YES YOU READ RIGHT GOT A TO Z AND ODR AFTER I REFUNDED I GUESS ITS A FIRST. THERE IS ZERO RULES OR POLICY WHEN AMAZON SEES THE PUNNISH SELLERS.

I am asking for moderator assistance, because this A-to-Z claim should never have existed and is damaging my ODR unfairly.

Order ID: 206-9326319-8547518

Courier: Evri

Estimated delivery: 9 December 2025

Actual delivery: 8 December 2025 (EARLY)

Proof: Courier photo + GPS confirmation

Facts (no opinion, only evidence)

• The parcel was delivered one day earlier than the estimated delivery date

• Evri provided delivery photo and GPS confirmation

• The customer later stated the parcel was stolen after delivery

• This is not “not received”, it is post-delivery theft

The customer literally confirms this in writing.

Critical issue

Despite all of the above, Amazon Customer Service instructed me to refund, which I did in full on 10 December.

AFTER I refunded, Amazon systems allowed the customer to open an A-to-Z Guarantee claim anyway.

This should not happen.

Amazon policy is clear that A-to-Z claims are not valid once a seller has already refunded the order.

Yet:

• The claim was opened

• The claim was closed as “refunded by seller”

• A defect was still applied to my ODR

This makes sellers look like a freebies shop with unlimited stock, where customers get:

Delivery

Theft after delivery

Refund

A-to-Z claim on top

And sellers pay twice.

Why this is wrong

• Delivered early, not late

• Confirmed delivery with photo + GPS

• Customer admits stolen after delivery

• Full refund issued before A-to-Z

• No seller fault, no breach, no delay

This is purely an Amazon process failure, not seller performance.

@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

OK - I am trying to contact Seller Support as you suggest and I fell at the first hurdle!!

After I filled in the box explaining the problem I got this

2

Troubleshoot issue

manage_listing_issues

Troubleshoot why a listing is inactive or not searchable by customers.

Do you have ASIN/FNSKU? (please only select NO if you're an FBM seller)

No

Yes

Use this tool to troubleshoot issues such as:

Listing is deactivated.

Customers cannot see listing.

Enter ASIN or FnSku

0140464654

ASIN and FNSKU must contain input values between 9 and 10 characters

Are you having search issues with the ASIN?

Yes

No

Continue

0140464654 is the correct ASIN - I copied and pasted it. It does have 10 characters. Pressing "continue" does nothing.

Can you tell me what I'm doing wrong?

Can you tell me why I've just spent 10 minutes of my life just trying (and failing) to tell Seller Support what the problem is?

Thank you for your reply. The issue i have is that i am unable to find the external listing they are referring to for certain. Im assuming its a listing from aliexpress or temu because similar products are being sold around the £9 mark. Our listing uses amazon barcodes and not UPC so amazon would not be using this to make a comparison. I have searched using the brand name and product name and it shows various products including ours but all are similarly priced. I believe there has been a system error but i am unable to get past the first line of seller support to assist with this. I'm hoping the mods are able to help with this? @Seller_8hQgfj6OVZYse@Seller_YeWcEeTwlVO93@Seller_42px4plXqA66A@Seller_CnfW62x6yxvJw@Seller_dnxnrsZIeTNo3@Seller_zukQNO61PzGck

This usually happens when Amazon’s Competitive External Price system detects either an outdated listing, a UPC match, or what it considers a “comparable” product externally. Brand Registry unfortunately doesn’t override this pricing logic.

I would suggest a structured approach:

• First, search your exact brand name + product title + UPC on Google Shopping to see if anything appears at £9.

• Check whether your barcode (UPC/EAN) has ever been used by a distributor or manufacturer elsewhere.

• If you find a specific URL Amazon might be referencing, gather screenshots showing that it’s either a different brand or inferior product.

• Open a case specifically under Pricing → Competitive Pricing and provide that evidence clearly, asking for a manual review of the external match.

In many cases, this requires escalation beyond first-line Seller Support, as the initial responses are automated. If the external match is incorrect, it can be removed — but it usually requires very precise evidence.

Hello everyone,

I am posting here in the hope that a moderator or someone from Amazon can finally help us escalate a very serious and urgent issue.

On 9 October 2025, we received the email titled:

“We need to verify your business operating address. Submit the requested documentation within 30 days to maintain your ability to sell and receive disbursements on Amazon`s EU and UK Stores.”

The reason for this request was that our registered company address was previously our accountant’s address. Since many of their clients use the same address, Amazon’s system appears to have flagged it as a virtual or shared address. We fully understood the concern and immediately took action.

We have since:

Changed our business address to our correct operating address

Updated all relevant details in Seller Central

Submitted all requested documents in October

Responded to every follow-up request

Opened multiple cases

Contacted the verification team countless times

Despite this, our verification status has been “in progress” since October. Every Tuesday, we receive the same automated email saying that verification is still ongoing. There has been no meaningful update for months.

What makes this even more alarming:

The emails state that we should still be able to receive disbursements during verification, but our disbursements have been blocked since October.

We have not received any Amazon pay outs for over 3–4 months.

We are still shipping inventory to Amazon because stopping would damage our account and listings even further.

We are now funding the business out of pocket and are close to financial collapse.

This situation is putting our entire business at risk. We are a small seller and simply cannot survive indefinitely without access to our own funds.

We have done everything Amazon asked us to do, within the required timeframe, and provided all documentation in good faith. There is no missing information from our side, yet our case appears to be completely stuck with no accountability or resolution.

We respectfully ask:

For this case to be urgently escalated

For a human review of our submitted documents

For clarification on why disbursements are blocked despite Amazon’s own emails stating they should remain available

For a realistic timeline for resolution

We are desperate for help at this point. Any assistance from a moderator or Amazon representative would be greatly appreciated.

Thank you very much for taking the time to read this.