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We want to address a concern that many of you have raised regarding unauthorized Brand name changes on Amazon.

We have engaged with many of you, hear you, and we understand the frustration and potential impact this can have on your business. First, we want to assure you that we are actively working with our internal teams to address this issue. Your feedback is invaluable, and we're committed to improving the selling experience for all of our partners.

If you experience an unauthorized brand name change, please follow these steps:

1. Submit a report through the "Report Abuse" feature

2. Select "Product detail page was changed to represent a different product"

3. We suggest sellers to provide relevant details such as when the ASIN was created, by whom, and what the brand name was originally.

4. We're continuously monitoring these reports and working to streamline the resolution process.

However, if your report is declined, please don't hesitate to create a discussion post in the "Manage Your Brand" category and be sure to include your complaint ID for faster follow-up.

We want to emphasize that we're taking this matter seriously and our teams are collaborating to develop more robust safeguards against unauthorized brand name changes. We appreciate your patience as we work towards a more secure and efficient system.

As always, we're here to help. If you have any questions, please let me know.

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Video rejection - due to providing medical advise
by Seller_ijAlC0WFJrXAJ
Amazon replied

I’m hoping someone here has been through this and can help.

I’ve tried uploading a video to my product listing multiple times now, and it keeps getting rejected for “making medical claims” — which I’m 100% not doing. It’s just a basic product demo with no mention of health, wellness, or anything medical. I even re-edited the video a few times to be extra careful, and at one point I literally copied the style of a competitor’s video that’s already live on Amazon… and mine still got rejected.I’ve spoken to Seller Support a few times — no help. They just send generic responses. I was also told to email the Community team, which I did, but haven’t heard anything useful back.Super frustrating. Has anyone else had this issue and managed to get it sorted? Any advice would be really appreciated.

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Starling or Mettle?
by Seller_DTrNv5POp8UZl

Ive had a massive security breach with my present bank of 20yrs (Santander) they have allowed 12 payments all go out over 3 days fraudulently totalling over £3500 Ive been refunded today while they "investigate" but clearly their Realtime security and geographical systems didnt trigger a stop and I only logged in after getting a fraudulent scam text otherwise Id still be here oblivious and no doubt more payments going out - so overnight done alot of research.. In my research with AI for an alternative Free business bank Ive whittled it down to Starling (modern tech superior to Santander) or Mettle (Similar modern tech but Free accounting software as MTD comes in for me next year) - AI told me that Amazon wont accept old Mettle e-money accounts but will accept new ones - so not sure about this - Anyone using Mettle on Amazon to confirm this?

My other alternative is to leave my Santander account just accepting Amazon deposits and Ill transfer them out to my new account as Im honestly worried about falling into verification (I know it will but its a can of worm I dont want to open, who does) - Anyone changed their bank account on Amazon trouble free?

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Does anyone know how to remove the ability to sell to customers who use "invoice by Amazon"???

We keep having customers getting refunds direct from Amazon for products we have already sent to them, without them opening a return request or returning the item.

We cant open a SAFE-T claim as they are INVOICE BY AMAZON customers.

Talking to customer service members is like talking to a brick wall literally.

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Hi fellow sellers,

I’m reaching out because like many of you, I’ve reached a breaking point with the way small businesses are treated by Amazon’s A-to-Z claims system and the lack of accountability from couriers like Evri.

Over the past few months, I’ve dealt with multiple cases where:

Buyers falsely claimed parcels weren’t delivered (despite GPS, signatures, or photographic evidence).

Amazon sided with the buyer automatically, refunding them without properly reviewing the evidence.

Couriers like Evri marked parcels as delivered or left them in insecure places, then refused to take responsibility.

Seller appeals were ignored or denied with copy-paste responses.

The only option left was to take court action just to recover the cost of lost goods and unfair refunds.

And I know I’m far from alone — I’ve seen hundreds if not thousands of similar stories here in the forums, across TikTok Shop discussions, Reddit, and Facebook seller groups.

Enough is enough.

I’ve now written a formal letter to:

My local MP

The Department for Business and Trade

The Competition and Markets Authority (CMA)

And I’m reaching out to the Federation of Small Businesses (FSB)

📢 What I’m Asking:

We need legal reform to:

Hold platforms like Amazon accountable when they dismiss seller evidence.

Introduce independent dispute resolution, not just biased internal appeal systems.

Regulate courier services like Evri when they repeatedly fail to deliver properly.

Protect sellers from fraudulent buyers with a clear record of abuse.

Make platforms share liability — instead of pushing all the risk onto sellers.

👉 If you’ve experienced similar issues, I strongly encourage you to write to your MP and government departments too. The more of us speak up, the more likely we’ll see change.

Let’s stop suffering in silence. We built our businesses with hard work — we deserve protection, not punishment.

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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.

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2 replies
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Order Not Reflected in Seller Account
by Seller_HMjvd6XIG7iZl

I received a direct email from a customer who placed an order on Amazon and provided the order details, including the order number. However, when I checked my seller account, the order does not appear in the system, and I have not received any notification from Amazon regarding this order.

Could you please assist in verifying this order and let me know how to proceed?

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4 replies
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Yes, I’ve posted about this before — and I’ll keep doing it, because it’s getting worse.

Today: 5 INR claims out of just 60 orders. That’s 1 in 12.

This is not bad luck. This is not lost post. This is systematic customer fraud — and Amazon is making it easy.

Amazon, why are you sending automated emails to buyers suggesting their order “might be lost” — when it was sent via Royal Mail 2nd Class, an untracked service that you promote and sell labels for? You know there’s no tracking. So why plant the idea unless you're encouraging dishonest claims?

We buy our labels directly from Amazon. We dispatch promptly. And we even provide customers with the postage label to show it was sent.

Then we file a compensation claim with Royal Mail — and they pay out, because without a scan, there’s no way to prove it wasn’t lost. But we know it wasn’t.

How? Because:

  • On our own website, UK non-deliveries are just 1 in 2,000
  • For international orders, it’s 1 in 1,650
  • On Amazon? We’re now seeing 1 in 55, and today it was 1 in 12

That’s not a coincidence. That’s not a delivery issue. That’s a platform full of buyers who know they can lie with zero consequences.

So let’s be clear: this isn’t just theft from sellers — it’s also costing Royal Mail money, because they’re paying compensation for items that were almost certainly delivered.

So the question has to be asked:

Are Amazon customers now stealing from sellers and from Royal Mail?

And why is Amazon still standing by, letting it happen?

4 votes
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3 replies
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I'm just wondering if others are having a bad week with RM. Many items are not being scanned, and even a couple of Tracked 24 items are stuck in limbo. I'm probably going to lose my Premium Delivery eligibility as a result.

Yesterday, Amazon refunded two customers out of nowhere (as in no previous contact), and today I'm fielding five claims of items not being received. A couple were obvious scammers, but the others, I'm unsure. It's all so tiresome. I guess this is more of a rant.

3 votes
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3 replies
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Colis Prive France
by Seller_wK6nUuxgJ5ATw

Is Colis Prive an approved carrier on Amazon? as in can I select them from the drop down menu when shipping.

I am sure I have seen them but not now?

Thanks

Andy

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Hi , @Seller_XUNeUuvrQDpgP

Looking for some advice or insights from fellow sellers here.

Order 205-3029772-4970764

I recently had an A-to-Z Guarantee claim granted against us, and I'm honestly baffled by the outcome. The customer claimed they didn’t receive the item, but we provided everything Amazon usually asks for, including:

1) Full Yodel tracking number

2)Proof of Delivery (POD) showing the parcel was delivered to the correct address

3)A clear scan location confirming delivery

4)Timestamped scan showing successful delivery at the customer’s doorstep

5)Customer hasn’t returned the item or provided any counter-proof

Despite this, Amazon still granted the refund to the buyer.

We’ve done our part as a seller — shipped on time, tracked, and delivered as confirmed by Yodel. The POD even includes photographic or signature evidence (depending on the delivery), and yet, here we are with a loss on both the item and the shipping.

Has anyone experienced something similar?

Is it worth escalating this further, or is this just something we have to chalk up to the cost of doing business on Amazon?

Appreciate any input. We’re all for great customer service, but when third-party verified delivery is ignored, it feels like sellers are left exposed.

Thanks in advance!

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