Hi,

I need guidance because a potential listing violation by another seller cannot reach the correct internal team.

Two ASINs in the same category clearly describe the same item. Even a quick look at the product pages (15 seconds) shows identical branding, manufacturer, packaging, product label, bullet points and specs.

However, the two ASINs sit in different category paths. Because of this mis-categorisation, the Report Abuse system appears to treat them as unrelated items and automatically closes the submission with “no violation identified” within 30 seconds. (I've reported more than 3 times)

Escalating through a case in Seller Support only routes the issue to the ASIN merge / Brand Registry teams, even though I’m not requesting a merge, but reporting a possible catalogue manipulation or integrity issue. (I've opened at least 2 cases)

This creates an automation loop where a valid PDP concern is never reviewed by the team responsible for catalogue integrity.

Is there an alternative escalation path when automated filters prevent proper review?

(Not sharing ASINs or seller names due to forum rules.)

Thanks.

@Seller_XUNeUuvrQDpgP

@Seller_l7Jtck9jxnEA0

Hi

The immediate and unannounced deactivation of a business account with in 15 minutes after sending the email can be financially devastating and incredibly frustrating. When this is coupled with a vague initial reason like Know Your Customer (KYC) compliance, After providing all the evidence now exactly 2 months mysteriously transforms into a reference to a platform's internal "Section 3" without any clear explanation, the user is left in a legal and financial limbo.

We even don't know which policy we have violate and keeping the Account health 1000/1000. How know what Amazon wants from us now. Holding a lot of money and no help at all at this time of the year.

If you have experienced this: Share your story. What was the most frustrating part of the process, and what single piece of information or policy change would have made your situation significantly better?

If you are a legal or compliance professional: What are the key regulatory constraints that prevent platforms from being more transparent about KYC/AML flags, and what is the difference in legal standing between an account flagged for non-compliance (KYC) vs. a policy violation (Section 3)?

Hello Sellers & moderators ,

@Seller_gAhPNiLrkfTcr @Seller_XUNeUuvrQDpgP @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK @Seller_j9Bd91CW3ZVpr @Seller_fgtTzyHQfOM1x @Seller_mIRnuhdx7l5sN @Seller_Huz6FT08OxHAR @Seller_hnDMgUKxMh1V4

We are looking for guidance regarding an A-Z claim that has negatively affected our Order Defect Rate.

I genuinely cannot understand how Amazon can refund a buyer without any proper verification or justification. Amazon claims to protect both buyers and sellers, yet in situations like this, the seller is left completely exposed. We are not a charity shop.

A customer purchases an item for £70, pays £15 postage, then turns around and claims “Package didn't arrive” while also writing “This is damaged, I want to return it please.” These two statements contradict each other, yet Amazon still refunds the full amount directly from the seller’s pocket.

How is this fair? How is this considered “seller protection”? What is the justification for taking money from the seller without proper investigation? We are not in charity business .

This system is clearly being abused, and honest sellers are the ones paying the price. Amazon needs to address this urgently.

Order details:

Delivery estimate: 14–15 October 2025

Customer issue on A-Z claim: “Package didn't arrive”

Claim date: 16 November 2025

Timeline of communication with customer:

14 Oct 2025 – 19:34

Customer emailed: “Hi dear I’m not receive order.” We immediately replied with tracking details showing delivery with signature.

16 Oct 2025 – 10:00

Customer replied: “I find in concierge thank u.” This clearly confirms the parcel was received.

Afterwards:

We received no return request and no returned item.

16 Nov 2025. Customer filed an A-Z claim, stating again “Package didn't arrive” and “This damage I want to return plz thank u.”

Amazon then refunded the buyer and the case impacted our ODR, despite:

Buyer confirming delivery in writing ; No return being requested through Amazon ' No item returned

Tracking showing delivered with signature

We are unsure why this A-Z was granted when the delivery was confirmed by both signature and customer’s own message.

Has anyone had a similar situation? Is there any luck to appeal or request a review of this A-Z claim, considering the customer clearly acknowledged receipt?

Any advice from experienced sellers or moderators would be greatly appreciated.

Kind regards,

Smart Fashion

Probably had problems in that mail centre long before that. I sent an order 2nd Class to a nearly address on the 3rd of November that took 15 days to arrive, and it's replacement was also well overdue (8 days)

Thank you for your input.

As far as we are aware we are acting within Amazons marketplace returns policies, and always have.

Seller_IQo80d99W2DzP

just say Amazon Terms only offer a pre-paid return postage label

Amazon don't always offer automated return parcels for large appliances which is more often than not the case in the category of goods we sell in, in this case, the appliances dimensions were within Amazons limits, and the return label was offered by Amazon with Evri. We however, don't use Evri, and if we are to book in a collection with a courier service we would use one that we are familiar with, as they are a) much quicker, and b) result in a much lower damage on delivery than other options. Not to say that labels generated by Amazon via Evri are overruled by our courier option, as most will be happy to drop the box off at an access point, and we have had successful returns this way, albeit slightly delayed. We would only rebook collections using our courier if prompted to collect by the buyer, we always offer more than one return method and include a link to Amazons return policies.

We are well within our right to deduct our cost, which is £15 (sometimes £50 for 2 man items in excess of 1.3m in length), from the refund to cover the standard costs of collection (and return postage) from the item, again, this is not with Evri, this is with our own choice of courier.

The buyer is free to act as they please of course, however we are not to foot the bill for carelessness in the case of buyers remorse, especially when the dimensions of the appliance are on the listing in multiple places, measured to the millimetre, if it were a pair of socks that weighed in at about 100 grams, sure, £15 is overkill, however a near 30kg hunk of metal in a box is not cheap to transport, no matter how you look at it.

We always provide the proof of dimensions in A-Z logs, however this does not always tip the scales in favour.