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Dear Fellow Sellers,

I am reaching out to the community today feeling incredibly frustrated and hoping to hear if anyone has experienced a similar situation or can offer advice. I'm currently stuck in a loop with Seller Support over a reimbursement issue for a customer return, and the conflicting advice is costing me money.

Here's the scenario:

1. Original Issue: For Order ID 202-1433992-3262734, a customer initiated a return for 3 units, but only returned 2 of those units. They still expected a full refund.

2. My First Contact with Seller Support - I contacted Amazon Seller Support via email (on July 14, 2025) to ask how to handle the refund, as a unit was missing. The representative, explicitly advised me: "If the buyer fails to return the complete items, kindly process a full refund to the customer and file a Safe T claim."

3. My Action: Trusting this direct instruction, I proceeded to issue a full refund to the customer for the order.

Attempting SAFE-T Claim: Immediately after issuing the refund, I went to file a SAFE-T claim for the missing third unit, as instructed. However, the system presented this message: "This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement."

4. Subsequent Contact with Seller Support (email & chat, multiple times): I then contacted Seller Support again, explaining the direct contradiction between their initial advice and the system's response. I've sent emails and engaged in two separate chat sessions (16th & 17th of July). In all these interactions:

They repeatedly explain the policy that I issued a Standard Refund, making it ineligible for SAFE-T.

They consistently refuse to acknowledge that their own previous advice directly led me to issue that "Standard Refund."

They have point-blank refused to escalate my case to a supervisor, often pausing the chat indefinitely or simply repeating policy. It feels as though they are actively avoiding taking responsibility or escalating.

5. The Problem: I followed specific instructions from Seller Support, which directly led me to a situation where I am now ineligible for reimbursement for a missing item. I am out the cost of one unit due to conflicting and, frankly, incorrect guidance from Amazon's own support staff. The current support staff are refusing to acknowledge the prior advice or escalate the issue.

My Questions to the Community:

Has anyone else experienced Seller Support providing advice that, when followed, makes you ineligible for a claim/reimbursement?

How did you manage to get this kind of issue resolved when support agents refuse to acknowledge their own conflicting advice or escalate?

Are there specific keywords, phrases, or methods that have helped you get an escalation through chat or email in similar situations?

What was your ultimate resolution, or did you simply have to absorb the loss?

This is incredibly frustrating, especially when trying to operate in good faith. Any advice or shared experiences would be greatly appreciated.

Thank you for your time.

Hi everyone,

I'm trying to get approved to sell L'Oréal Professionnel Paris products (ASIN: B0918FB5G6) and have now been rejected multiple times, despite submitting:

A genuine invoice from Capital Hair & Beauty Ltd (UK-based, trade supplier)

Photos of the exact product I received

An explanation clarifying the abbreviated name on the invoice (“SE VITAMINO COLOR 10 IN 1 190ML”) corresponds to the full ASIN name

The application keeps getting rejected with what seems like a generic automated message, and no real explanation as to why the documentation doesn’t qualify.

I've tried Seller Support and Brand Registry — but still no success. I’m requesting a manual review by the Category Approvals Team.

Has anyone else experienced this? Any tips to get the case actually looked at?

Thanks in advance.

Hi, @Seller_XUNeUuvrQDpgP

Hope you are well

We've lost the Buy Box on all our listings in UK marketplace second time this year. There are no issues with the account's health. This situation is severely impacting our sales in this busy period and we need urgent assistance in resolving this matter. Below are some of the ASINs affected:

B0F7HH5H7X

B0F7M17V3P

B0F6D9F1N7

B0F6N7JZCV

B0F79ZQ25K

B0F6YLVZXQ

B0F6VGXRST

B0F6YHGCQQ

Thank You

Hi All,

I'm looking for someone experienced in sending things directly from Supplier to Amazon Warehouse

Could you please describe the process below?

I'm under the impression that you need to go thought the normal 'fufil inventory send to amazon' process and then possibly send the shipping labels you receive to your supplier, they attach them to the boxes/pallets and then they also organise dispatch to the amazon warehouse - is this correct?

Many thanks

Hi guys,

Just want to share this with you.

It happened to me today for the very first time, and it was quite obvious, but some scammers (thieves?) may try it.

Regards,

Thomas.

Hi,

The buyer opened a return case claiming the wrong item was sent, which is not accurate. The correct item was delivered, but the buyer replaced it and returned a used, completely different item.

I submitted a SAFE-T claim with photo evidence, but it was denied. I’ve repeatedly requested a specific reason for the denial; however, the responses have only stated that it’s "not eligible under the reimbursement policy" along with links to extensive policy pages, none of which provide a clear explanation.

I’m requesting your assistance in reviewing this case properly and providing a clear reason for the denial so we can address the situation appropriately.

Thank you for your support.

I've had an order today for a personalised item with the phrase: I AM AGAINST LGBT!.

I have cancelled the order as this isn't something I am willing to print. Additionally it doesn't seem to fit with the offensive and controversial items policy as I wouldn't be able to list a product with this message and so therefore, I wouldn't be able to print this message on a personalised item.

Is there any point in me trying to contact Amazon to let them know about this order and protect myself from any negative feedback etc from the buyer?

Hi @Seller_XUNeUuvrQDpgP!

I hope you are still doing well from last time we got in contact!

I need to create this thread, because the Lost Buy Box (Featured Offer) MEGATHREAD is locked. I can’t add a new reply there.

I hope this message finds you well. I’m reaching out again for your assistance with a recurring issue: we are experiencing ALL items lost eligibility problem for the third time.

This time the issue is on UK marketplace.

It happened somehow during the day.

Could you kindly forward this information to the Buy Box team? We would greatly appreciate their help in resolving this matter as this is urgent!

Our sales dropped by 70%.

The buy box wins drops from average 70% of Asins to only 8% of Asins regarding repricing report tool.

Here are the relevant details:

Account health: 268 (all metrics are normal)

IPI score: 630

Active ASINs: 293

Below are a few examples of ASINs that were selling well earlier this month and are still in stock at the Amazon warehouse but we are suddenly losing buy box today, but the problem are on all ASINS of account.

Marketplace: UK

B0BKJN9KS8

B0869ZT4PZ

B08BP5X1YZ

B081Y3L2XF

B00EQ7BGIS

Thank you so much for taking the time to look into this issue. Your attention and support mean a lot to me and my team as we navigate this challenging situation. Please let me know if you require any additional information.

Thank you very much in advance and hope for your help!

Dan