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⭐ TODAY: Monday, 30 June 2025, 08:00 - 16:00 ⭐


👋 The Transparency Programme team is here to answer all your questions about protecting your brand from counterfeits, enhancing customer engagement, and gaining supply chain insights!


📢 How Today's Event Works:


  • Our team is actively monitoring this thread from 09:00 to 17:00
  • Post your questions in the comments below
  • We'll answer each question in the order received
  • Browse through previous Q&As - your question might already be answered!

🔍 Key Topics We Can Help With:


  • Brand protection strategies
  • Counterfeit prevention
  • Customer engagement tools
  • Supply chain visibility
  • Programme enrollment
  • Implementation support


💡 New to Transparency? Visit our Transparency programme page for a quick overview while you wait for your answer.


⏰ Event closes at 16:00 today - don't miss your chance to get expert advice!

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is it from the prep category? If so what prep category do I use to get that? The fragile?

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Need urgent help! Product compliance
by Seller_UA072KIWSKrZA
Amazon replied

Dear Amazon,

There are product compliance issue with my product ASIN B07VYHBVPB.

After I submitted the required documents, the case reply has been reviewed and approved, case ID 11190368392 and it also shows "approved" in the compliance record.

However, my product page is still inactive till now, is there anyone can help me? I am really anxious now.

@Seller_XUNeUuvrQDpgP @Seller_z3k8APxGfbQEK @Seller_Huz6FT08OxHAR

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Amazon refunds customer yet parrcel is signed for
by Seller_Cly3S2XbxgEnG

I've had a few expensive A-Z claims recently where the customer claims they haven't received it and Amazon has refunded them.

"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. 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."

Parcel was signed for, Amazon states there's sufficient information, so how on Earth am I supposed to protect myself?

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Amazon keep rejecting appeal
by Seller_iVEwpnodXb70q

Hi

Can anyone help. On the 8th May our seller fulfilled orders were deactivated until we prove delivery of our recent orders. We have had a number of appeals rejected and account specialist are no help either. All of our postage is purchased through amazon buy postage, the items sent as large letters so posted through letter boxes but we do get delivery confirmation on most delivered items . I have provided everything asked of us in our appeal including purchase invoices to show we have stock, stock in FBA also, receipts for our amazon buy postage labels and a spreadsheet with order showing delivery confirmation if available provided by URLs from royal mail. Each appeal has been rejected asking for the info i have provided. We was told once recent orders have been confirmed as delivered they will reinstate our seller fulfilled orders but these orders are delivered and they have proof. After nearly 2 months without any cash flow and after providing all the info im not sure what i can do now.

@Seller_mIRnuhdx7l5sN@Seller_Huz6FT08OxHAR@Seller_j9Bd91CW3ZVpr@Seller_ZyGdB49sb7An4@Seller_XUNeUuvrQDpgP

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Invalid Charge Method
by Seller_bhcL3HHl7d7Kl
Amazon replied

I have an issue with this, I had a notification that 20p had been taken for amazon.ae but we have never sold on there and only sell on the UK.

The card is active and all verified, multiple withdrawals have been taken from the card that is active but the error is still there as below but the card has been charged multiple times

We are not able to charge your account. Assign a valid charge method to restore full access to your seller account.

I also have this error

There was a problem loading the content. Please try again later.

Anyone got an idea what and why this is happening and how to resolve

@Seller_XUNeUuvrQDpgP @Seller_ZyGdB49sb7An4

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Shipment In Limbo / No Movement
by Seller_r1z5k5KqDStfm

Any moderators out there that can give some advice on this please

My shipment was confirmed delivered 27 days ago, but it's been stuck without any updates or progress since then.

I cannot open an investigation into this delay even though it was been checked in supposedly on 6 June, it now seems to be stuck.

Had over 40 shipments since all go through as they should.

Any advice on how to deal with this as getting nowhere with seller support just the standard generic replies that really make no sense at all.

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Postage to all parts of the UK.
by Seller_p27bs0l5E6QqD

why is postage through Amazon to Channel Isles/ IOM shown as not acceptable.Amazon wanted to charge circa £18.00 for postage.In the end I bought postage at the post office for UK rates.Unfortunately told the customer I may have to cancel ( but didn’t ) and he went and bought from elsewhere and claimed a refund from me.One suggestion was to count IOM etc as a city and Britain as the country but cannot see how that works.

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Account Restriction Due to Unpaid Balance
by Seller_Px9RVYO2OTm1z

Amazon seems to have restricted my seller account due to an outstanding unpaid balance. The balance was unpaid for 2 days due to a temporary short term cashflow shock meaning I had insufficient funds when Amazon tried to bill me, but i also had enough in deffered transactions to clear the unpaid balance in full if Amazon waited 2-3 more days and carried on deducting the unpaid balance from my deffered payments once they became unlocked as they've been doing for the past 2 days, but suddenly stopped and restricted my account. No matter how many times I verify my charge method, Amazon won't bill me for the unpaid balance despite my credit card being available for charges and sufficient funds available. I'm actively trying to settle the outstanding balance but can't find any ways to pay manually (Even the payments section where you can pay overdue balances shows the same restrictive view). All it does no matter where I click is say I have an invalid charge method and that I should Update it. I have done so numerous times, and the £1 temporary charge has succeeded multiple times yet no bill for the overdue balance, or change to the view of my account after updating the charge method multiple times. I kindly request Amazon's urgent assistance in resolving this matter promptly so that I can resume selling on Amazon as I'm a volume FBM seller and have preemptively plan each days dispatch. If this issue persists, theres potential for severe impact on my seller metrics. I can't manage inventory, cancel, buy shipping, or view any orders, manage PPC ads, or do anything on my account for that matter, but i keep getting emails and notifcations for items sold. Please help

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I know there have been numerous discussions on these subjects but I think it is worthwhile to clarify the current position.

This morning I have tried to list a book publitshed by Thomas Nelson & sons. Amazon say I need permission to sell this "brand" . The requirements for this permission are quite beyond the normal second hand bookseller.

Also I tried several weeks ago to list several books without ISBNs. I have gone through the very long rigmarole of applying for GTIN exemption. I never heard back from Amazon on any of these applications.

Am I safe in assuming it is now impossible to sell books on Amazon in these 2 scenarios?

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Product Detail Page Tampering
by Seller_9OTst74ffpLNk
Amazon replied

Hello

I have been hit for Product Detail Page Tampering reason being

Attribute needing correction; brand

Detected inaccurate or inappropriate content; "brand name which is our brand"

Amazon remove my listings

However we own the brand.

Our brand is set up in Brand Registry

We also submitted the certificate from the UK Patent office confirming we own the brand

I also sent product image of my product which clearly have our brand on the packaging and the product itself

Amazon rejected my appeal the reason being we do not have enough information at this time to remove the violation

I even called them twice but they do not help as you are speaking to people in India and whist they try to help - they have limited thing they can do and they do not offer anything much apart from appealing again. On my second call the lady was insisting I made changed to listing recently. I said I hadn't appart from pricing but I concluded she didnt know what she was talking about so I politely ended the call.

I am at a loss what to do now.

The longer amazon this goes on my listing looses rank - I spent so much time and effort in advertising in building up the rank.

Its so frustrsting and i dont think any business can survive will policies like this

Can someone help please

Complaint ID: 17984446531

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