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Recurring Critical Issue – Need Help
by Seller_K2e72Kzbsukm3

Hello Sellers,

I’ve now had two full shipments (all units, all products) wrongly marked as “Defective” on arrival.

Products were professionally prepped, in perfect condition.

Amazon provides no photos, no buyer complaints, no defect details – no proof at all.

Prime status appeared briefly before the defect flag.

Red Flags:

100% defect rate is nearly impossible unless it’s a system/warehouse error.

No transparency, no investigation from Amazon.

Happened even after verifying everything before shipping.

My Questions:

Has this happened to others recently?

Has anyone succeeded in forcing Amazon to provide real evidence?

How can I escalate this properly when support and performance teams ignore me?

I’ve already contacted Jeff’s team, seller support, and the performance team – no real help.

Any advice or shared experience would be hugely appreciated. Thanks!

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Seller Support . I dread contacting them
by Seller_J2H5GprhaORbt

Every time I contact Seller support ,

I am always made to go around in circles until I give up

it has got to the point , where I no longer wish to contact them and if i do

I am dreading reading their reply

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Brand approval Invoice
by Seller_91tJqkHurAaf5

hi any body know what kind of invoice amazon accepted i get marketplace invoice they dont accept

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I am messaging here in the hope an Amazon moderator can look in to this for us as we are flatly refused a resolution via the A-Z appeal and Amazon seller support. The buyer in this case returned the wrong item for a refund, order ID 205-0306167-9114720.

We have documented proof in the Amazon message thread where the buyer states they returned an item different from the one purchased. Their actions directly violate Amazon's policies regarding honest returns and proper use of the A-to-Z Guarantee. This claim was wrongfully granted and the resulting account defect is unjustified, as we fulfilled the order correctly and acted in accordance with Amazon's policies throughout the process.

Who do we contact now for the following

Reassessment and reversal of the A-to-Z Guarantee decision for order 205-0306167-9114720.

Immediate removal of the associated defect from our account metrics.

Consideration of this buyer’s misuse of the A-to-Z process, as it undermines the trust and integrity of the Amazon marketplace.

We are committed to providing excellent customer service and complying with all Amazon policies. We hope Amazon will uphold fairness by correcting this matter.

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Hi, several months ago Amazon decativated my seller account. The failed to inform me that my listings were however still active, it seems & I recently was sent notification of a sale. I am unable to reactivate my account & I don't want to either because I have no spent several days, of extremely stressful conversations & emails back & forth with Amazon & the refuse to assist. As far as I know I will still be charged the Amazon fees for the sale & they'll continue to accept any sales because they refuse to deactivate my listings.

I don't know how any company is allowed to treat its users this way.

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Account is restricted
by Seller_1J41YneNRIanp

Hi, I want to sell on Amazon. I did register a few years ago, but I deactivated it as I didn't have time to spend on selling. I checked the reason and it takes me to the VAT help page. I already uploaded my VAT number. Is there something else I should be doing?

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I have been a seller on Amazon for more than 12 years. My account has an excellent history of delivering orders to customers and I've never had any holds put on my funds previously.

Back in April, I tried expanding seller fulfilled to Italy - it all went terribly wrong and I ended up refunding every customer (11 in total). All refunds were proactive. As a result, the Seller-Fulfilled listings on my Amazon Italy account have been deactivated (FBA listings are still fine) and my funds in Amazon Italy account have been placed on hold.

A month later, my Amazon UK funds were placed on hold (at the same time that the 'temporary review' of my Italy account got extended for another 30 days). I have received zero performance notification to say why my Amazon UK funds have been placed on hold and there's no 'account health issue' to appeal on my Amazon UK account.

I have tried contacting Amazon UK Seller Support, Amazon Italy Seller Support (and multiple appeals to the deactivation there) and the MD's email and I'm constantly being told my UK account is in perfect health, the hold isn't related to my Amazon Italy account, the hold is a 'Performance Review' which will last 30 days, and that I should read the performance notification that I was sent when the hold was placed (which I wasn't!)

Currently, Amazon has £7.6k of our funds, and I am still expected to fulfil orders from thin air. Our bank account has run dry, we have no money to buy stock, no money to pay for more postage to ship orders, no money to pay our commercial rent, electric, etc.... we have had to put long handling times on all our seller-fulfilled listings in the hope that we get our funds but honestly, I'm looking at putting our store on holiday mode.

Amazon don't care - I keep being told the hold will last 30 days (though one email said this can be extended) but how on earth do Amazon expect anyone to survive an entire month without getting paid anything? Actually will be 6 weeks if they honour the 30 days because our last disbursement was 16th May!

Does anyone have any suggestions or @Seller_Huz6FT08OxHAR@Seller_z3k8APxGfbQEK or any other forum mods - can you please help? I am seriously having suicidal thoughts because this could seriously be the end of our business and Amazon really don't give a monkeys.

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DPD collection Amazon Partnered Carrier
by Seller_aZGTOv7buBfDg

Hi,

I am struggling to get my shipments collected by DPD. I have email the DPD seller onboarding team but I have not had a response for over a week. Amazon is not helping in this matter either. I need my boxes collected ASAP. Can anyone please offer any advice ?. Thanks

@Seller_TSXM2A5nxWSuH@Seller_DNQGSsdC7DccM@Seller_z3k8APxGfbQEK

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I’ve held back from posting something like this, but after years of frustration and now facing outright absurd restrictions, I’ve had enough.

I’ve been selling on Amazon for over five years. I’m Brand Registered, I know how to work with flat files, feed templates, and everything else that comes with managing a large catalogue of listings. I sell raw materials, and all my listings use dimensional variations like 100mm x 50mm, 200mm x 100mm, and so on.

For years, these products have been listed using Amazon’s “Size Name” variation theme. But suddenly, that no longer is an option to me due to being greyed out on the variation spread sheets (back end feed files). I can’t add new variations, I can’t update existing ones, not because I’m doing anything wrong, but because the attribute box that should allow me to enter the variation value is now greyed out. It’s there, but unusable. I’ve tried downloading fresh category templates, reformatting files, even attempting manual uploads through the backend it’s the same every time.

Amazon has disabled functionality that used to be standard. I’ve got listings that have been live for years and now I can’t even add another size because Amazon won’t allow me to use a variation theme they previously approved. That said its still there just Greyed out to me.

I contacted support. Waste of time. You get the usual copy-paste tutorials from someone who clearly hasn’t read your case. If you’re lucky, you’re redirected to Brand Registry support… who then sends you back to Seller Support. And around we go.

This is just the latest in a long line of nonsense. Let me paint the full picture:

Over the past 2 years, I’ve dealt with:

Shipments mysteriously “counted and confirmed” as complete — even though Amazon later asks for invoices for the exact same units they said were received.

Reimbursement claims repeatedly rejected, even with flawless documentation. I had one case go through five rejections before finally being approved with no changes in evidence. It was the exact same documents — just a different agent who apparently decided to actually look.

Weight discrepancy excuses - Amazon has denied claims because the delivery weight scanned by UPS didn’t match the weight in the shipping plan, as if that somehow proves inventory wasn’t sent. I use Amazon’s partnered carrier. I pack everything myself. I have a 0.00% inbound defect rate. But somehow, a 16kg discrepancy gives them grounds to ignore the entire shipment.

Let’s not forget when they claimed my missing products were substituted with different ASINs completely unrelated to my brand. They told me I could just list those instead, despite the fact I’m brand registered and can’t sell someone else’s protected product. That suggestion alone shows how little care or knowledge exists behind the support desk.

And when Amazon did finally update their reimbursement policy, moving from paying based on average sale price to cost price only they began rejecting even that. I upload invoices matching my exact sourcing cost, and I’m told they’re not acceptable. Why? Because they apparently now prefer to compare my pricing to other sellers’ unrelated listings, even though I manufacture my own branded products that nobody else sells.

It’s so painfully obvious they’re making up the rules as they go.

In one shipment, 129 units were marked as having a "case pack error" and therefore “couldn’t be recovered.” Then, in the same case, I was told the tracking number didn’t even show delivery. How is that possible? Either the stock arrived and was mishandled, or it never got there. It can’t be both.

And when I respond to these contradictions, they close the case saying “no response received.” Even when I reply on time. Even when the case thread shows my reply.

I have tried to be professional. I’ve complied with everything. I’ve provided invoices, delivery records, product evidence even explanations for how my raw materials are processed in-house, which Amazon has accepted before. Yet I’m repeatedly asked to submit the same documents again and again, only to be met with silence, rejections, or worse: cases auto-closed.

What’s really happening here? Amazon is slowly tightening the noose on small businesses.

They block you from listing your own products,

deny reimbursements through technicalities,

rewrite their own rules and policies,

then gaslight you into thinking it’s your fault.

I’d appreciate it if you could advise further on my latest issue with the Variation black out attributes

Thanks

Another frustrated seller

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Incorrect Dimensions causing higher FBA fees
by Seller_xh0d5SePkpEtU

Hello Everyone,

I am hoping some one can help here / advise.. is anyone from Amazon here please need your help.

Our prodcut dimensions was incorrect which causing us to pay higher FBA fees, we sent the proof of measurement and the main issue is the height only which causing us to pay higher FBA fees. our product height is 2.4cm and when we raised we got reply that there is no change and height still is 3.71cm looks like they just copying from the system. When we raised the case again they measured it correctly and chat representative told me that after measurement height is 2.50cm and you should be in lower tier of FBA (for standard envelope) but you need to wait 48hr before system to get update as I can see internal system showing 2.50cm,but few days passed and sytem no updated probably due to refund...

anyway we raised this system issue gain but was told they will do the re measurement again, please note that we didn't request for re measurement this time as we were hoping that system will get update correctly as was told in previous chat. but they told us that only option is to do the re measurment and they came up this time again with 3.71cm forcing us to pay higher FBA fees which we didn't agree and after few messages they did the remeasruement and on 06/06/2025 we got 2.40cm happy days but again system not updated this time :( we waited 48 hrs and then when we contacted through chat they said as few measurments were done recently so they will use median :) which will force us to pay higher FBA fees...they simply forcing us to keep paying higher FBA fees for no reason :(.

what should I do now? anyone please from amazon can step in and looks for us please this is clearly not accepted.

Case IDs: 11103443982 , 11146391312 (on 6th June they confirmed height is 2.40cm).

@Seller_DNQGSsdC7DccM @Seller_mIRnuhdx7l5sN @Seller_TSXM2A5nxWSuH @Seller_Huz6FT08OxHAR@Seller_j9Bd91CW3ZVpr

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