Hi everyone!

As new Amazon FBM sellers we are wondering what the best procedure is for handling lost parcels?

We have tracking that hasn't been updated in over a week.

We would like to send out a replacement order to the customer (whilst we try put a claim in with RM) - but aren't sure how to do this?

Can we send replacements via the Amazon Seller system? Or do we cancel/refund the original order?

We would like to avoid anything that damages our account as new sellers and would rather go above and beyond for the customer.

Any advice greatly welcomed

This is beyond unacceptable.

We issued a full refund over 70 days ago, and now the same buyer has somehow managed to open an A-to-Z claim on that already resolved order. The buyer does not have the item, has been returned and refunded in full, and yet Amazon has allowed this claim to proceed. How is this even possible?

This individual has ordered from us twice before and left two negative feedbacks within the very hour of delivery not just the same day, the same hour. We've reported this behaviour repeatedly, flagged it as abusive, and received no meaningful action in return either feedbacks remaining and keep harming my account.

Now, not only is this malicious buyer still active, they are being empowered to exploit the system further opening claims months after resolution. This is a clear breakdown in process and seller protection.

We are expected to meet the highest standards as sellers, yet we’re given zero defence against blatant abuse. Amazon’s failure to close such an obviously invalid claim is a direct threat to seller integrity and business stability.

Customer issue:

Property Damage or Personal Injury Incident

Delivery estimate: 18 February 2025 - 21 February 2025

We demand an explanation:

How is a claim allowed on a refunded order after 70+ days?

What safeguards are in place to prevent this kind of abuse?

Why are repeat offenders not being flagged and restricted?

Enough is enough. This treatment is not just unfair it is harmful. Amazon must be held accountable for failing to protect its sellers from this kind of exploitation.

I have a branded product listed in my inventory and currently only me and Amazon are available in that list. But for some reason Amazon is not providing me a buy box and keep matching my price with its own.

I have checked on multiple other devices then mine and I can see that Amazon is matching my price and also keeping the buy box to itself.

Does anyone know what could be the reason behind it and what to do about it? Because I do not want to drop the price on a level where I only get lose and no profit.

I have made the payment more than 4 days ago I have received email balance paid however my account is still showing this. I have contacted seller support but they are not helping still showing invalid Charge Method why? Please somebody help