Happy new year!

I have a customer who opened a return on 30/12/25 claiming that we had sent the wrong item - wrong size / colour & that the item was also broken before first use.

We scan as we pick & pack, as such I can see that the correct item was scanned & as such I was already suspicious, I then reviewed our CCTV, which shows the correct colour being packed.

The customer immediately opened an A-Z claim, claiming that the item arrived damaged, was wrong size & colour.

I defended the A-Z claim by stating that the customer had already opened a return request & can return the item for a full refund free of charge.

Then it gets really galling - the return arrives today, they have used the correct packaging to return an old (can tell by batch number) small & broken item.

They have simply replaced their old item with a new, next size up item - potentially for free & at my expense.

What would you do?

Many thanks

Ian

It is great for Buyers, just choose an item under a certain value, eg if on Amaon UK, you buy something from a Seller abroad under £25 GBP, and if they do not have a UK returns address, just request a return as no longer needed (unwanted) and you get a full refund, every time!

Free goods and you agreed to Amazon Terms, so can do nothing about it!

(Unsure the amount in USA, but will be similar).

To get over this: you need to pay an agent in the country that you are selling on, so if on Amazon.com, a return address in USA. If in France, a return address in France, etc, etc. Lots of agents! - so will cost you for them to check the item, etc. (Guess why, mmm, Amazon FBA to be used instead???).

If over that value, you can either have an agent in that country, or, provide a pre-paid return postage label back to the UK. So lets say an item is $100 US - you pay for the return, even if unwanted. Once received back, you refund in full, in the usual way, within 2 days.

They suggest to use FBA for abroad, or, do not sell outside the UK, then you do not have these issues.

Hello everyone,

@Seller_Udi0JNbTrsmUV @Seller_ZyGdB49sb7An4 @Seller_XUNeUuvrQDpgP @Seller_j9Bd91CW3ZVpr @Seller_YeWcEeTwlVO93

@Seller_l3eCP9f1PtJXC @Kai_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon

@Seller_fgtTzyHQfOM1x @Seller_b91S9zQ2eKxLt @Seller_Rv3kmJHEUMGJH @Seller_lmwzklfLOK2Ob @Seller_z3k8APxGfbQEK @Seller_DNQGSsdC7DccM @Seller_TSXM2A5nxWSuH

We kindly ask for your assistance and for a moderator review of this case, as our business has been significantly impacted by an unexplained Buy Box removal on the German marketplace (Amazon.de).

We would like to describe our situation and see whether other sellers are currently experiencing similar issues.

Timeline:

On December 17, within a few hours, we lost the Buy Box for more than 12,000 offers simultaneously

On December 25, Buy Box eligibility was restored for our offers

On December 28, the Buy Box was again removed for all offers, without any explanation and without any changes on our side

Current status:

Our account health status is good

There are no active policy violations

No performance metrics changed between December 25 and December 28

There were no issues with authenticity, quality, or chargebacks

The Buy Box loss affects all of our offers, including ASINs where we are the only seller

As examples, the following ASINs are currently affected:

B08WYN6K36, B08WYPL31X, B0G71LJGPB, B08P5TJZMR

(However, the issue applies to all of our listings.)

Since the Buy Box was restored and then completely removed again within a short period of time, this strongly suggests a system- or algorithm-related issue, rather than a compliance or performance-related problem.

We have contacted Seller Support multiple times, unfortunately without a clear resolution. The responses were mostly generic and did not address the specific nature of this issue (for example, case 11943676142).

Has anyone in the forum recently experienced a similar simultaneous Buy Box loss across many ASINs, or does anyone have advice on how to initiate a qualified second-level or technical review?

Thank you in advance for your support and for sharing your experiences.

Kind regards

Hello, I am contacting you regarding my Amazon Seller account created in 2022 from Pakistan. By mistake, I was charged £25 for the Professional selling plan, even though I intended to use the Individual plan and never used the Professional plan services.

My account was later deactivated because I could not provide UK company details, which I do not have. I do not wish to reactivate the account, but I request an immediate refund of the £25, as this charge was made by mistake and the service was never used.

It is unfair to withhold my funds due to an error that was not on my part. Please process this refund without further delay. I expect a confirmation within 7 business days.

Thank you.

Taimoor Khan

Seller ID A1F83G8C2ARO7P