We sold an item on Amazon, the customer opened up a return on the 30th day (last day possible to open return) claiming the item doesn’t work. Amazon provided an Evri label for the customer to send item back.

2 weeks after opening return, customer files A-to-Z claim stating he already sent item back but we have not refunded.

Tracking for return shows that courier has NOT received item from customer yet. We appealed the claim and said tracking clearly shows customer has not posted item.

Amazon put the case on hold, then 1 week later we get a message saying Amazon have refunded the customer, and taken the funds from our account. The item has still not been sent back…

We have appealed the decision showing tracking shows item not even scanned by courier, no outcome for second appeal yet.

Is there anything else we can do to appeal this? The whole process has been unfair since the customer has not sent back item yet, and Amazon can see this from the tracking. As a seller, the decision to refund the customer for an item they have not sent back seems like fraud.

2 orders yesterday ordered after 11pm, have to be despatched today! It started about 2 weeks ago, 5 in total since then. As a small part-time seller, having to find, package and post items in such a short timeframe is difficult and disruptive.

my listings usually have 3-5 days handling time on the form; Amazon have traditionally allowed about 3 working days. I'm registered as a private seller, and cannot see any global setting where this despatch period has changed.

does anyone else experience this? can the setting be changed? Thanks.

Has Amazon gone mad or what ?

Just received this email 20 years too late

Prepare for your first Self Ship order

Dear Selling Partner,

We would like to welcome you aboard Amazon Self Ship!

In order to get started on Self Ship, we strongly recommend learning how to monitor, pack and ship your Self Ship orders. Please click here to watch a brief video tutorial on Self Ship order processing or follow the steps mentioned below.

1) Monitor Orders:

Log in to your Seller Central account and go to the “Manage Orders” page. Click the “Unshipped orders” tab to view your Self Ship orders.

We recommend using the filters on the left side of the Manage orders page to prioritize orders which need to be shipped first. Use the “Ship by today” filter as highlighted in the image below to filter orders with today’s Estimated Ship Date (ESD).

2) Print the packing slip:

Click “Print order packing slip” next to the order number at the top of the page.

3) Pack and Ship order:

Pack your order, paste the packing slip on the package and ship out the order by Estimated Ship Date using any of the 3P carriers listed by Amazon.

4) Confirm shipment:

Click “Confirm shipment” at the bottom of the Order Detail page and enter the shipping details, including the tracking ID. After confirmation, we’ll charge the buyer, notify them that the order has shipped and transfer the order payment to your Seller account.

This item was not late by my mistake , its been sent 1 day earlier than estimate dispatch date. Some customers assume they are buying Prime next-day delivery but this order was placed with standard delivery. The buyer left negative feedback claiming the parcel arrived after “nearly two weeks” and that is not true. The feedback itself was left on 5 December which proves the timing is incorrect.

The only issue was that the courier delivered to the wrong house which is a carrier mistake, not a seller fault. Amazon policy confirms that feedback related to courier error can be removed.

The statement “nearly two weeks waiting” is factually incorrect and the delivery-to-wrong-address complaint falls under courier responsibility. The moderator can verify the delivery timeline and see that the feedback does not reflect seller performance.

For these reasons, this feedback qualifies for removal under Amazon rules.

Hello everyone,

I would appreciate support from a Moderator regarding feedback on order 204-2568790-2345119. Case id : 11802306362

The buyer left the following feedback:

“Package delivered late (took nearly two weeks to arrive) and delivered to wrong address despite correct one being supplied. Parcel not damaged but poorly protected so item packaging was damaged on arrival – not great as it’s a gift.”

Here is why this feedback is incorrect under Amazon’s rules:

Wrong-door delivery

The courier delivered the parcel to the wrong address, and the neighbour who received it did not inform the buyer. This is a carrier error, not a seller error. Amazon’s guidelines specify that feedback relating to delivery driver mistakes, misdelivery, or carrier performance should not count against the seller.

“Nearly two weeks late” – factually incorrect

The estimated delivery window provided by Amazon was until 1 December, and the parcel arrived only a few days later, during peak-season courier delays. This is not a two-week delay and does not reflect seller performance.

“Poorly protected” – product was not damaged

The buyer confirmed the product was not damaged, only the outer cardboard had light creasing from courier handling. Comments about packaging condition belong in product reviews, not seller feedback, according to Amazon policy.

I resolved the issue immediately

As soon as the buyer contacted me, I investigated, located the correct address, identified which neighbour had the parcel, and resolved the situation. The customer received the item shortly after.

This feedback is entirely rooted in courier and neighbour errors, not seller fulfilment or customer service. The negative mark is being placed on the seller for events completely outside seller control.

I kindly request that a Moderator review this case for removal, as the initial support response did not correctly apply Amazon’s feedback guidelines.

Thank you in advance for your help.

@Seller_Udi0JNbTrsmUV @Seller_ZyGdB49sb7An4 @Seller_XUNeUuvrQDpgP @Seller_j9Bd91CW3ZVpr @Seller_YeWcEeTwlVO93

@Seller_l3eCP9f1PtJXC @Seller_lmwzklfLOK2Ob @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK @Seller_TSXM2A5nxWSuH @Seller_fgtTzyHQfOM1x @Seller_XUNeUuvrQDpgP @Seller_VJ4XoAkjDpjPH @Seller_b91S9zQ2eKxLt @Seller_Rv3kmJHEUMGJH @Seller_gAhPNiLrkfTcr