Amazon basically say it is the Seller to claim from the courier (Evri/RM).

Evri are a pain, you have to keep nagging them, phone them, eventually, they may pay £20 as long as the item was 1st scanned. Usually £50 of time wasted to get £20 back is the issue.

You can ask Amazon not to issue any pre-paid return postage labels to Buyers (except for SFP).

Then you must issue a label yourself within 48 hours of each return request.

I would Tag a MOD, hopfully, they can resolve the defect agaunst you, as that should not be the case if not showing before the Appeal.

this case is still ongoing, despite talking 50+ amazon consultant no team has clue on how edits works on EU (when local language and translation languages are involved);

It should not be so difficult for amazon to help with basic text update

Case ID going in circles now is 12665379332 (every response from customer service is just proving that someone is playing hit and trial; but it should not be made so difficult for a seller)

Hello everyone,

I've been trying to get my account back for months and I'm running out of ideas. Writing here because I honestly don't know what else to do at this point.

My account was deactivated in February because of an authenticity concern on a cosmetics product. I've been selling on Amazon for about two and a half years, clean record the whole time, no problems before this. I sell cosmetics. I've used the same UK wholesaler since day one.

Before I ever listed the product that caused this, I went through the gating process. Submitted invoices, Amazon checked them, approved me to sell. That same supplier's invoices had also resolved every Account Health complaint I'd had before. Amazon accepted their documents multiple times over the years.

When the deactivation came through I didn't just resubmit the same things. I went further. My supplier contacted their own source above them to get more documentation. That source contacted their source. What I ended up with was a full paper trail going all the way back to the brand owner. Every company in that chain is a registered UK business. The one at the very top has been operating for over 50 years. The one just below the brand owner has been trading since 1990 and won a Queen's Award for Enterprise. I also checked the batch code on the physical product using a cosmetics verification tool. It matched a genuine production date. I sent that too, along with photos of the actual boxes showing the barcode and batch number.

During the review, Amazon contacted my suppliers directly to verify the relationship. Here's what happened though. The contact was sent outside their working hours. Before either supplier could even reply, Amazon had already rejected the submission. Both suppliers have since confirmed everything. Both went straight from the supplier to Amazon. My account is still deactivated.

I've submitted more times than I can keep track of now. Most come back in under an hour. The responses are always the same. They don't say what's wrong with the documents. They don't ask for anything specific. They don't mention anything I actually sent. I've called Account Health several times as well. Every call ends the same way. Submit your documents. I've submitted everything I can think of.

I genuinely don't understand what I'm missing. The whole supply chain is documented. Both suppliers confirmed to Amazon directly. The same invoices got me approved to sell this product before any of this happened. The same invoices cleared my previous complaints. Nothing about how I source or what I submitted has changed.

I'm not asking anyone to just believe me. Everything is on paper. I just need someone to actually read it.

@Emet_Amazon @Simon_Amazon @CR_Amazon @Seller_Support_Moderator. If any of you can help get this in front of someone who can actually look at the case I'd really appreciate it. I've done everything I can from my side.

Case id: 12643266242

Performance notification:

Hello,

We reviewed your submission but cannot reactivate your account due to insufficient supplier documentation.

Why did this happen?

We cannot accept this invoice because:

How do I address this issue?

To reactivate your account, go to your "Account Health" and click "Reactivate My Account" to submit the necessary information.

https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq

Send the following information for the specified items:

Provide supplier invoices or receipts from the past 365 days and before 23/02/2026 for the specified ASINs. Additionally, you may provide a bank or credit card statement that includes the transaction from your submitted invoice. You may also provide import or export documents, such as bills of lading or shipment receipts.

-- These documents must reflect your sales volume over the last 365 days.

-- Include business details for your supplier, including the business name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier's information.

-- You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASINs under review.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. The total allowed attachment size is 10MB.

How do I submit the required information?

To submit this information, follow the instructions in the banner at the top of your "Account Health" page in Seller Central:

https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq

What happens if I do not submit the required information?

If we do not receive the requested information, your account will remain deactivated.

To learn more about this policy, go to "Invoice requirements for appealing a policy violation":

https://sellercentral.amazon.co.uk/help/hub/reference/external/GDQ9K277NYP6WNEW

We're here to help

You can get help submitting your appeal in "Seller Central":

https://sellercentral-europe.amazon.com/gp/help/200370560

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page:

https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq

The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

ASIN:

Thank you, Amazon Invoice Validation Team

Would greatly appreciate some assistance from mods on the below (would be great if someone could tag them in) as I really don't feel like i'm getting the support I need from Amazon seller support:

1: Removing the malicious and retaliatory feedback on this product that has been left by the customer (most important thing now)

2: Any assistance or advise on the open A-Z claim

Order number: 026-6862477-8329137

Seller support case: 12671386822

The customer placed an order for a £249.99 item which was dispatched immediately (MFN). Within approximately two hours of purchase, the customer contacted me stating that her “daughter’s friend had placed the order from her account as a prank” and requested cancellation. This is a clear breach of Amazon's T&Cs in the first place (unauthroised access of an account and placing an order), and has caused me a great deal of overhead, cost and stress.

I advised that the order had already been dispatched and that the appropriate process would be to return the item via Amazon’s returns system in its original, unused condition for a full refund.

The customer subsequently returned the item. Upon receipt, the product was found to be in a clearly used condition and no longer sellable. In line with guidance received from Amazon Seller Support regarding diminished value of returned goods, a 50% partial refund was issued and the condition of the item was documented. I also specifically raised to Amazon seller support that I was concerned about the buyer leaving a false review.

She then went on to open an A-Z claim against me AND left a 1-star review was left containing highly negative and emotionally charged feedback regarding both the product performance and the transaction experience, including references to refund handling and allegations that the product was faulty.

I do not understand why we have to tolerate buyer behaviours like this. In this specific case I do not understand how the customer is allowed to leave feedback when she writes that the order was placed by her daughter's friend as a prank which is clearly a breach of T&Cs, and I am made to put up with the stress, headache and costs of this.

At this point I am not worried as much about the money but I would really like some help in getting this review removed as it is a new product and will cause major damage to my business.

@Seller_kjXDHcJtTU3MNI know this is a couple of weeks old but please don't trust Seller Support saying the refund will be applied automatically.

We sold an item a while back for £6.99 and the customer was refunded around £50. We had to fight for weeks to get this reimbursed. We eventually did but not without consistent hounding of seller support.