, we do not offer returnless refunds. If the item is confirmed to be faulty or damaged, it will need to be returned to us for inspection before a refund can be processed.
Once we receive the requested photos, we will guide you through the next steps.
Kind regards
25 Apr 2026 19:55
There is a whole at the top the logos are coming off, it’s smells of fire and the white has dirt marks on it
25 Apr 2026 19:56
Please send me a good quality one
25 Apr 2026 19:57
It’s very selfish what you done with the ability since it’s a present, don’t try and scam me. You clearly send a 2nd hand one to me.
25 Apr 2026 20:19
Dear Joshua,
Thank you for the photos.
We are sorry to hear that you are unhappy with the condition of the item. However, we must be very clear that we do not send used or second-hand items. This item was purchased as new before dispatch, and we also hold the purchase invoice and dispatch evidence confirming this.
We understand your frustration, especially as you mentioned this was intended as a present, but please keep the communication respectful. We are a serious business and we will review this matter properly with Amazon using the photos you provided and our own evidence.
As explained, we do not offer returnless refunds or replacements without the item being returned first. Please return the item through the normal Amazon return process. Once the item is received back and inspected, we will process the refund or replacement according to Amazon policy and the condition of the returned item.
Kind regards
25 Apr 2026 21:05
Your quiet clearly not a professional bussiness sending used items out as new,
I’ll send it back and Amazon are also investigating. It’s a scam
25 Apr 2026 21:12
Hi Joshua,
Thank you for your message.
We would like to clearly state that we do not sell or dispatch second-hand items. All products we supply are brand new and sourced through verified channels. This is standard practice across Amazon, as any used or returned items would not be resold as new.
We understand your concerns, however we kindly ask that communication remains respectful while we work towards resolving this matter.
As previously advised, please proceed with the official return process. Once the item is received and inspected, we will take the appropriate action in line with Amazon policies.
Kind regards
25 Apr 2026 21:13
We have already opened a case with Amazon and provided our purchase invoice and full dispatch records for their review. We are fully cooperating with Amazon to ensure this matter is investigated properly.
25 Apr 2026 22:32
Yeah you can provide all that but the evidence still stands it was delivered today at 6pm and photos taken at 6:10pm to show the damage you ruined a birthday present with this second hand item
It will come back to you Monday
Thanks again for ruining someone’s day with this scam
25 Apr 2026 22:39
Hi Joshua,
You are purchasing through the Amazon platform, where you always have the option to return an item if you change your mind or are not satisfied with it.
No seller on this platform would send a second-hand item and expect a customer to accept it, as this would simply result in a return. It is not a logical or sustainable way to operate.
As mentioned before, we have an invoice confirming that your item was purchased as brand new. We do not open or inspect the internal contents of sealed products; we check the external labels and dispatch them directly to customers.
Therefore, the suggestion that we are intentionally sending used items is not correct or professional.
Please proceed with the return through Amazon, and once we receive the item, we will inspect it and resolve the matter accordingly.
Kind regards
3 May 2026 08:10
It was defiantly second hand don’t try and mug me off, the item was posted back yesterday.
Please return my money, my grandads friend Brian Olsavsky who’s the CFO is looking into it now
3 May 2026 08:23
Hi Joshua,
We acknowledge your message.
As previously explained, all items we dispatch are brand new and sourced through verified supply channels. We do not sell or dispatch second-hand products under any circumstances.
You have confirmed that the item has now been returned. Once the return is delivered to us, it will be inspected in line with Amazon’s return policy. After inspection, the appropriate outcome will be processed, whether that is a refund or otherwise, depending on the condition of the returned item.
At this stage, a refund cannot be issued before the item is physically received and checked.
We also ask that communication remains respectful. We are handling this matter in full compliance with Amazon policy and will continue to cooperate with any review.
Kind regards
6 May 2026 01:04
Hi Joshua,
We have now received and fully inspected the returned item.
We need to be very clear. The photos you sent before returning the item do not match the returned item we received.
In your original photos:
The item appears visibly used and worn
The print/pattern appears faded and aged
The hole appears larger and different in shape
The condition shown is not consistent with a brand-new item
The item returned to us is our product, but the damage is different from the photos you provided. The hole on the returned item is smaller and does not match the original damage shown in your photos.
This means the photos you originally provided were not a true representation of the item returned to us.
Also, your original claim was that the item had a “burnt hole.” We have inspected the returned item and there is no burn smell, no fire smell, no melting, and no evidence of heat damage. The damage is a tear, not a burn.
We have supplier invoice and dispatch evidence confirming the item was sent brand new and unopened.
After we refused a refund without return, the item returned to us now has damage in a similar area, but it does not match the photos you originally sent. This is a serious inconsistency.
We have already sent all evidence to Amazon, including:
Your original photos
Our inspection photos
Full message history
Supplier invoice proving the item was brand new
Amazon has confirmed that no refund has been issued and that the refund decision is at our discretion.
Because the returned item is damaged, not in original condition, and not resalable, we will not be issuing a refund.
This case will also be reported to Amazon due to the inconsistent evidence and return condition.
Kind regards
6 May 2026 06:10
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:
Order number:
Return requested: No
Reason for contact: Please kindly help the cx with the full refund and also the return postage refund
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
6 May 2026 08:40
Hello Amazon,
We have already submitted all evidence, including supplier invoice, buyer photos, inspection photos, and full buyer-seller message history, to both Amazon Customer Support and the A-to-Z team for review.
From our side, we have followed Amazon policy correctly at every stage:
* Item was dispatched brand new and unopened
* Returnless refund request was refused in line with policy
* Return was accepted for inspection
* Full inspection was completed upon receipt
At this stage, due to the inconsistencies identified and the returned item being damaged and not resalable, we do not agree to issue a refund or return postage reimbursement.
We will now wait for Amazon’s final review and decision based on all evidence already provided.
Kind regards
6 May 2026 22:14
Please don’t refund 36p please refund the full amount £36 and postage
6 May 2026 22:30
Hi Joshua,
We need clarification regarding the differences between the photos you originally sent and the item returned to us.
In your original photos:
- The hole appeared much larger
- The print/pattern looked faded and heavily worn
- You described it as burnt and smelling of fire
However, the returned item:
- Has a smaller tear in a different shape
- Appears in much newer condition
- Shows no burn marks, melting, or fire smell
Can you please explain why the item in the original photos does not match the item returned to us?
Kind regards
8 May 2026 19:16
Could you also resend me the postage fee please
8 May 2026 19:29
Hi Joshua,
We have already asked you to clarify the serious inconsistency between the photos you originally sent and the item returned to us, but you have not answered this question.
Regarding the postage fee, please clarify what postage fee you are referring to. As far as we can see, the return was processed through Amazon and a free return label was provided. We have not received any evidence that you personally paid any return postage cost.
If you believe you paid a separate postage fee, please provide proof of payment showing the amount paid, the date, and the tracking/reference number.
Kind regards
我的货物在4月29日交付亚马逊LBA4仓位,POD有签字,到今天5月25日仍然未接收上架,多次开case联系客服都没有得到解决,总是把责任推给承运商!!!
Hoping a community manager or someone who's beaten this can help.
One inbound shipment, single box, ~44 units. Timeline straight from the Inventory Ledger:
14 Nov — all units shown RECEIVED in full at the FC (Receipts event, shipment reference matches).
14–24 Nov — units sit in sellable inventory; some are transferred to other FCs and sold to customers.
25 Nov — a single negative receipt adjustment at the same FC removes a batch (14 units across 4 SKUs, same day).
Result — reimbursement denied because the carton "weighed less than expected, so units were not sent." But no inbound weight scan was ever provided, and you can't sell units that were never sent.
Original case is closed past the reopen window; a new case auto-merged straight back into the closed one. Support says it won't reply further.
Questions:
For a post-receipt negative adjustment, which case category/team actually reviews this so it doesn't auto-merge into the closed inbound case?
Has anyone forced a review using the Inventory Ledger receipt + adjustment events as proof? What worked?
Happy to share the ledger event detail. Thanks.
Hi everyone,
I’m hoping someone can help or escalate this issue, as Seller Support has not been able to resolve it.
I recently had over 25 genuine customer reviews on my product listings, many with written feedback and photos. I monitor my reviews daily and can confirm they were visible and compliant.
However, almost all of these reviews disappeared suddenly, and now only a small number of Amazon Vine reviews remain visible.
This does not appear to be a normal case of individual review removals. The scale and timing suggest that the listings may have been incorrectly flagged or affected by a system issue.
I have opened multiple cases, but I am only receiving standard responses referring to general review policies, without any investigation into my specific situation.
This is having a direct impact on my business. I am a small brand and have been building credibility organically since launch. I am also exhibiting at an upcoming trade show (IFE), which I have invested significantly in, and customer reviews are an important part of establishing trust with buyers.
Could this please be reviewed as a matter of urgency or escalated to the appropriate team for a manual check?
Thank you in advance for any guidance or support.