Welcome to Seller Forums

Order ID #701-6300880-5905840

"The buyer initially planned to claim the item was not received in order to obtain a refund."

The buyer received the package on March 17, 2025. Delivery confirmation included a signature that matched the buyer’s last name.

However, three hours later, the buyer claimed that the package was not received. After some messaging back and forth, the buyer stated: “No one was at home. I don’t know who took the package.” We advised the buyer to check with housemates or family members, since the signature matched their last name. The buyer responded that they would look into it and contact us later. However, within minutes, they escalated the issue to Amazon customer service with the reason: “Customer didn’t receive the package. Please issue a refund for the item.”

We responded by stating that if the package was truly signed for by an unknown person, the next step would be to report the incident to the police. Shortly afterward, the buyer informed us that they had located the package.

Two weeks later, we received another message through Amazon customer service. This time, the reason was: “Customer did not like the product quality and stated the item was not as described. Please help the customer with the return shipping fees.” As an Amazon seller, we take pride in the quality of all products we offer. The item in question matches the description and images listed on our storefront. We advised the buyer to initiate a return through the proper Amazon process and follow the return policy. However, the buyer refused to pay the return shipping costs and also don't want to lose the restocking fee. It became apparent that the buyer did not intend to complete the transaction in good faith and was attempting to receive a refund while keeping the item. Eventually, the buyer filed an A-to-Z Guarantee claim and changed the reason again—this time claiming the product was "damaged."

** feel free to see the message between the seller and the buyer**

@Seller_vtQxROP6UNr1O

@Seller_WIFV02H2XUFgS

@Seller_p6OFPTiQ65IG6

Order Id :702-4633329-9957820

Customer order 2 items, one was delivered on time and 2nd not received, Customer made A-Z for the note received, Amazon gave full refund,

we appealed and provided proof of delivery of the first item delivered on the 24th of March much before the delivery by date,

A-Z denied and said the following

again bogus Amazon A-Z system

Moderator reverse this please

discussion.I have input my HST number and was under the impression that my invoices would now show that the Marketplace sales tax was no longer being withheld but remitted to me to remit to the proper authorities. (CRA) I am a Canadian seller in Canada. My invoices show that the Marketplace Tax is still being withheld. What am I missing? I have also noticed I now am also being taxed on Amazon FBA services, seems odd seeing as nothing has really changed aside from me inputting my HST number. Would this not create a competitive advantage for those who do not input their HST number and why are the taxes only now showing up since HST # input. Seems odd since my geographic locale has not changed. Any insight or help is greatly appreciated.

Order 702-0637222-6517032

Package was shipped and delivered on time. Tracking uploaded, everything kosher. Except, customer wasn't home for delivery, so it has been sitting at the Post Office for pick up.

Customer doesn't even dispute any of this. Their comments in the A to Z claim are (verbatim):

• Unable to have it delivered and can’t pick it up so I would like the parcel returned to seller and a refund please! Thanks for your understanding!

Somehow they win this FBA claim.

We fill out FBA claim. There is a new set of fields which allow us to upload Shipping Company, Tracking #, and two other fields (probably ship and delivery date? Can't remember and can't see it now).

Fill those out, which basically explain the claim so my write up was brief. This is a non-claim.

Denied:

We received the tracking information you provided for order 702-0637222-6517032. However, you did not provide the carrier name or it does not show any tracking information on the carrier's website.

Literally nothing in this statement from the A to Z claim is true: I put Canada Post into the box provided by Amazon where it says "Courier". Furthermore, if I did not tell you what courier it is, how could you check whether tracking was loading?

Can someone with a firing neuron please look and have this removed from my account? Please and thank you

I created a removal order for one of my products. I received all units of my product but also received around 300 units of another random product that I have never sold or seen before. After creating a case with seller support, they asked me to send pictures of the product and paperwork. After calling them twice (both times they said they had everything they need, just wait for our team to get back to you with next steps), they have sent me the same boilerplate response a few days later: "we need more information to resolve your case", along with a list of information I've already sent. At this point, I'm tempted to contact the seller of this item myself and let them know I was mistakenly sent their items and if they want them, send me a prepaid shipping label and I'll drop them off at the post office. Has anyone been in this situation?

Hello,

I need advice regarding a repeat counterfeit complaint and its impact on my account health. Here's the timeline:

• March 24, 2025: Received a counterfeit complaint (without test buy) (Complaint ID: 17469045891) shortly after listing the product.
• March 28, 2025: Submitted all requested documentation, including physical and digital receipts from Costco, product photos on Costco shelves, the online listing showing matching item numbers, and time-stamped inventory prep images.
• March 29, 2025: The complaint was cleared, and my listing was reinstated.
• April 1, 2025: Received a second counterfeit complaint (without test buy) (Complaint ID: 17520229981) for the same listing and inventory.

I resubmitted the same documentation. The response I received stated the listing was reinstated, but then contradicted this in the body of the message and requested additional documents (like a letter of authorization).The second complaint is now considered a repeat violation, further harming my account health.

I’ve reached out to the company politely asking for a retraction but received no response. I'm confused as to why these claims are being made repeatedly with no test buy.

Has anyone faced a similar situation with repeat counterfeit complaints, even after the first was cleared? How did you handle this, and what steps can I take to resolve this without further affecting my account?

Thanks for your help.

I was charged 33 CAD instead of 29 CAD for monthly subscription? can you please explain and refund 4 dollar?

I have been experiencing issues with my account for the past week and I am not able to connect with any regarding this. My account health is at 200; however, it is showing that my account is deactivated. When I click "Reactivate your account", it says "You must successfully address all issues below to qualify for account reactivation." When I look at the bottom for the issue, nothing is listed. The page just shows "Violations: 0" and "Target: 0 Issues". How do I get past this? I sent two emails to the support team and this is the response I received "we have closed this case because Amazon has deactivated your account. Refer to your Account Health Dashboard to learn more about the status of your account".

I am not sure If i correctly understood the new policy.

I understood that Pre-orders (warehouse damage, etc) you will be refunded the estimated unit cost.

But for Post orders (customer order claim like customer returned wrong item or missing item). is it the new rule that applies? or it is the old rule that still applies to these cases ?