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

Hi everyone,

I've been working with Amazon for nearly 7 years, and I’ve never seen anything like what’s been happening over the past five months.

Recently, Amazon has begun granting A-to-z Guarantee claims automatically for nearly every customer return request — without first contacting us sellers or reviewing our responses. In many of these cases, the customer selects a vague return reason such as “Incompatible or not useful.” We promptly accept the return and begin the return process according to Amazon’s policy, yet Amazon still opens an A-to-z claim and issues a full refund to the customer without even giving us a chance to respond or investigate.

This is happening daily, and we are suffering serious financial losses. What’s worse — appeals are not being accepted in most cases, and Seller Support provides no meaningful assistance or clarity. This undermines fair resolution procedures and puts all the burden on the seller, even when we fully comply with Amazon's return policy and timelines.

We’re being penalized and losing money even when:

We respond to return requests within 24 hours.

Items are returned in used condition or not returned at all.

No buyer-seller communication is allowed before the refund is issued.

We have valid tracking and fulfillment confirmation.

This not only violates the principles outlined in Amazon’s own A-to-z policy, but also makes continuing to sell here increasingly unprofitable and unsustainable.

Is anyone else facing this? Have you found any effective way to escalate these cases or get meaningful support?

Would love to hear your experiences and if you’ve found any workaround to protect your account and margins from this type of claim abuse.

Thanks in advance,

Az claims refunded a customer whos issue was that UPS did not update the tracking on time due to customs... The item was delivered and they refuse tl reimburse... In his communication with me, that I provided, he just said 'Tracking has not updated'. He never reached out to me either.

I appealed and they keep saying they will uphold the decision. The customer is now with product and with a refund and I don't know why they refuse to reimburse... This is nor right...

I had a return to fba warehouse for an item that sold for $130. The return reason was customer damaged. Now I thought we would have the opportunity to get the item sent back to us boy were we wrong. Support said staff determined the item was unsellable and destroyed it, they destroyed it with asking me my permission or giving me the opportunity to receive it back. I should be reimbursed for the value of this item I have been back and forth with support and that has only made me madder. Amazon said it is not there responsibility but they accepted the return, inspected the item, fully refunded customer even though item was damaged by customer, and then they destroyed the item if that is not reasonability then I do not know! I am ready to take legal actions! @Seller_WIFV02H2XUFgS@Seller_vW3l7M6oLYiHv@Seller_7I1InA30aApWy

I have NOT issued refund of 441.21 CAD which amount to 20% restocking fee.

Buyer opened A-to-z case, three times and all closed in seller's favor. April 7, April 8 and April 14th.

However on May 17th, Amazon arbitrarily issued remaining refund of 441.21 CAD without A-to-z case being re-opened and deprived seller of any opportunity to represent the case.

How is that Amazon can issue refund on its whim without A-to-z case being opened?