Hello Amazon Team,

I would appreciate assistance regarding A-to-Z Claim Order 026-1136319-4342761. We are not disputing the customer's refund and are not requesting a further review of the customer's entitlement to a refund. Our concern is the seller liability and ODR impact associated with this claim.

Summary:

• Customer opened a return and later advised that the parcel appeared to be lost in transit.
• The returned item was never received by the seller.
• Amazon's original A-to-Z decision stated that the return was lost or misplaced in transit and advised the seller to file a claim with the carrier.
• We followed Amazon's guidance and contacted the carrier; however, the carrier confirmed that only the sender can investigate or submit a claim. As we are not the sender of the return shipment, the recovery route suggested in the A-to-Z decision is unavailable to us.
• The appeal was denied, with Amazon again stating that the return was lost in transit due to no tracking updates after 30 April.
• The claim has now been counted against ODR (with notification of "at risk of deactivation") despite the original decision stating it would not impact ODR.

Our concern is that the seller has been left with neither the returned inventory nor a viable recovery path. Amazon's original decision stated that the return was lost or misplaced in transit, and the appeal response stated that the return was lost in transit due to no tracking updates after 30 April. Despite this, the seller remains financially liable and the claim is now impacting ODR.

Please review this case and advise:

1. Why the seller remains financially liable when the return was never received and the carrier confirms the seller cannot submit a claim.
2. Why the claim is now impacting ODR when the original decision stated it would not.
3. What recovery mechanism is available to the seller where the carrier confirms only the sender can investigate or submit a claim.

Any assistance would be greatly appreciated.

Thank you.

Is anyone else having an issue with Amazon shipping vanishing as an option from Buy Shipping. We printed half of our orders perfectly this morning, then at around 8:30 the option to purchase Amazon shipping labels disappeared. The only option now is Evri. Is anyone else seeing this issue?

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

Hello Amazon Moderators and Fellow Sellers,

I am hoping a moderator may be able to review my situation or provide guidance regarding a potential Buy Box eligibility issue.

I have already opened support case 12670293722, however I would appreciate any additional insight from the forum team.

My account is:

-Professional seller account

-Primarily FBA

-Account Health Rating: 204 (Healthy)

-No A-to-Z claims

-No chargebacks

-No authenticity complaints

-No active policy violations

Until around 30 May 2026, I was winning the Buy Box across multiple ASINs. Since then, I have experienced a significant drop in sales and have noticed that many of my offers no longer appear to be Buy Box eligible.

In several instances:

My FBA offer is priced below the current Buy Box winner.

Competing sellers are winning the Buy Box at higher prices.

My offers are appearing under "Other Sellers on Amazon" rather than the Featured Offer.

Around the same period, I had a product compliance review on a children's swim ring ASIN. Amazon has since approved the ASIN, confirmed that no further action is required, and the compliance issue has now been removed from Account Health.

I also recently discovered that my Merchant Default Contact and Emergency Notification details were not fully verified. These have now been updated and verified.

Would an Amazon moderator be able to advise whether there is any account-level or Featured Offer eligibility issue that may be impacting my account, or whether the team reviewing case 12670293722 can investigate further?

I would be grateful for any guidance or assistance.

Thank you.

I wouldn't waste your time, all you will get is responses like below from as high up as escalation, i have been fighting this since March. Do a search, and you will find 30 + posts from other sellers facing the same issue. Amazon won't accept that there is a problem, they are right, we are wrong.

Amazon has already been investigated by the CMA (Competition and Markets Authority) back in 2022 for similar things in regards to buy box/featured offer and made commitments.

This is the type of response I and many others have to deal with. They just wont accept or understand that trying to force you to sell at a price that instantly results in a loss because that price is less than fba fees otherwise you lose the featured offer/buy box, is wrong!

They have even admitted/acknowledged that i am selling at a loss and they seem to think this is fine

""We understand that you remain concerned about the competitive pricing benchmark applied to your listing and the questions you have raised regarding comparator validation, pack quantity differences, and UK market pricing.

We have thoroughly reviewed your case, including the detailed evidence you have provided regarding Amazon's Revenue Calculator showing a negative profit at the suggested competitive price. Your case has been investigated by our specialist pricing team and reviewed by our Leadership Team in accordance with our standard escalation procedures.

As we previously confirmed, your offer is currently not eligible for Featured Offer status because the price is not competitive based on prices we have recently observed at other reputable retailers. While we acknowledge your concerns about how this benchmark is calculated and whether it accurately reflects the UK marketplace for your 100-piece pack product, our investigation has determined that the competitive pricing benchmark is being applied correctly based on our current pricing policies and the data available from reputable retailers.

We recognize that this is not the outcome you were hoping for. However, sellers are responsible for setting their own prices in Amazon's store, and Amazon determines which offers to feature based on multiple factors, including price competitiveness. While we do not require you to match any specific price, offers that are not competitively priced may not be eligible for Featured Offer status.

This represents the conclusion of our investigation into this matter. We are unable to provide further escalation or additional review beyond what has already been completed by our specialist pricing team and Leadership Team.

We appreciate your understanding and thank you for selling with Amazon.""