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(90 results)URGENT: FBA Pricing Error – 2k pounds loss! – Need Amazon Escalation
Hi everyone,
I urgently need advice from experienced sellers and, if possible, assistance from an Amazon Forum Moderator / Amazon representative who can escalate this internally.
We experienced a severe unintended pricing error on one of our FBA listings. A 3-pack product was mistakenly made available for approximately £0.15, which resulted in a sudden wave of orders, including customers ordering unusually large quantities such as 9, 12, 20, 27, 29 and 30 units.
We identified the problem very quickly and took action to prevent further orders.
However, because these orders are Fulfilled by Amazon (FBA), we cannot manually cancel them.
At the time we contacted Seller Support, the affected orders were still showing:
Pending – Awaiting Payment Verification
Amazon's Reserved Inventory page is now showing:
Status: Pending Customer Orders
138 units are being used to fulfil customer orders.
This is extremely concerning because the orders resulted from an obvious erroneous selling price and we are trying to stop fulfilment before these units are dispatched.
We have already contacted Selling Partner Support multiple times and specifically requested escalation to an internal FBA/Fulfilment team capable of reviewing the situation.
Our existing Case IDs are:
Case ID: 13178765082
Case ID: 13178848982
Case ID: 13177033592
One response stated that first-line support cannot cancel pending FBA orders while payment/order verification is taking place. We understand that sellers normally cannot cancel FBA orders ourselves, but our request is specifically for Amazon to investigate whether an internal team can intervene because these orders resulted from a severe pricing error and have not yet shipped.
If an Amazon moderator sees this, I would be extremely grateful if you could review the above cases and help escalate this to the appropriate internal team as soon as possible.
Also, if any sellers here have experienced a similar situation — particularly an erroneous price followed by a large number of FBA orders — I would really appreciate hearing what happened and whether Amazon was able to stop the orders before dispatch.
Time is critical because 138 units are currently reserved against Pending Customer Orders.
Thank you in advance for any assistance.
The Return of the Mary Whitehouse bot
So the first time I appealed, one title was relisted and the others were not so I appealed again to no avail - then I was away for four nights, so just before the case was to be closed forever - I reopened it and asked if someone could take a proper look at the titles and someone did (!) so 8 ASINs are to be reinstated shortly. (Allegedly).
Once I know what they are I will open a new case for the remaining 4 from the first appeal and add some of the 22 as yet still delisted titles.
I am not sure why Amz are now primarily using ASINs in these cases - it is so much harder to work out (as a human being) what is going on but maybe it is because the first several times the case is only looked at by a bot and it is only the later cases that involve people, however this will mean that 9 out of 13 products should be available to customers again soon.
At this speed it is going to take over 5 years for me to appeal everything that has been closed down.
It is a crazy situation
Can not Withfraw money, Your Amazon seller account has been placed under temporary review. While your account is under review, funds will remain in your account, but you will not be able to receive any disbursements during the review over £400k
Hi Emet,
Thanks for your reply. Our account balance now is £403000, we have not got paid since 1st of July.
We have submitted below information and case ID is 13176433732
I submitted below information.
1. Voice of the customer Damaged items of last 60 days refunded or replacement sent
2. Voice of the customer of receiving wrong products of last 60 days total 134 wrong orders delivered refunded or replacement sent
3. Merged Invoices.pdf
4. Plan of Action for seller code of conduct appeal for the material difference.docx
5. New Designated area of customer returns.jpeg
📎 Back Image ASIN B0BT87WLHH.jpeg
📎 Back image ASIN B07ZQZVMRX.jpeg
📎 Back image ASIN B0756H4G84.jpeg
📎 Back image ASIN B08698SS59.jpeg
📎 Back inage ASIN B08NVPH5PF.jpeg
📎 Front image ASIN B0BT87WLHH.jpeg
📎 Front image ASIN B07ZQZVMRX.jpeg
📎 Front image ASIN B08NVPH5PF.jpeg
📎 Front image ASIN B0756H4G84.jpeg
📎 Front Image ASIN B08698SS59.jpeg
Also WE SUBMITTED BELOW REQUESTED INFORMATION
Explain your process for ensuring that products sent to customers exactly match the listings on Amazon – including how you source inventory and how you fulfil orders.
We have established a comprehensive inventory management and order fulfilment process to ensure that every product shipped to customers exactly matches the corresponding Amazon listing.
1. Inventory Sourcing
We source our inventory exclusively from legitimate manufacturers, authorized distributors, or reputable wholesale suppliers. Before purchasing products, we verify the supplier＇s authenticity and ensure that all products are genuine and suitable for sale on Amazon. We retain invoices and purchase records for all inventory as proof of authenticity and traceability. We also check business information of suppliers, we cross verify their VAT registration and we also cross verify their company. We also check business reviews on trust pilot and also on google to make sure supplier is genuine.
2. Product Verification Before Listing
Before creating or matching a product listing, we carefully verify every product against the Amazon detail page. We confirm the brand, manufacturer, model number, UPC/EAN ﹙where applicable﹚, size, colour, quantity, material, specifications, packaging, and any other identifying attributes. Products are listed only when they are an exact match to the Amazon ASIN. If a product does not precisely match an existing listing, we do not list it under that ASIN.
3. Inventory Receiving and Quality Inspection
When inventory arrives at our facility, every shipment is inspected before being accepted into stock. We verify that the products received match the supplier＇s invoice and purchase order. Products are inspected for authenticity, correct packaging, physical condition, expiration dates ﹙where applicable﹚, and any signs of damage or defects. Any products that do not meet our quality standards are segregated and are not offered for sale.
4. Inventory Storage and Management
Approved inventory is stored in an organized manner using clearly identified storage locations. Each product is labelled and tracked by SKU and mapped to the correct Amazon ASIN. Similar products or product variations are stored separately to prevent picking errors. We conduct routine inventory audits and stock reconciliations to maintain inventory accuracy and identify discrepancies promptly.
5. Order Fulfilment Process
When an order is received, the order details are reviewed to confirm the correct ASIN, SKU, quantity, and customer requirements. The assigned item is picked from inventory using the SKU and storage location.
Before packing, the product undergoes a second verification to confirm:
• The correct product has been selected.
• The brand, model, size, colour, and quantity exactly match the Amazon listing.
• The product is new, unused, and in saleable condition.
• The packaging is intact and suitable for shipment.
After verification, the product is securely packaged using appropriate packing materials to protect it during transit. Shipping labels are reviewed to ensure they correspond to the correct customer order before dispatch.
6. Final Quality Control
A final inspection is completed before shipment to verify that the correct product is being sent to the correct customer. This includes confirming the order information, product details, packaging condition, and shipping documentation.
7. Continuous Monitoring and Improvement
We continuously monitor customer feedback, return reasons, order defect metrics, and any listing-related issues. If any discrepancy is identified, we investigate the root cause immediately, correct the issue, and implement preventive measures such as updating inventory records, improving staff procedures, or revising listing information to prevent recurrence.
Through these controls, we ensure that customers consistently receive products that exactly match the Amazon listing, maintain high order accuracy, and comply with Amazon＇s policies for product authenticity, listing accuracy, and customer satisfaction.
Provide an explanation for why customers are complaining about receiving incorrect items.
We take full responsibility for the customer experience issues that resulted in product condition and wrong item complaints. After conducting a detailed investigation into our Voice of the Customer reports, return reasons, and internal fulfillment processes, we identified the root causes and have implemented comprehensive corrective and preventive measures.
1. Root Cause Analysis
Our investigation identified the following root causes:
Product listings did not accurately match the physical inventory, including product descriptions, images, size, colour, quantity, and packaging.
Certain products were listed under incorrect ASINs, resulting in customers receiving items that differed from the listing.
Inventory fulfillment errors led to incorrect products being shipped.
Similar-looking products and packaging caused picking errors during order fulfillment.
Incorrect SKU and barcode labels resulted in inventory identification errors.
Some inventory was stored in incorrect bin locations, increasing the risk of picking mistakes.
Multiple product variants ﹙different sizes, colours, and models﹚ were stored too closely together, leading to confusion.
Manual order processing increased the likelihood of human error.
Quality control procedures before dispatch were insufficient to detect fulfillment mistakes.
Packaging procedures were not consistently followed, resulting in damaged products during transit.
Temporary and newly trained staff were not sufficiently familiar with our fulfillment procedures.
Additionally, several ASINs were enrolled in Amazon＇s Easy Ship pilot programme. At that time, our staff were only printing shipping labels and were unaware that Easy Ship packing slips also needed to be printed. As a result, packers could not verify the product description before dispatch, increasing the likelihood of shipping incorrect products.
Following discussions with our Amazon Easy Ship Account Manager, Hans Malhotra ﹙hansmal@amazon.co.uk﹚, all fulfillment staff have been retrained on the correct Easy Ship packing process, including printing and verifying packing slips before every shipment.
2. Corrective Actions Taken
We immediately implemented the following corrective actions:
Conducted a complete audit of all affected ASINs to verify product descriptions, images, sizes, colours, quantities, and packaging against our physical inventory.
Corrected all inaccurate listings and removed any listings that did not accurately represent the products.
Performed a full warehouse inventory audit to ensure inventory records matched physical stock.
Relabelled incorrect SKUs and barcodes where necessary.
Reorganised warehouse storage so similar-looking products and different product variants are stored separately.
Introduced mandatory barcode scanning and SKU verification before picking and packing.
Retrained all warehouse staff on inventory management, order fulfillment, product verification, packaging standards, and quality control procedures.
Retrained all Easy Ship staff with guidance from our Amazon Easy Ship Account Manager on printing and verifying packing slips before dispatch.
Implemented a mandatory final quality inspection before every shipment to verify:
Correct ASIN
Correct SKU
Correct quantity
Correct product variant
Correct packaging
Product condition
Introduced stronger packaging procedures using appropriate boxes, cushioning, and bubble wrap for fragile products.
Removed ASIN B0756H4G84 from our inventory and permanently stopped selling this product due to recurring customer complaints.
3. ASIN Investigations
ASIN B0BT87WLHH
This ASIN generated the highest number of complaints.
33% of complaints were due to customers receiving the wrong product ﹙leg wax strips instead of face wax strips or receiving 10 strips instead of 20﹚.
33% related to product performance and quality.
24% related to products arriving damaged due to inadequate packaging.
9% related to product condition.
NCX Rate: 2.0% ﹙33 negative experiences from 1,647 orders﹚
Root causes:
Incorrect Easy Ship packing process.
Incorrect product mapping.
Insufficient packaging.
Corrective actions:
Corrected ASIN mapping.
Retrained Easy Ship staff.
Introduced mandatory packing slip verification.
Improved packaging standards.
ASIN B08698SS59
NCX Rate: 3.7% ﹙8 negative experiences from 216 orders﹚
Customer complaints:
37.5% wrong product received.
25% defective item.
25% product quality not adequate.
12.5% damaged product.
Investigation found that some customers received Toni & Guy Conditioner instead of John Frieda Conditioner due to incorrect product selection.
Corrective actions:
Separated similar products in warehouse storage.
Introduced barcode verification.
Improved packaging using protective boxes and bubble wrap.
ASIN B0DY8Y69F6
NCX Rate: 3.9% ﹙3 negative experiences from 77 orders﹚
100% of complaints related to incorrect products being shipped.
This ASIN was enrolled in the Easy Ship programme.
Corrective actions:
Staff retrained on Easy Ship packing procedures.
Mandatory packing slip verification introduced.
Final SKU verification implemented before dispatch.
ASIN B08NVPH5PF
NCX Rate: 3.81% ﹙4 negative experiences from 105 orders﹚
Customer complaints:
50% wrong product.
25% defective item.
25% product quality issues.
Root causes:
Incorrect product selection.
Packaging procedures not followed.
Corrective actions:
Warehouse reorganisation.
Barcode verification.
Improved packaging standards.
ASIN B07ZQZVMRX
NCX Rate: 3.81% ﹙4 negative experiences from 105 orders﹚
Customer complaints:
50% wrong product.
25% defective item.
25% product quality issues.
Corrective actions:
Separated similar inventory.
Introduced mandatory barcode scanning.
Added final quality inspection before dispatch.
ASIN B0756H4G84
NCX Rate: 2.88% ﹙5 negative experiences from 219 orders﹚
Customer complaints:
60% damaged items.
40% wrong products.
Root causes:
Inadequate packaging.
Fulfillment errors.
Corrective actions:
Permanently removed this ASIN from our catalogue.
Improved packaging procedures for all fragile products.
4. Preventive Measures
To ensure these issues do not recur, we have implemented the following long-term preventive measures:
Weekly inventory reconciliation to ensure physical stock matches Amazon listings.
Monthly audits of all ASINs to verify listing accuracy.
Mandatory barcode scanning at both picking and packing stages.
Mandatory printing and verification of Easy Ship packing slips before dispatch.
Separate storage locations for similar-looking products and product variants.
Improved warehouse labelling and bin location controls.
Standard operating procedures for packaging based on product type and fragility.
Ongoing staff training with competency assessments before independent order fulfillment.
Daily quality control audits conducted by warehouse supervisors.
Continuous monitoring of Voice of the Customer feedback, NCX metrics, customer returns, and buyer messages to identify and address issues immediately.
We are committed to maintaining the highest standards of inventory accuracy, order fulfillment, packaging quality, and customer satisfaction.
The corrective and preventive measures outlined above have strengthened our operational controls and will ensure customers consistently receive the correct products in the expected condition.
✔️ I understand Amazon’s Selling Policies and Seller Code of Conduct about material difference and why they’re important.
✔️ I verify that all information I’ve provided is accurate and complete.
✔️ I commit to maintaining accurate product listings that match exactly what customers will receive.
✔️ I will ensure that all future shipments match the product detail pages exactly.
Attachments:
Merged Invoices.pdf
Rivermarket Wrong items Delivered Voice of the customer analysis and next steps.xlsx
Rivermarket Damaged items Voice of the customer analysis abd next steps.xlsx
New Designated area of customer returns.jpeg
Plan of Action for seller code of conduct appeal for the material difference.docx
Staff Training Record.xlsx
You
14 Aug 2026
15:23 BST
Dear Review Amazon,
We had very high sales due to starting to provide prime service recently.
We Joined Easyship programme and FBM ship + programme.
This has resulted in increased sales.
Hans Malhotra is our account manager for both programmes.
Please find attached
Recent trackings proof of delivery with Images and list of trackings.
Last three months Bank statements.
Company incorporation certificate
Screenshot of Most recent On Time delivery rate of 96.04%
Account Health screenshot with Defect rate of 0.16%
Recent customer feedbacks image which was left by already delivered orders
Thanks
Organic Certification madness.
Hello,
As many sellers here I'm facing organic claim problem. Upon receiving a message from Amazon regarding this matter, I immediately opened appeals (on 2nd of August 2026) for 9 ASIN's affected. Since opening the cases, I have never received a reply to any of them, but there may be a reason for lack of reply in these appeals as I’ve also decided to try my luck and opened a separate collective case and it became a nightmare at some point as now I'm receiving in replies: After careful consideration, we have determined that these ASINs are correctly classified as non-adult products. ?!?!?
Hoping an Amazon employee on this forum can help push this case forward — it stalled after real progress had already been made.
Case ID: 13124373982
The issue: The Regulatory Information section on 9 of my ASINs incorrectly displays "The organic inspection body code number: LU-BIO-04." I never entered or authorized this data. My products are natural, non-organic with no organic claims anywhere in the title, bullet points, description, or images. This incorrect field triggered an FBA inbound inventory block on all 9 ASINs.
Progress so far: After I submitted packaging images, Seller Support confirmed on 11 August that:
- 2 ASINs were approved and the inbound block was lifted.
- The remaining 7 ASINs were confirmed non-organic, the incorrect data was identified in the backend catalog, and a specialist team was working to remove it, after which the block would lift automatically.
Where it's stuck: Since that update, the last two replies on this case (13–14 August) addressed an unrelated adult-content classification review, not the organic data issue. No further update on the backend catalog fix.
Could someone help route this case back to the specialist team that sent the 11 August update, so the backend correction and inbound unblock for these 7 ASINs can be completed? Happy to provide any further documentation needed.
Thank you.
@Seller_8hQgfj6OVZYse; @Seller_Udi0JNbTrsmUV ; @Seller_mb0h6u450arka ; @Seller_VygaQRBv4Ssmh ; @Seller_b2AIUT8dwcS0Z ; @Seller_l7Jtck9jxnEA0
Primary account holder locked out for 40 days,secondary user can log in,urgent help needed
I have been completely unable to log in to my Amazon Seller Central account since 11th June 2026, now over 40 days. I am posting here as a last resort after exhausting every available support channel.
I am the primary account holder, company director, and sole owner of the business. My husband has secondary limited user access to the same account. He can log in today with no issues and can see the account home page, inventory, and account information normally. I, as the primary owner, cannot log in at all.
Every time I attempt to log in, I see the same screen: "We are reviewing your account and will email you within 24 hours." This screen has been showing since 11th June with no change.
What Amazon has already confirmed in writing:
- My seller account is in good standing with no policy violations
- My account information was successfully verified on 19th June
- Two-step verification has been disabled on the account
Despite all of the above, I still cannot log in.
This proves the block is not on the account itself, it is specifically on my primary login credentials only. The account is fully functional. My husband's secondary access works. FBA orders are being received and dispatched normally. My Inventory Performance Index is 402. There are zero cases requiring attention on the account.
What I have tried:
I have raised 9 cases, all unresolved or auto-closed:
Cases 12891628632, 12901983422, 12899317842, 12899818772, 12681887352, 12902798612, 12903106202, 12915598452, 12926821572
I have called Amazon support multiple times across 5 different numbers with no resolution.
I emailed the Managing Director's office twice. Both times the case was passed to the Executive Escalation Department. Both times my replies were never received by the agent and the cases were auto-closed. This is a systemic communication failure, every email Amazon sends asks me to reply via a link that requires Seller Central login, which I cannot access. So my replies cannot reach them or mostly asking to send emai on No reply email ( Dead end ).
I have submitted over 70 pages of documentation including ID, proof of address, and phone contract.
Seller Support consistently tells me the issue is with my consumer account. Consumer Service consistently tells me there is no issue on their side. Nobody has investigated both accounts together.
The impact on my business:
- PPC advertising campaigns are running with a daily budget I cannot manage or pause
- I cannot arrange urgent FBA shipments
- I cannot manage inventory
- I cannot access any account settings
- My business has been effectively paralysed for over 40 days
- I have invested my life savings into this business, with registered brand, active FBA inventory, and new stock already ordered
I am not asking to skip any verification. I have never refused to cooperate. I simply need:
1. Someone to look at both my consumer and seller accounts together as linked accounts
2. Confirmation of what specifically is blocking my primary login, given the account is healthy, verified, 2SV disabled, and accessible to my secondary user
3. A named contact who can receive direct email replies , not a no-reply address, not a link requiring Seller Central login
I have today submitted a case through the technical support form at sellercentral.amazon.co.uk/cu/help/contact-us
If any Amazon staff member or moderator is reading this, please can you escalate this urgently. I have done everything asked of me. I simply cannot get anyone to look at both accounts together and identify the specific technical block on my primary credentials.
Has anyone else experienced this? Any advice from fellow sellers would also be genuinely appreciated.
Hi Josh,
The customer's claim was incorrectly granted 4th August (9 days ago) and no one from Amazon is getting back to me.
Please escalate this as a matter or urgency.
Kind regards
Flammability/compliance and safty document
I’m a new Amazon UK seller selling personalised children’s pyjamas (ages 1–9). All my listings have been deactivated, and Amazon is asking for sleepwear flammability/compliance and safety documents.
Has anyone had the same issue and can advise me on what documents/testing I need and where to get them? Thanks!
Zero Ad impressions following 1 day holiday
only 4 of the 9 portfolios started generating ads. I know its august and we are usually slower. but we still have 5 portfolios with zero impressions. each portfolio contains 3-5 campaigns so its a lot of impressions we are missing. its been 7 days now with some having zero impressions,
I tried pausing them and turning them back on but i don't think i waited 10 mins. I have paused them now and will leave them 30 mins before turning back on. see if that works.
Account deactivation receiving two contradictory enforcement reasons – Case 13140804832
Hello,
I’m hoping one of the Amazon moderators might be able to help me with this, as I’m a bit stuck and I’m worried my case may be going through the wrong review route.
My Seller Central account is currently deactivated and I’ve been working with Account Health Support under Case 13140804832.
On 9 August, Account Health Support reviewed my account and specifically confirmed:
“Your account was not deactivated due to a variation relationship policy issue.”
I was told that the enforcement instead relates to catalogue integrity and how products were listed or matched to existing catalogue entries. I was also told that my acknowledgement route had been exhausted and that I needed to submit a dispute with supporting evidence.
I followed that advice and submitted a detailed dispute with historical Amazon evidence.
Today, however, I received a response from Seller Performance saying that the reason for the enforcement is a Variation Relationship violation, and asking me to explain the relationship between parent and child ASINs.
The difficulty I have is that no parent ASIN, child ASINs or variation theme have ever been provided to me, so I’m not sure how I can properly address that request.
At the moment I seem to have two different explanations for the same deactivation, and I’m concerned that the evidence I submitted may be getting reviewed under the wrong enforcement type.
I completely understand that the forum can’t decide the appeal itself. I’m just hoping that, if possible, an Amazon moderator could take a look at Case 13140804832 and help make sure it reaches the correct Account Health or Seller Performance team for a manual review.
I’d really appreciate any help or guidance you can give me.
Thank you very much,
Bee
@Seller_l3eCP9f1PtJXC
URGENT HELP NEEDED –
Hi everyone,
I’m hoping someone here, particularly an Amazon moderator or a seller who has experienced something similar, can help me.
My Amazon UK selling account has been deactivated due to pending identity/KYC verification.
The problem is unusual: I legally have only one name on my passport and national identity document. My passport shows only “Abdullah” and does not contain a separate surname/last name.
Amazon’s Primary Contact Information, however, requires a surname to be entered, and the verification system appears unable to process my identity because of this.
I have tried submitting genuine documents multiple times, but the verification keeps failing.
I contacted Amazon Account Health Support, and the representative reviewed my account and documents. They specifically confirmed that:
My passport and national ID contain only a single name.
The issue is caused by the system requiring a surname field.
My business registration documents for Timeless Journeys Ltd were reviewed and the business details were confirmed.
I submitted my passport, bank statement, TV licence, Companies House registration extract and company documents in my support case.
Account Health identified the single-name issue as the root cause and escalated my case to an internal team for review.
I was told that no further action was required from me while the internal team investigates.
The situation has now become extremely worrying because I have received another FBA notification stating that inventory needs to be removed and that if it is not removed by 9 September 2026, it may be disposed of.
I have invested a significant amount of money into this business and have stock held by Amazon. I am fully willing to complete every KYC requirement — I am not trying to bypass verification. The problem is simply that Amazon’s system does not seem able to accommodate my legitimate single-name identity.
There is an additional complication: some of my UK documents show my name as “Abdullah Abdullah”, because certain systems require both a first name and surname, whereas my official passport/identity document contains only my single legal name.
Has anyone with only one legal name successfully completed Amazon UK KYC verification?
If an Amazon forum moderator sees this, I would be extremely grateful if you could review/escalate the issue or advise me on the correct way Amazon expects a person with a single legal name to complete the First Name/Surname fields.
I specifically need to know:
What should I enter in the First Name and Surname fields when my passport legally contains only one name?
How can Amazon manually verify my identity when the automated system cannot accommodate a single-name passport?
Is there a specialist verification/KYC team that can resolve this?
Is there anything I can do to protect my FBA inventory from disposal while Amazon’s internal team is reviewing my verification issue?
I have already provided the requested genuine documents and Account Health has acknowledged the technical issue. I just need someone who can help get this in front of the right verification team.
If any seller has faced the same single-name/no-surname issue and managed to resolve it, please tell me exactly what you did.
Thank you very much for any guidance.
