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Hello everyone,

I’ve been selling a product for several months as New, with around 400 units sold per month. However, I recently received a message saying my product is now classified under:

• rp_3p_offer in conditions: New, Used, Refurbished, Collectible

• Or under Beauty category in conditions: Used, Refurbished, Collectible

This is incorrect.

My product:

Is not part of the rp_3p_offer program

Is not listed under Beauty as used/refurbished

Has always been listed as New and is a brand-new item

Due to this misclassification, customers can no longer buy my item, and this is causing a major loss for my business.

Has anyone experienced this before?

What is the best way to escalate this to the correct Amazon team for urgent correction?

Thank you in advance for any help.

Best regards,

Hello all!

I am a secondary user of amazon professional selling account. This is a new account and i have been given permission to manage this account. I have total of 17 marketplaces active and all are working fine except the UK market. The metrics in menu options are limited although i have been given the necessary permissions. The source market is also UK and business is registered there. Please help me sort this out as we still could not start listing due to this error.

Thanking you all for taking time to advise/answer.

This is beyond unacceptable.

We issued a full refund over 70 days ago, and now the same buyer has somehow managed to open an A-to-Z claim on that already resolved order. The buyer does not have the item, has been returned and refunded in full, and yet Amazon has allowed this claim to proceed. How is this even possible?

This individual has ordered from us twice before and left two negative feedbacks within the very hour of delivery not just the same day, the same hour. We've reported this behaviour repeatedly, flagged it as abusive, and received no meaningful action in return either feedbacks remaining and keep harming my account.

Now, not only is this malicious buyer still active, they are being empowered to exploit the system further opening claims months after resolution. This is a clear breakdown in process and seller protection.

We are expected to meet the highest standards as sellers, yet we’re given zero defence against blatant abuse. Amazon’s failure to close such an obviously invalid claim is a direct threat to seller integrity and business stability.

Customer issue:

Property Damage or Personal Injury Incident

Delivery estimate: 18 February 2025 - 21 February 2025

We demand an explanation:

How is a claim allowed on a refunded order after 70+ days?

What safeguards are in place to prevent this kind of abuse?

Why are repeat offenders not being flagged and restricted?

Enough is enough. This treatment is not just unfair it is harmful. Amazon must be held accountable for failing to protect its sellers from this kind of exploitation.

Hi, I recently had an order which shipped out correctly with Evri and when they attempted to deliver, no one was in so it was returned to the depot. They tried 3 more times before they then returned it back to me. The buyer later left negative feedback out of the blue saying item wasn't delivered?? I don't get how this is my fault and why hey have left negative seller feedback? I'm a fairly new seller on Amazon so this feedback has caused my order defect rate to go above the target due to the small quantity of MFN orders that I do. I was wondering if anyone could help? Thank you

Hi,

I'm wondering if anyone can help or advise with this issue.

Basically we received a message from Amazon 6 weeks ago saying that HMRC had told them we were NETP (Non-Established for Tax Purposes in the UK). Amazon have put a hold on our payouts until this is resolved.

We agreed with this assessment and told Amazon that they can start collecting VAT for sales dating from 1st January 2025. We have been remitting VAT direct to HMRC on all sales since were were VAT registered in September 2012.

However, Amazon are insisting that they have to take the VAT liability calculation back to June 2021 and that we have to claim this VAT back from HMRC, then remit to Amazon, who will, in turn, remit to HMRC. It seems a very cumbersome way of doing things, but HMRC confirmed that this is the only way to do it, so it is what it is.

Our issue is that in order for us to reclaim this VAT, we need a quarterly breakdown from Amazon for each quarter's VAT amount to show how they got to the VAT liability figure they say we owe. Our accountant has asked us to get this breakdown, I asked Amazon last Thursday for this information and received a 'bounce back' style e-mail that says 'We have contacted our internal team for information regarding your issue', but it's been almost a week with no response.

Our balance in Amazon is now approaching 500,000 GBP and we are beginning to struggle to pay bills and order new stock. Account health call backs don't help at all as they don't understand the issue and I am not receiving any responses from the e-mail addresses I have been told to message. It's really frustrating.

Any help or advice?

Dear Amazon team:

We have encountered a tricky problem and need your help. Our account has two products that have been removed from the EU sites including Germany, France, Italy, Spain, the Netherlands, and Belgium. We have provided the conformity statements, testing reports, packaging drawings, and usage instructions in various languages for these two products as per your request, but the appeal has been consistently rejected due to the lack of signature in the conformity statements. However, in reality, our conformity statements contain signatures. Another reason for rejection is that the instruction manual needs to include six languages: DE/FR/ES/IT/NL/BE, but there is actually no Belgian language. Therefore, it is not a problem for us to provide instructions in five languages: DE/FR/IT/ES/NL. At present, we can only appeal through a case because the records in the backend have disappeared. Could you please help us check the reasons for the rejection of the appeal? Even though we have submitted compliant materials, it has been consistently rejected. Could you please help us submit it to the internal team for a second review? Thank you, the relevant case IDs are 11086927552 and 11086884012.

I have an order where, after the customer confirmed receipt, they initiated a return with the first reason being 'wrong purchase.' I provided a return address and agreed to issue a refund upon receiving the returned item. However, the customer then filed an A-to-Z claim, stating that they did not receive the package. I requested a delivery confirmation from courier service provider in Germany and submitted this evidence during the appeal process. Despite providing this proof, my appeal was rejected, and this incident was included in my defect rate.

We have had a customer put an A-Z in for an undelivered item reason below:

'Package didn't arrive' and customer comments;

'Customer comments: Is anything missing? Yes. What's missing? The entire package or received empty package. Did your address change? No. Reason Code: NOT_RECEIVED'

The item has been delivered with the POD image and the customer signature, this info was sent to the customer and they said they never sent for an A-Z claim and called us liars etc etc..

Sent a screenshot of the A-Z claim that was submitted with 'customer comments' and again they said they never did this, I explained to them that this was unlikely as it is usually triggered by a buyer contacting Amazon, however I can understand how the use of Amazon and contacting sellers via the messaging centre can be confusing etc..

They eventually agree to contact Amazon to remove the A-Z claim, which after about 24hrs it was.

Then this morning we have had an email saying;

'Your account has been debited the original shipping amount for order 206-1557330-1374740. This is because you did not refund the buyer for those costs.

As the buyer returned the item you are required to refund the original shipping costs'

Firstly, we are only required to refund shipping costs if the item is faulty and returned, of which the appliance is NOT faulty, and has NOT been returned?!?!'

Why have we been charged for the shipping costs we have passed on from the courier to transport a 55kg box over 1.5m long over water to the customers house, for no apparent reason or proof.

@Seller_Huz6FT08OxHAR@Seller_Udi0JNbTrsmUV@Seller_TSXM2A5nxWSuH

How can I see exactly what my per-sale fees are on Amazon go to because it seems out of control and I can't profit, especially paying for Amazon Ads. Can I make a claim back on VAT as a VAT exempt (I still pay it)? If not, does that mean operating as a live business and take accounting more profitable due to the claim back?