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Ive had a massive security breach with my present bank of 20yrs (Santander) they have allowed 12 payments all go out over 3 days fraudulently totalling over £3500 Ive been refunded toady while they "investigate" but clearly their Realtime security and geographical systems didnt trigger a stop and I only logged in after getting a fraudulent scam text otherwise Id still be here oblivious and no doubt more payments going out - - overnight done alot of research.. In my research with AI for an alternative Free business bank Ive whittled it down to Starling (modern tech) or Mettle (Free accounting software as MTD comes in for me next year) - AI told me that Amazon wont accept old Mettle e-money accounts but will accept new ones - so not sure about this - Anyone using Mettle on Amazon to confirm this?

My other alternative is to leave my Santander account just accepting Amazon deposits and Ill transfer them out to my new account as Im honestly worried about falling into verification etc - Anyone changed their bank account on Amazon trouble free?

Hello fellow sellers and Amazon team,

I'm reaching out here as a last resort and truly hoping someone from the community or Amazon staff can guide or escalate this issue for me.

Background:

One of my products was wrongly marked as stranded due to a Patent Infringement claim in April 2025. We believe this is an error, and we submitted all the required documentation to Amazon. The evaluation is still in progress even after more than 80 days. Meanwhile, Amazon's policy states that stranded inventory is disposed of after 90 days.

To avoid losing our goods, we opted to remove and return the items to our 3PL warehouse in the UK using the standard removal process. The return order was successfully created, and six shipments were generated with nine tracking numbers.

However, only one of the shipments (containing 2 units) has been delivered. The remaining shipments (covering 255 units) are missing. When I checked the tracking links provided by Amazon, hey display the following message:

"Currently, we are not able to provide the trackin details. We can’t locate shipments if we haven’t received information from the shipper yet, or if the parcel information is older than 120 days."

Issues Faced:

1. I contacted Seller Support, but they informed me they cannot assist further because the ASIN is still in stranded status.
2. This seems highly unfair since the only reason we removed the units was because they were stranded. If the product had been active, we wouldn't have had to take this step.
3. I suspect wrong tracking details were assigned to the shipments - why else would all but one tracking number be untraceable?
4. I’ve confirmed with our 3PL warehouse, and none of the other units have been received, except the 2 in the one delivered shipment.

What I need:

• Proper and valid tracking information for all removal shipments.

• Clarification on how Amazon ensures accuracy in shipment tracking for removals, especially in stranded cases.

• Escalation or guidance on how to retrieve or locate my missing inventory.

• Assurance this doesn't happen again for other sellers in a similar situation.

Final Thought:

This is a serious issue not only from a financial standpoint but also in terms of trust and reliability in Amazon’s fulfillment and removal system. I truly hope someone here can point me in the right direction or help escalate this to someone who can investigate properly.

Thank you in advance for reading and supporting. 🙏

Another buyer that doesn't read the item, then requests a return, and Amazon automatically refund immediately - without it being zapped by the Post Office (impossible on a Sunday!). She claims she thought this was a CD, and can't play vinyl. It'll be interesting to see if I actually get the item back.

https://www.amazon.co.uk/gp/product/B00AWZUDK0

How long are we expected to wait for a reply from Amazon?

I submitted a standard request - to list a product manufactured by a third party under my brand - with all the required documentation over 2 weeks ago. It is still showing as “pending a response from Amazon”. In the meantime I am losing sales!

I am the end of my tether with Amazon, support is the worst I could possibly imagine. Cut and paste replies, submit appeals done to the best of my knowledge.

My account was deactivated 6am on Tuesday, because they said I had another selling account. I consulted by phone, and said this is incorrect, they are adamant. Fast forward a bit, apparently it is Amazon Pay that they detected. For a website when Amazon Pay was still rather new, I attempted integration with the website, and email is different as obviously for an external website it is separate from Amazon orders. It never worked, so there was no need to verify or add payment. One agent has seen "that the account has never completed KYC Verification process since 2016-08-18". I have been told to appeal, which I am constantly doing. I have the following, but then the support throws a curveball and adds another new one ??!!

- Provide a detailed explanation about the Amazon Pay account relationship.

- Include the timeline of events regarding the Amazon Pay account.

- Include the Amazon Pay case ID and details about the account closure process.

- Provide any documentation showing that the Amazon Pay account was never verified or used.

This one they added randomly, which is the first time they say!!

-- Clear explanation of any shared business elements between the accounts

So I have explained I never used, its never verified. Timeline is similar, and that suddenly they have detected a disabled account. Two agents have also said that it was disabled a long time ago, they sounded confused as they read the system notification.

I included the Amazon Pay Case reference, and explained it is awaiting internal closure.

I mentioned the case reference, the agent says it was never verified. The question being OR , I do not need to show use obviosuly as no verification took place so no orders could be taken via Amazon PAy integration.

But I have gone back to Amazon Pay for the past couple of hours and since Tuesday, to ask for some 'documentation'. I get multiple agents saying this -

"Unfortunately I am not skilled in Amazon Pay account related issues." ( I am simply asking for them to even at least screenshot where it says not verified since 2016, and even just to get the report from repository that shows no sales / orders)

"The team that handles your request doesn't support chat. Please expect a reply from them via email within the next 24 hours."

Which I said is not true, as I Spoke to one really helpful agent on live chat yesterday for first time about my account. So for a whole week, the hours trying only one person is qualified to do their job?

You cannot make this up. I am currently asking for escalation and help from management on the Seller Support case. I am not holding my breath. Nobody cares that my business is not trading, and now disbursement is delayed as a result. I am treated like a criminal simply because 'machine learning' detected another account. Nobody bothered to check it was defunct.

What has confused Amazon Pay further, some of the agents anyway, is that Amazon Seller Support guy on phone asked me to add a payment card to help verification on the Amazon PAy account I never used 9 years ago. Sounded like he was reading a script or instructions, as it took a long time between each step. So some of the agents are reading now that my Amazon Pay is not verified, in fact I just got this email-

"Upon checking, I will need to forward this case to verification team. Once I transfer this case it will show as resolved in Seller Central as the seller verification team uses a different communication system. Please be assured that our verification team will be reviewing your issue and will contact you directly."

But the only person in a whole week who actually seemed to know what they were doing said this-

"So we will inform the internal team to close the one under email address: ***removed****"

I do not know what is going on?! Is anybody from Amazon reading this able to assist at all please? The support so far, apart from one agent at each department have been helpful. But then the other agents contradict everything said by them. This since Tuesday, I am so angry and frustrated, the support are getting paid but I am not due to some incompetence.

Hi fellow sellers,

I’m reaching out because like many of you, I’ve reached a breaking point with the way small businesses are treated by Amazon’s A-to-Z claims system and the lack of accountability from couriers like Evri.

Over the past few months, I’ve dealt with multiple cases where:

Buyers falsely claimed parcels weren’t delivered (despite GPS, signatures, or photographic evidence).

Amazon sided with the buyer automatically, refunding them without properly reviewing the evidence.

Couriers like Evri marked parcels as delivered or left them in insecure places, then refused to take responsibility.

Seller appeals were ignored or denied with copy-paste responses.

The only option left was to take court action just to recover the cost of lost goods and unfair refunds.

And I know I’m far from alone — I’ve seen hundreds if not thousands of similar stories here in the forums, across TikTok Shop discussions, Reddit, and Facebook seller groups.

Enough is enough.

I’ve now written a formal letter to:

My local MP

The Department for Business and Trade

The Competition and Markets Authority (CMA)

And I’m reaching out to the Federation of Small Businesses (FSB)

📢 What I’m Asking:

We need legal reform to:

Hold platforms like Amazon accountable when they dismiss seller evidence.

Introduce independent dispute resolution, not just biased internal appeal systems.

Regulate courier services like Evri when they repeatedly fail to deliver properly.

Protect sellers from fraudulent buyers with a clear record of abuse.

Make platforms share liability — instead of pushing all the risk onto sellers.

👉 If you’ve experienced similar issues, I strongly encourage you to write to your MP and government departments too. The more of us speak up, the more likely we’ll see change.

Let’s stop suffering in silence. We built our businesses with hard work — we deserve protection, not punishment.

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?

Hi @Seller_gAhPNiLrkfTcr

Looking for some advice or insights from fellow sellers here.

I recently had an A-to-Z Guarantee claim granted against us, and I'm honestly baffled by the outcome. The customer claimed they didn’t receive the item, but we provided everything Amazon usually asks for, including:

Full Yodel tracking number

Proof of Delivery (POD) showing the parcel was delivered to the correct address

A clear scan location confirming delivery

Timestamped scan showing successful delivery at the customer’s doorstep

Customer hasn’t returned the item or provided any counter-proof

Despite this, Amazon still granted the refund to the buyer.

We’ve done our part as a seller — shipped on time, tracked, and delivered as confirmed by Yodel. The POD even includes photographic or signature evidence (depending on the delivery), and yet, here we are with a loss on both the item and the shipping.

Has anyone experienced something similar?Is it worth escalating this further, or is this just something we have to chalk up to the cost of doing business on Amazon?

Appreciate any input. We’re all for great customer service, but when third-party verified delivery is ignored, it feels like sellers are left exposed.

Hello everyone,

RIght before Prime Day our SFP was suspended because Royal Mail has delivered 96.30% instead of 99% of our shipment. The support asked us to provide plan of action by asking Royal Mail for the reason which we did and the PoA was accepted. Although it was accepted our PRIME has never been reinstated. We missed Prime day and for the last 3 weeks we have missed so many sales and lost ranking on all our listings. After opening several cases and asking the support they still say that the SFP is active which is just not true and although we have provided them with proofs showing its suspended there is NO support coming from Amazon :(