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This issue has not gone away, and it’s causing constant stock and financial losses for us—and many other sellers too, from what I can see across the forums.

Amazon is still marking orders as “lost in transit” and reimbursing customers, even when the customer has actually received the item. Some honest buyers are even taking the time to message us:

"I have received the item but it says it's been lost."

"Just wanted to let you know that I received the seeds, thank you."

These customers didn’t need to contact us—but they did. Why? Because they were surprised that Amazon claimed the package hadn’t arrived. And meanwhile, we as sellers get hit: our stock is deducted, the order marked as “lost”, and we're not paid.

This creates a toxic environment. We're being conditioned to view all buyers with suspicion—wondering if they’re trying to game the system. That’s not how good customer relationships are built. We want to trust our customers, but this situation is making it increasingly difficult. It leaves a bitter taste and pushes sellers toward treating every order as a potential scam. We have to save all

We only sell chilli, tomato and sunflower seeds, and when we first started on Amazon, we used to go the extra mile—sending customers freebies with their orders, hoping to build trust, earn great reviews, and share the joy of growing. But now? We’ve had to stop all of that. With so many unjustified refunds and losses, we now only send exactly what was ordered—nothing more, nothing less. That generosity has been stripped away because Amazon’s system has made it too risky to trust.

To make matters worse, we use Royal Mail 1st and 2nd Class Letter services, which are untracked, as allowed under Amazon’s guidelines for low-value, lightweight items. But here’s the absurd part: Amazon cannot track these shipments—yet they’re somehow notifying customers that the item is “lost”.

How can Amazon determine that a parcel is lost on a service that has no tracking data?

This kind of automated assumption is fuelling unnecessary refunds, stock loss, and seller frustration. Amazon is essentially undermining its own sellers based on zero evidence.

And on top of that, we now have to manually save every Royal Mail label outside of Amazon, because Amazon deletes them after 30 days. If a claim is raised later, we’re left with no proof unless we’ve downloaded and stored it ourselves. That’s a significant, time-consuming admin burden just to defend ourselves from a flawed system.

We’ve flagged this repeatedly, and it’s clearly not an isolated issue. See previous threads:

Original discussion here

https://sellercentral.amazon.co.uk/seller-forums/discussions/t/42c7dee7-231f-442f-9179-8813b57c6944

https://sellercentral.amazon.co.uk/seller-forums/discussions/t/a4542784-a28e-4866-a6f3-c575b40d31f9

https://sellercentral.amazon.co.uk/seller-forums/discussions/t/96f65b2a-63fb-43b6-8a9b-d2530dd1d61b

https://sellercentral.amazon.co.uk/seller-forums/discussions/t/c28eed23-2ee3-493d-acb8-08bd927c1534

This affects customer trust, seller trust, and shows a serious flaw in how Amazon handles logistics and order tracking.

We need Amazon to:

Investigate how and why these orders are marked as lost.

Review the tracking and reconciliation process.

Stop reimbursing customers for items they have received unless there’s clear evidence of non-delivery.

Provide sellers with better protection and compensation for lost stock.

Real numbers from our business

On our own webshop, using Royal Mail 2nd-Class Large Letter, our non-delivery rate is around 1 in 2,000 orders (0.05%).

On Amazon FBM, using the exact same postage, our non-delivery rate jumps to around 1 in 75 orders (1.3%).

That’s a 26× higher “lost” rate on Amazon—clearly driven by Amazon’s own messaging to customers, encouraging them to believe items are missing when they’re not.

I have started a new thread re. this issue again, as have just received yet another listing deactivation for 'potential high pricing'. Absolutely ridiculous deactivation. My item (a book) is priced at £24.95 in 'Very Good' condition (it actually is almost like new, but I do always try and describe accurately), yet there is one listed as just 'Good' for £71.64 ! Admittedly that one is listed as Collectible , so these do not get deactivated, but there is really nothing collectible about it ! - they have obviously just listed it as such so they can list at a high price. This makes me SO angry.

Hi

We have a customer who is having issues with QR Codes for a Return

We have asked Amazon support to look into this Twice, but have received reply that it has been passed on to the relevant team and we have had no update.

The buyer messages us to provide a different QR Code or Return Label

They have also left us Negative Feedback for this issue.

Where do i stand and how do i rectify this issue

Hi Everyone,

I was wondering if anyone else has encountered this. We have maybe 1-2 tickets like this a week. To my knowledge, is there no way for us to redo an Evri return QR code? This has to be done by Amazon itself. If so, why is Amazon's customer service team forwarding complaints they should be dealing with to sellers??

Is anyone able to shine some light? Maybe we are just missing something here, where we can reprocess these QR codes?

Example AMZ message below!

We have just had an A-Z granted in favour of the buyer. The buyer cited the reason for not being delivered, but clear photographic evidence provided by DPD shows delivered. I am at a loss for words as to why Amazon refund the buyer without looking at the tracking. DPD is certainly one of the better carriers for viewing delivery and tracking information. On appeal, at this moment we are advised that Amazon have upheld their decision as we did not provide sufficient evidence!

We provided a written summary of events and screenshots of full buyer messaging, photographic proof of delivery and an email between us and DPD confirming the delivery was correct.

If anyone at AMAZON is viewing this, please reach out to us. I seriously feel quite stressed when we act correctly and get treated like this, not just from the buyer but also by Amazon.

Hi, I have a yellow Reactivate your account” button in performance dashboard that takes me to my business information page. At the top of this page there is a green banner and tick which says Verification Completed Successfully. (my account is still deactivated at this point )So I have no idea what is wrong or what I need to do to correct this? i have tried email to seller central help but all i get is a generic response

Hello,

This email address is not the correct channel to submit an appeal. Please follow the instructions below to resubmit your appeal to the correct channel.

If you are appealing an action taken on your account, please submit your appeal by clicking the “Reactivate your account” button in Account Health (https://sellercentral.amazon.com/performance/dashboard). If you want to submit additional information, click on the “View appeal” button and submit additional information as requested.

So I do not see a “View appeal” button anywhere so I cant do anything i am stuck in a loop!!!!!

I have also emailed kyc (daily) but get no response from them!!!!! I need help as this has benn ongoing for about 2 weeks now.

Here is one for you sellers.

I ship NDD with DHL express. I was left a 1 star review after a DHL tried to deliver and the customer was not home so there parcel is on hold.

This is due to there mobile phone number being incorrect and DHL not being able to contact them. This is the only way DHL have of contacting them as Amazon do not give out their email address .

As such they contacted my customer asking how there delivery was and to leave feedback. The customer left a 1 star rating saying they had not received their parcel yet .

Luckily I have managed to contact the customer and inform them there mobile number is wrong and delivery has been attempted 3 times .

Amazon really need more competition as they are so bad for sellers

This week I had an A-Z deliberation made against me for the non-delivery of an item. The explanation included the comment that there was no proof of either dispatch or delivery. Oddly enough, the Postage was purchased via Amazon, the dispatch confirmed by the Post Office (with receipt) the delivery secured two days after posting (and confirmed by the Royal Mail). Despite this, the 'recipient' claims a non-delivery and Amazon have awarded full reimbursement. Any ideas

A-z has been granted because we did not respond to a return request.

However - The return request was auto authorized .. Theres no action for us to complete.

The customer did not send the goods back and then opened an A-z without returning the goods despite being allowed to return the item. We want our item back or a refund as we have done nothing wrong.

Obviously this was rejected by the A-Z Robot - even on appeal

403-9259645-6187534

Help would be appreciated

@Seller_TSXM2A5nxWSuH@Seller_DNQGSsdC7DccM