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

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.

I have suddenly starting getting lots of these in the books category. All asking for invoices with 50 copies of each titles which is obviously NOT going to be possible.

Are Amazon slowly but surely trying to destroy the used books trade?

My ads campaign always had placement ratio of roughly 1% top of search, 50% rest of search and 49% product pages.

As of yesterday, it has changed to 0%, 1% and 99%.

Obviously, product pages ads placements compared to search result ads placements are pretty bad. There have been no sales from my ads yesterday, and that's not surprising, as they do not pop up in search! When I search for my products, they do show up, but never have "Sponsored" and are never top of the line, which they used to be previously.

I created a new campaign for just one product and increased the bid quite a lot (from .19 to .35). That product now advertises as previously (in search and even in top of search).

What happened to my previous campaign? Should I just move my top products to the new campaign and keep the higher bid, while deleting the old campaign?

Please help! :)

@Seller_khUF6HPR2AHxu