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Just noticed on a recent disbursement 16/06/2025 - 30/06/2025 that it was massively incorrect. The "sales" figure was 2/3 less than it should have been, upon further investigation by downloading the transaction report that Amazon have missed out our sales between 18/06/2025 - 24/06/2025 which would explain the massive discrepancy. Customer service is being useless as usual, has anyone else experienced this or know how to get amazon to do something about? We are talking about £10,000's!

New update notified today regarding a major change in the safe-t reimbursement policy,

we often have customers return software products with broken seals or compromised serial activation code numbers - it would seem these are no longer covered when a customer says change-of-mind yet returns a obviously used product.

additionally a number of customers have recently just affixed a returns label directly to a product box (even video games!) - and put it into the post. these would now not be covered as "damaged packaging" is now being excluded - yet these products often returned as "bought in error" "no longer wanted" cannot be resold.

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amazon message reads

Hello,

Effective from August 1, 2025, the SAFE-T reimbursement policy for Easy Ship, Self-Ship and Seller Flex orders will be updated to be in line with industry standards and to ensure that damage claims are processed accurately.

With this change, we will no longer process SAFE-T reimbursement claims for the following return reasons:

• Product primary packaging or box damage

• Broken or open seals

To avoid unapproved claims, we recommend that you do the following:

• Ensure that items are securely packed for shipping.

• Submit claims only for product damage or other eligible issues.

• Include clear photos when documenting return conditions.

To view the updated policy, go to SAFE-T Policy for Easy Ship, Self-Ship and Seller Flex orders: Terms and Conditions.

The Amazon Services team

Dear Fellow Sellers,

I am reaching out to the community today feeling incredibly frustrated and hoping to hear if anyone has experienced a similar situation or can offer advice. I'm currently stuck in a loop with Seller Support over a reimbursement issue for a customer return, and the conflicting advice is costing me money.

Here's the scenario:

1. Original Issue: For Order ID 202-1433992-3262734, a customer initiated a return for 3 units, but only returned 2 of those units. They still expected a full refund.

2. My First Contact with Seller Support - I contacted Amazon Seller Support via email (on July 14, 2025) to ask how to handle the refund, as a unit was missing. The representative, explicitly advised me: "If the buyer fails to return the complete items, kindly process a full refund to the customer and file a Safe T claim."

3. My Action: Trusting this direct instruction, I proceeded to issue a full refund to the customer for the order.

Attempting SAFE-T Claim: Immediately after issuing the refund, I went to file a SAFE-T claim for the missing third unit, as instructed. However, the system presented this message: "This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement."

4. Subsequent Contact with Seller Support (email & chat, multiple times): I then contacted Seller Support again, explaining the direct contradiction between their initial advice and the system's response. I've sent emails and engaged in two separate chat sessions (16th & 17th of July). In all these interactions:

They repeatedly explain the policy that I issued a Standard Refund, making it ineligible for SAFE-T.

They consistently refuse to acknowledge that their own previous advice directly led me to issue that "Standard Refund."

They have point-blank refused to escalate my case to a supervisor, often pausing the chat indefinitely or simply repeating policy. It feels as though they are actively avoiding taking responsibility or escalating.

5. The Problem: I followed specific instructions from Seller Support, which directly led me to a situation where I am now ineligible for reimbursement for a missing item. I am out the cost of one unit due to conflicting and, frankly, incorrect guidance from Amazon's own support staff. The current support staff are refusing to acknowledge the prior advice or escalate the issue.

My Questions to the Community:

Has anyone else experienced Seller Support providing advice that, when followed, makes you ineligible for a claim/reimbursement?

How did you manage to get this kind of issue resolved when support agents refuse to acknowledge their own conflicting advice or escalate?

Are there specific keywords, phrases, or methods that have helped you get an escalation through chat or email in similar situations?

What was your ultimate resolution, or did you simply have to absorb the loss?

This is incredibly frustrating, especially when trying to operate in good faith. Any advice or shared experiences would be greatly appreciated.

Thank you for your time.

just heads up just returned from the local post offce and they say the post office system is down countrywide.....

Hi guys,

Just want to share this with you.

It happened to me today for the very first time, and it was quite obvious, but some scammers (thieves?) may try it.

Regards,

Thomas.

How do I find my 'Brand registration dashboard' and how do I access my transparency codes please? When I try to sign in to brand registry it just takes me in to seller central. I just want to get some more codes.

Hi as you can imagine i am losing my mind.

The buybox has been removed on every single listing i am on even for private label without warning or reason.

Ive gone from 2k a day to less then £100 a day for no reason

Every single metric is perfect. Nothing is above any threshold set by amazon

i need help asap or i will have to go through legal route as this is devistating to my business.

@Seller_hnDMgUKxMh1V4 @Seller_Huz6FT08OxHAR @Seller_DNQGSsdC7DccM @Seller_mIRnuhdx7l5sN @Seller_TSXM2A5nxWSuH

A customer has claimed an FBM item as not received despite the usual proof (Royal Mail Signed For full tracking details and confirmation on Royal Mail website with delivery confirmed).

Amazon's response is to refund the Customer in full from my funds, but because I have proof the customer received the goods I don't get a strike.

As they say, "Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate"

In other words, "we can see that you delivered the item and on time, but the customer wants to keep their purchase and their money so we're just going to take from you and give it back to them."

Do I appeal? They already acknowledge they have evidence the item was delivered, so am I just wasting my time?

We ant to exclude sale to the highlands and NI due to the items being heavy and restricted (Alcohol). Shipping costs make every order non-profitable to these areas.