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Seller_WIFV02H2XUFgS
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Share Your Topics for the Next 'Ask Amazon' Session!
by Seller_WIFV02H2XUFgS
Amazon replied

Hey Sellers,

We’re excited to work alongside you and want to make sure we’re covering what matters most to you.

What topics would you like to see in an upcoming "Ask Amazon" session?

We’re here to help and would love to focus on your biggest questions and concerns.

Drop as many ideas as you have — we’re all ears! 👂

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Consumer Chemicals and Containers - SOR/2001-269 (Consumer Chemicals and Containers Regulations, 2001)
by Seller_iOEi1LalT9sSL
Amazon replied

We are trying to submit lab reports for the SOR/2001-269 (Consumer Chemicals and Containers Regulations, 2001) regulations in Canada.

We've generated the lab tests through an ISO-accredited lab. The reports are signed, and the documents clearly state that they comply with the regulations. The report has the ASIN listed, product code, etc.

Every time we submit it, we get an auto reply: "The report is missing or invalid." Along with the auto-generated reply email:

"Amazon's listing policies require Consumer Chemicals and containers to be certified. In order to sell Consumer Chemicals and containers on Amazon, you must apply and submit the following:

- SOR/2001-269 (Consumer Chemicals and Containers Regulations, 2001)"

We would love to comply with any and all regulations, but it makes it challenging if not impossible to do so, when there is no feedback as to what you are doing wrong, or how to remedy this.

Has anyone resolved this? What are we missing, or what has worked for others to get this resolved?

@Seller_WIFV02H2XUFgS @Seller_SBIjJooGeXSQ6

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A-Z Canada Post may be on strike, so give me my money back, even if the package has been delivered.
by Seller_1wFnPuGTKNX8x

I've been getting a lot of emails lately citing a possible strike in Canada and asking for full refunds, I checked the orders and every single one of the logistics has been delivered.

This is really, really bad because the last time Canada Post went on strike, a lot of customers got free products. Now they want to continue this. I checked the orders and all of them have been delivered and the customer applied for an A-Z immediately after delivery.

I know the customer filed an A-Z as long as the reason was that the package was not delivered and I would have been robbed of my money with no fairness whatsoever. Because a customer can place repeat orders and then repeat refunds, the report buttons are for show, they do nothing.

Amazon should have a blackout button, once a merchant blacks out a customer, that customer will not be allowed to buy from the merchant's store. I'm really fed up with the fact that a person can repeatedly ask for free products and there is no penalty.

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My listing is suspended because product safety won't accept the testing results from United States Amazon accredited testing lab!
by Seller_4TIQDwQyIMW84

1. My product was a general household food container and is not baby/toddler feeding specific.

2. Have been selling the same ASIN 3 years in US marketplace and almost 2 years in Canada marketplace and suddenly have this compliance issue.

3. I have submitted the food safety lab testing results obtained from Amazon accredited lab, but Canada product compliance department said they are not acceptable since the "code" for lead is different for Canada. How come a US product testing result is not recognized by Canada regulation when the testing materials are literally the same, just have different coding based on different country.

The product compliance team in the US already is super painful to deal with, I didn't realized that Canadian team also does not read thoroughly on each case!

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Request for removal of a negative Amazon review due to product issues caused by FBA delivery.
by Seller_odcRxxAxQZZAd
Amazon replied

Dear Amazon Community Support,

We sell products on Amazon and always strive to provide our customers with high-quality goods and a great shopping experience. However, we recently received a negative review from a customer describing a product that was unusable out of the box and had serious contamination and clogging issues.

This customer's order was delivered via Fulfillment by Amazon (FBA), so we as the seller have no direct control over the warehousing and delivery process of the product. However, the product received by this customer was clearly not a brand new item, but a used or damaged one, which seriously affected our brand reputation and misled other potential buyers.

Review Details

ASIN: ‎B0B461L34Z

Marketplace: Amazon Canada

Amazon Case ID: 17734741911

Review: “UnusableItem did not work out of the box. It was filthy and filters were clogged. It was literally disgusting as pictures will show.”

Impact of Review: This review not only affects the sale of the product, but may also mislead other buyers into falsely believing that there is a problem with the quality of our products, when in fact it may be due to an error in the FBA warehouse.

Grounds for Complaint.

According to Amazon's review policy, buyer reviews should be based on the quality of the product itself and the experience of using it, not on logistics or warehousing issues. However, this customer's review clearly relates to an error in FBA delivery rather than a quality issue with the product itself. Therefore, we believe that the review does not comply with Amazon's review policy and request that Amazon review and remove the review.

Supporting Evidence

FBA delivery responsibility: the order was delivered by Amazon FBA, and the seller had no control over the warehousing and shipping process of the product.

Products should be brand new: We always make sure that all products shipped to FBA warehouse are brand new and unused items, used or damaged products received by the customer may be due to the error of FBA warehouse.

Misleading Review: This review may mislead other buyers into believing that there is a problem with the quality of our products, when in fact it may be due to an error in the FBA warehouse.

Request for Processing

We kindly ask Amazon to review this review and consider removing it to ensure the fairness of the review system and to avoid affecting the seller's product reputation due to FBA delivery errors.

If further information or evidence is required, please feel free to contact us and we are willing to provide relevant order details to assist Amazon in their investigation.

Thank you for your support and help!

@Seller_WIFV02H2XUFgS

1 vote
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Seller_gxPoTTk9WH5E4
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Account deactivated for a while. Need help from a MOD please. Seems like I'm getting bot replies.
by Seller_gxPoTTk9WH5E4

HI Everyone,

Our seller account has been deactivated for a while now. At this point, it seems like we're just getting bot replies and no internal team is reviewing our case.

Long story short, we are seasoned supplements brand owners. We own and operate multiple brands in Canada on both amazon and outside of amazon.

Anyway, we got a deactivation because one of our new employees listed our new ASIN using a NPN from our different SKU that was already listed at the time and from the same brand. Our employees use image templates to copy designs for new ASINs within the same brand, and they copied over the NPN as well and submitted the new listing. Anyway, I don't think our account was deactivated for that. The reason being, we got a request from amazon to provide evidence that this was not an attempt to evade detection. So we explained to them how we provide image templates to all of our employees when creating new listings, and they mistakenly copied over the NPN from the template as well. So then they accepted that "proof" and requested for the images of our templates to to justify the proof. We gave them that, and it seemed like the case died down. But, the issue is, the employee did not correct the NPN on the backend and I believe that is what led to the deactivation.

Long story short, our ASIN is Health Canada licensed, and is not a restricted product. We keep submitting the product license, the Health Canada database screenshot, etc. alongside updated images of the ASIN, and we receive the same generic bot reply. It's been a while now, and we really need help from a mod to kindly request an internal review. This was not even an ASIN that was supposed to be listed in Canada which is so frustrating on our end, but nonetheless, it is a licensed ASIN.

If any mods can kindly help us with an internal review, we would be very grateful as at this point, it's just fast replies to every dispute we submit.

Thanks,

1 vote
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MISSING PACKAGES?
by Seller_mj2QPx5iDaBTF

When the package arrived, not only one buyer claimed right away

" the package showed arrived but he / she didn't see it. would like to get REFUND."

This is not happening on one buyers... many ... especial this year, 2025

Before buyers will contact us if he "really can't see it", they will co-opperate with us. Like contact with the shipping carrier, check the shipping label to confirm the address or try to find out.

But a lot of scammers will just say, can't see it and want the refund.

Question.... Will Amazon stop this situation? Too often and too much time spending on those scammers.

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Invoice Rejection - Chinese Invoice Wanted by Amazon Merchant Team
by Seller_xs5yIXb06NKQk

Hello Amazon Seller Community,

I’m reaching out for guidance regarding an ongoing issue with invoice verification for ASIN B0C****** (U*** S500 Car Battery Jump Starter). Amazon removed this listing due to a "Counterfeit without a test buy" claim, despite no recent sales.

I’ve submitted multiple invoices from my supplier, all of which have been repeatedly rejected by Amazon. Upon speaking with Amazon’s Account Health Support, they specified the invoice must meet the following criteria:

Invoice must be from an authorized distributor or manufacturer.

It must include my business name and address.

Supplier’s name and address must be clearly stated.

Product details and quantities must match listing information.

Purchase date must precede the violation notification.

Payment information must be clearly indicated.

And the invoice includes all the information.

Additionally, Amazon specifically stated that according to Article 29 of the "Implementation Rules of the People's Republic of China on the Administration of Invoices," invoices from Chinese suppliers must be issued in Chinese for verification purposes.

My confusion stems from:

Why Amazon is specifically requesting an invoice in Chinese?

Why previous invoices (in English, containing all requested information except language) are repeatedly rejected?

Is it now standard practice for Amazon to require invoices in Chinese from suppliers based in China?

What do you think about it? Could experienced sellers or those familiar with recent changes clarify this situation? Anyone could help me here?

Thanks in advance for your insights.

Burcin C.

ARAS STORE USA

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Amazon keeps cancelling our removal orders even after they emailed us about "Required removals: First notification" and told us they will dispose the unit after a deadline if we don't remove it
by Seller_jBP4wrDRajiDW

Hello, Can you please help us address the Case 17772187251 and Case 17756700201?

Is Amazon going to dispose our unit(s) at our cost without our permission because they keeps cancelling our removal orders.

Thank you.

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A-to-z Adjustment Issued Without Explanation or Response – Requesting Moderator Escalation
by Seller_1idNlTUpfKbZW
Amazon replied

Hello,

We are reaching out to the community and moderators for assistance regarding an A-to-z Guarantee claim for Order ID: 702-6481210-6309825 that was closed against us without any explanation, despite full compliance with Amazon’s published policies.

We escalated via 2 cases: 17742369111, 17743361831

We Responded to the A-to-z claim around 10 times, we get zero useful information only "We stand by our decision", despite being completely against Amazon's policies.

In summary:

- The buyer returned the item due to a price drop, not a product issue.

- We received the item in used condition, with clear photo documentation.

- In accordance with Amazon’s restocking fee policy sellercentral.amazon.ca/help/hub/reference/G201725780 and amazon.ca/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B, we issued a 50% refund on May 7.

- On May 14, Amazon issued an additional $303.43 refund to the buyer, bringing the total refund to 78% of the item value, despite no defect being reported.

- We received no communication in advance, no opportunity to respond, and no policy justification for the additional refund.

Our attempts to appeal were met with only:

“We understand your position but stand by our decision.”

No explanation. No review of our evidence. No reference to policy.

Our questions:

- What policy allows Amazon to override a valid 50% refund on a used return?

- Why were we not given a chance to respond or present evidence?

- Why was a return for a non-covered reason granted an additional refund without any investigation?

We are requesting that this case be escalated internally and that the $303.43 be reimbursed, as the adjustment has no policy basis and contradicts Amazon’s own return and restocking guidelines.

We are happy to provide the photos of the returned item and screenshots showing both refunds.

Thank you to any moderators or experienced sellers who can assist in getting this escalated properly.

John

@Seller_7I1InA30aApWy @Seller_VLOxBfLBgpoOh @Seller_vtQxROP6UNr1O @Seller_vW3l7M6oLYiHv @Seller_p6OFPTiQ65IG6 @Seller_WIFV02H2XUFgS @Seller_Udi0JNbTrsmUV

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2 replies
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Seller_CohitUn8bl15n
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Reviews disappeared
by Seller_CohitUn8bl15n

Several of my reviews recently disappeared.

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