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I have a customer who opened an A-Z claim but then received there order a few hours later. They customer contacted me and asked to close the claim saying that they did not know how to do it. I said I would contact Amazon selling partner (what a joke!) to fix the problem. I contacted Seller Support (who were actually really helpful) and the representative said that they could clearly see that the customer wanted to close the claim and that it was very obvious that the buyer felt that the matter was resolved and that they wanted to close the claim, they said it will be no problem and fully explained to the relevant department that they wanted claim should be closed. Moments later I received a message from the A-Z department saying they are upholding their decision EVEN THOUGH THE CUSTOMER HAS REQUESTED THAT THE CLAIM SHOULD BE CLOSED!!!!!!! As usual this will mean more back and forth between myself and Seller Support, I feel that the only party in this transaction that doesn’t want a fair outcome is my supposed selling partner who are here to help (another joke!) the customer even offered to purchase the product again and for me not to send it but why should they have to do that when it’s crystal clear that they want to close the claim! Here are the messages, I don’t know what is so hard to understand???!!!!

I’ll be totally honest, selling on Amazon is starting to effect my mental health, I feel so depressed and anxious all the time, I find myself waking up at ridiculous times in the night to check that there’s not another ridiculous decision or some stupid new policy (like DD+7, the bane of my existence) I dread contacting Amazon for anything, I can literally feel the stress as soon as I have to do it. I really wish I never started selling on this blasted website! If someone is literally saying that they want to close the claim why does Amazon need to be so awkward. I used to recommend others to sell on here, now I warn them not to ruin their lives on here!!!!

Case ID: 11214428972 and 11215107532

@Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_Huz6FT08OxHAR @Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH @Seller_iTgjdgiRqiPsn @Seller_fgtTzyHQfOM1x @Seller_VJ4XoAkjDpjPH @Seller_ZyGdB49sb7An4 @Seller_j9Bd91CW3ZVpr

Hi everyone, here is what happened:

First, I am not seeking any help or requesting feedback removal the feedback has already been removed by Amazon.

I just wanted to share my experience and hear if any of you have had similar cases, and how they ended.

Down below, you'll see the bold messages from the customer; the rest are my responses.

Hi I have received these today however I have received 2 kiwi strawberry ones when it should be 1 and also only 1 fruit punch when it should be 2 boxes. Also I have received Gatorade zero grape instead of glacier ice, which is discustojg. Also to make matters worse it is out of date 29 apr 25. Please could I get some compensation for this I’m not happy at all and if anything I would like a full refund please. See pics provided. Many thanks.

Dear Steven,

Thank you for getting in touch. I'm very sorry to hear about the issues with your recent order, and I completely understand how disappointing this must be.

To receive a full refund for the incorrect and expired items, you’ll need to return them to us. Please ensure the boxes remain unopened, as returns for consumable products can only be accepted if they are sealed and unused.

To start the return process, please follow these steps on your Amazon account:

1. Go to "Your Orders."

2. Locate the relevant order and select "Return or Replace Items."

3. Follow the on-screen instructions to complete your return request.

We truly apologize for the inconvenience this has caused and appreciate your understanding. Once the return is received, your refund will be processed promptly.

If you need any help with the return process, feel free to let us know.

Warm regards,

I cannot send them back I’m going to the states and I was using these for then. I need to use what I’ve got but obviously they are out of date and the flavour is not good and glacier ice is missing and replaced by some zero ones. I need to use what I’ve got but the price is high for what I’ve got and I’m not happy. This needs sorting and something doing without a return.

Also I have 2 kiwi strawberry ones and should only be 1 and only 1 fruit punch and should be 2

Dear Steven,

Thank you for your reply. I completely understand your frustration, especially given the timing of your trip and the condition of the items received.

Please rest assured, we never knowingly sell expired products. It appears this may have been a fulfillment error, and we will be taking this up with our supplier to ensure it doesn’t happen again. However, in order for us to raise this issue and recover the cost on our end, we do need the item returned.

Amazon's policy requires that items be returned in order for a full refund to be issued. Without a return, unfortunately, we’re unable to process any refund or compensation.

I understand this may not be the resolution you were hoping for, and I truly apologize for the inconvenience. If you're able to return the product, please initiate the return through your Amazon account as previously advised.

We appreciate your understanding and hope to resolve this for you as smoothly as possible.

Kind regards,

Yes I have grape zero instead of glacier freeze, which are out of date. 1 fruit punch and 2 kiwi strawberry. So I have 1 kiwi strawberry instead of strawberry raspberry, not 2 fruit punches my mistake. This rider is not right and I will be leaving negative feedback regarding this.

Hi Steven,

You are attempting to blackmail us by demanding a partial refund and threatening negative feedback. As we have already informed you, you are welcome to return the item for a full refund.

Please be aware that this kind of behaviour is considered feedback abuse and is not permitted on Amazon. If you proceed in this manner, we will have no choice but to report your actions to Amazon.

Best regards,

How am I blackmailing you if it is correct. I don’t want anyone else having this issue which they will do I could go ahead and order the item again and guess what I would receive the same items again. I’ve explained why I can’t send them back so you should understand this. I have contacted Amazon by phone and they have told me I can put a claim in on the 24th June, which I will be doing. Also I have been explained too that I can put a review whenever I like.

Dear Steven,

Thank you for your message. We understand that receiving incorrect or unsatisfactory items can be frustrating and we sincerely regret the inconvenience this has caused.

As humans, mistakes can occasionally happen but we are always here to assist and resolve any issues fairly and promptly. From the beginning we’ve offered a resolution in line with Amazon’s return and refund policies which require items to be returned in order to process a refund.

However, when compensation is requested while explicitly refusing to return the items and especially when followed by the threat of leaving negative feedback this behavior falls under feedback extortion which is not allowed on the Amazon platform.

We understand you have already opened a return request which is the correct step forward. Once the return is received your refund will be processed in accordance with Amazon policy.

Thank you for your understanding.

Kind regards

It’s not good enough receiving expired goods and different flavours to what were pictured. These are expensive and to me a lot of money, I bought for a trip. I didn’t mean it to come across like that as it is true though what has happened, and before leaving I have checked with Amazon and they said it is fine to leave feedback for the customer if you are not happy with the experience. I am ever so sorry if this has caused you inconvenience, but it has also caused me inconvenience too.

Dear Steven,

Thank you for your response and for clarifying your position. We truly understand that this situation has caused inconvenience, especially as these items were intended for your trip. We also appreciate your apology.

However, may I kindly ask if you mentioned to Amazon that you requested compensation while refusing to return the items, and that you stated you would leave negative feedback if we didn’t provide it? If this full context is shared, Amazon would confirm that such actions are not allowed on the platform, as they go against their feedback and communication policies.

That said, we are genuinely here to help and don’t want you to feel disappointed right before your trip. To make this easier for you, please keep one pack whichever is your favorite and return the rest. Once we receive the return, we will issue a full refund for the order.

We ask this because we need the returned items to speak with our supplier and provide evidence of what occurred. Your cooperation is truly appreciated.

Wishing you a smooth and enjoyable trip.

Kind regards

Well I will be taking the 12 with me and not the grape zero as I don’t consume things out of date. So I would only be happy send back the grape one as that’s useless to me. I am disappointed I haven’t received the correct flavours as I was wanting to try the strawberry raspberry ones and glacier freeze. Really upset about this.

Also the quantity is wrong, such as kiwi strawberry, I’m ordering on Amazon and expecting what is in picture and it’s completely different to what I’ve got and I’m so disappointed and feel inconvenienced. I would of been purchasing more in the future too I’m so sad with this

Dear Steven,

As feedback has now been left, we require the full item returned in its original, unopened condition to process a refund. This is necessary for our claim with the supplier.

Please complete the return via your Amazon account. Once received, we will issue your full refund.

Kind regards

Feedback can always be removed u know. Il leave it with you let me know. As I say I would be a return customer for these.

And I will give you another chance, but first this needs to be sorted to my expectation and the inconvience that has been caused.

I appreciated your offer which was given however it doesn’t work for me at this time

Dear Steven,

Let us be very clear we do not and will not negotiate with anyone who uses threats or feedback as leverage for compensation. This behavior is unacceptable and a direct violation of Amazon’s policies. We are now reporting this conduct to Amazon for review.

As stated, once we receive the full item back in its original, unopened condition, we will process your full refund in accordance with Amazon’s return policy. If the item is opened or incomplete, we reserve the right to decline the refund.

This matter will now proceed strictly by the rules.

Kind regards

Your feedback has been removed by amazon and you been reported

Well it just goes to show what a shambles the platform is then doesn’t it, if they can support this type of thing. Hope you have many more support customers and people experience the same as me, why I was bothered before by this happening I do not know. I wish to have no further communication from yourself, and any other communication beneath this line I will be taking legal action against yourself, and no I will not be involving Amazon, because they have proved whose side they are on, I’m glad you have had your negative feedback removed. It will all catch up with you one day though on this selling platform and Amazon won’t bail you out of it. Like I said, beneath this line and your in big trouble with my legal representatives. You’re a disgrace to the Amazon platform.

Dear Steven,

We take your comments and threats very seriously.

As previously explained, mistakes can occasionally happen in any business. We acknowledged that and offered a clear resolution in line with Amazon's global return policy which is a full refund upon return of the item in its original unopened condition. This is standard practice worldwide and ensures fairness for all parties involved.

What you have chosen to do instead by escalating the matter with threats, refusals, and personal insults is unacceptable and in direct violation of Amazon’s communication policies. You should consider your own conduct in this situation before placing blame.

Legally and ethically we have acted within all Amazon rules and applicable laws. We owe you nothing beyond what policy allows and your attempt to intimidate or threaten us will not change that. Your accusations have no legal basis and your threats of legal action have been noted.

We are closing all further communication on this matter. You are still welcome to return the item unopened for a full refund as per Amazon’s policy. Beyond that there is nothing more to discuss.

Kind regards

As of the last 3 days all of my sales have become "deferred transactions" with a "Delivery Date Policy" as the reason.

Am I correct in understanding that the moment they are "released" (which seems to be about 14 days from purchase), I will be able to withdraw them? So this is just the DD+7 thing?

My sales have not gone into "deferred" up until now, but I was able to withdraw them after roughly 14 days anyway, so is this just a change of format, with the same result?

Thanks!

Hello. I need help but I don't know who can help me and how. We haven't violated anything that Amazon says. They write that we attempting to damage or abuse another seller by leaving him a feedback. We haven't left reviews for our competitors or anyone else and haven't asked anyone to do it. We've already sent 4 appeals and all were rejected :(

Are Amazon FBA Partial Reimbursements for Lost Shipments a Common Issue? Policy Compliance Concerns

Hello Amazon UK FBA Seller Community,

I’m reaching out to understand how many sellers are experiencing partial reimbursements for lost inbound FBA shipments, despite providing robust documentation. Specifically, I’ve noticed Amazon reimbursing less than the full Cost of Goods Sold (COGS) for shipments they claim were not received, even with comprehensive evidence. I’m concerned this might be a widespread issue and want to explore whether Amazon’s practices align with their reimbursement policy and UK law.

My Documentation Process

To address claims of non-receipt, I’ve implemented a thorough process:

Photographic evidence of each SKU prepped and packed.

Complete box contents photographed during packing.

Signed and verified packing slips included with each shipment, confirming inventory.

Photos of completed boxes with labels stating:

“Warning: Due to repeated claims of non-receipt of inventory into Amazon warehouses, we have photographically documented: Each SKU prepped, complete contents of the box, included a verified and signed packing slip, photographed the completed packaged box, and photographed the courier collection. Any missing inventory claimed will be addressed as this issue has occurred frequently.”

UPS tracking confirming delivery to Amazon’s fulfillment centers.

Despite this, Amazon often reimburses less than the documented COGS, even after escalations. According to Amazon’s FBA reimbursement policy (effective March 10, 2025), reimbursements for lost inbound shipments should reflect the manufacturing cost (cost to source or produce the product, excluding shipping, handling, and customs duties) as per submitted invoices (Key Amazon Reimbursement Policy Details, Changes, and Updates | Carbon6). My invoices align with this definition, yet reimbursements fall short.

Potential Breach of Amazon’s Policy and UK Law

Amazon’s policy allows sellers to submit their own manufacturing cost documentation, and reimbursements should match this if compliant. However, consistent under-reimbursement suggests Amazon may be breaching their policy by:

Misapplying the Manufacturing Cost Definition: If invoices clearly document the manufacturing cost (excluding non-eligible costs like shipping, which are deducted from my seller account via UPS), partial reimbursements deviate from the policy, potentially breaching the FBA agreement.

Ignoring Proof of Delivery: UPS tracking confirms delivery, shifting risk to Amazon per FBA terms. Claiming non-receipt despite evidence may violate the policy’s obligation to process claims fairly.

Under UK contract law, the FBA agreement governs this relationship. Key legal principles include:

Breach of Contract: Failure to reimburse the full manufacturing cost as per compliant invoices may breach the FBA agreement. Bunge SA v Nidera BV [2015] UKSC 43 emphasizes contracts must follow clear terms, and Amazon’s policy explicitly supports documented costs.

Good Faith: Yam Seng Pte Ltd v International Trade Corp Ltd [2013] EWHC 111 (QB) implies a duty of good faith in commercial contracts. Under-reimbursing or dismissing tracking evidence may breach this duty.

Unfair Contract Terms Act 1977 (UCTA): If Amazon’s policy application (e.g., arbitrary reductions) is deemed unfair, UCTA could apply, though challenging given standard FBA terms.

Passing of Risk: Photo Production Ltd v Securicor Transport Ltd [1980] AC 827 supports risk transferring to Amazon upon delivery, strengthening claims when tracking confirms receipt.

Questions for the Community

How common is partial reimbursement? Are others receiving less than their documented COGS for lost shipments despite strong evidence?

Escalation success? Have you successfully challenged under-reimbursements via Seller Central or Seller Support? What evidence or approaches worked?

Policy compliance issues? Has anyone noticed Amazon deviating from their March 2025 policy by under-reimbursing or ignoring delivery evidence?

Legal or mediation steps? Has anyone pursued mediation or legal action under UK contract law? Dunnett v Railtrack plc [2002] EWCA Civ 303 encourages mediation, which I’m considering.

Tips for full reimbursement? Any strategies for formatting invoices or presenting evidence to ensure Amazon honors the full manufacturing cost?

Why This Matters

Partial reimbursements impact profitability, especially with frequent occurrences. The 60-day claim window (effective January 9, 2025) makes timely action critical. If Amazon’s practices deviate from their policy, this could affect many UK FBA sellers, and collective discussion might encourage fairer application of the policy under UK law.

Please share your experiences or strategies for navigating this issue. Let’s explore if this is a systemic problem and how we can ensure compliance with Amazon’s terms.

Note: I’m considering mediation if internal escalations fail, supported by cases like Bunge SA v Nidera BV and Yam Seng. Has anyone pursued this successfully?

In my opinion it was just fine previously but the dispatch and orders section have now moved over to the left side of the page.

Seems silly to me, what is your thoughts?

Is there an option for add-on protective filling for items I want amazon to prep after I sent them to fulfilment centers?

The units were sent to Amazon FBA a while back and a majority of the sales reported damage to the bowls and plates. Since the items do not have a single scannable barcode (GCID, UPC, EAN, JAN or ISBN) that corresponds to an ASIN in Amazon’s catalogue, we are not eligible to choose the 'Prep by Amazon' option when sending shipments to Amazon.

We labelled the outer cardboard boxes as heavy and fragile, and since we have to prep our shipments to amazon, we used bubble wrap for the inbound shipments to Amazon.

I'm not sure how Amazon or FBA centres store our units, or do they take them out of the inbound boxes when they arrive, and repackage them when sales happen. Now that a lot of our sales have been reported as damaged, we are concerned on how to ensure these items arrive to the customer safely.

Are there any option for me to request to pay Amazon to add protection to the shipments please?

We've had our Amazon shop for nearly a year now and were predominantly using FBM in the UK only, but in the last three months have found FBA is working a lot better for us.

A few weeks ago, I accidentally enrolled into remote fulfilment where I've discovered our products are popular in France, Spain, Italy and The Netherlands and I'd like to continue with this.

I've been reading the seller forums, Reddit posts and seller university for advice selling in the EU, and I've established that Amazon collect and remit VAT across the countries on goods below £135, which is all of our products anyway. But where I'm confused is how to declare these sales to HMRC and report on my accounting software?

I currently invoice our overall sales, minus refunds and minus Amazon fees, all VAT inclusive. How do I report this for sales in the countries above? Is it still 20% VAT to HMRC? Zero rated? No VAT? Reverse Charge? I'm just stuck

hi all, what do we do about customers that take the Mickey?

Customer stated parcel was not delivered. About £50 worth

Customer opened an a-z and was refunded.

Upon checking the tracking the parcel has been delivered.

I appeal the a-z and send proof of tracking and amazon denied the case.

What on earth is wrong with them? How hard is it to check the tracking which was provided on the order and on the appeal.

Any help appreciated