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Never used to be much of an issue this, very occasionally I would get a message from a customer saying the item was late and they need a refund.

Over the last couple of weeks I am getting many messages asking me for a Refund as the item hasn't arrived on time and it is too late to be used. Almost always these messages come on the Expected Delivery date or the day afterwards. I am getting it all hours of the day and it is driving me mad.

I know Royal Mail can be slow but is there any kind of change in Amazon messaging which anyone is aware of which is driving this?

This is particularly impacting Letter Post sent by Royal Mail where there is no tracking.

This is different to the Item is Lost messages I get which I am used to (and still get!).

I uploaded the product video three times, and each time it was rejected saying my video was illegal。Does anyone know how to contact the Amazon team to help with revisions? Or provide some reference suggestions?

Hi,

I'm a new Amazon seller with only 56 shipped orders. Every order is sent via Royal mail tracked 24 or 48. Every order has tracking information and all orders have arrived on or before there due dates.

Whilst under review I'm still receiving orders and sending them out the same way.

I replied to the first email Amazon sent to say the review was happening as one order was missing the tracking. I added the tracking number and sent this to them in the email. Today I got another email stating there isn't enough information to reinstate my account and if they don't get the information required the account will remain deactive.

What do I need to do, I've checked every order this morning and everyone has valid tracking information. No customers are claiming they didn't get their parcel and I've had no negative feedback.

Hi everyone,

I’m hoping someone can clarify this for me. I currently use Royal Mail 24 and Royal Mail 48 services to fulfill my Amazon orders. As you know, these aren’t fully tracked services, but they do provide delivery confirmation when the parcel is delivered (a barcode scan at delivery).

My question is — if I dispatch an order using Royal Mail 24/48 with delivery confirmation, and later a customer opens an A-Z Guarantee claim saying the item wasn’t received, how is this handled by Amazon’s system?

Since the decision process is largely automated (AI-based, not human-reviewed initially), and these services aren’t classed as ‘tracked’, would the AI still side with the customer even if I can provide the delivery confirmation scan?

Would appreciate hearing from other sellers who’ve been in this situation — or if there’s an official Amazon position on using services like Royal Mail 24/48 for fulfilling orders and how it affects A-Z claims.

Thanks in advance for any advice!

This is a very frustrating situation i have purchased a number of units of ASIN : B07VD91NBT

Amazon is also on the listing and pretty sure they get from the same distributor as me. In regards to getting approval i have a letter of authorisation and sales invoice which automatically keeps getting rejected. I have asked multiple times why does it keep getting rejected and no reason why.

This situation is so frustrating , My seller invoice is PDF, clear visibly everything matches up. Can anyone assist or have any pointers on how i can get approval ?

Hi everyone,

We’re hoping someone here can advise or has faced something similar. Our UK-based account was recently deactivated due to three “Counterfeit” complaints linked to a popular supplement brand. However, the products were 100% genuine — sourced directly from the manufacturer in the USA via their authorised UK distributor.

We’ve provided Amazon with:

- The manufacturer’s authorisation chain (to distributor, then to us)

- Letters of Authorisation

- Clear proof of authenticity

- Communications confirming the brand asked the complainant to retract the claims

The issue began when a competing seller contacted us demanding we stop selling these items. When we professionally requested proof of exclusive rights, none was given. Instead, they filed IP complaints under “Counterfeit” — a categorisation we believe was deliberately chosen to trigger an account shutdown.

That same seller:

- Placed multiple orders with us

- Left negative reviews on each, all of which were removed by Amazon for being abusive

-Returned the exact same items for refund — we recorded all returns showing they were genuine

Despite Amazon removing the malicious feedback, our account remains fully deactivated, even though both the manufacturer and supplier confirmed the product is genuine and authorised.

This feels like a serious flaw in enforcement: using the “Counterfeit” flag not for IP protection, but for commercial suppression of competition. We’ve done everything by the book and still face severe business consequences.

Has anyone managed to resolve similar abuse of the counterfeit reporting system? We’re actively appealing, but Amazon’s process seems stuck in “evaluation.”

Thanks,

A UK Seller

Hi everyone,

I've been selling books for the past year but over the past month been doing some research and looking to move into Online Arbitrage and just wondered if anyone could offer any advice/thoughts on the below.

So I'm looking to source from Online retailers and will ensure I always get an invoice when sourcing products/ Stock. Does any know if Retail invoices are accepted by Amazon for both Ungating purposes and also in the case of IP Complaints?

I know Amazon don't accept retail receipts that's why I've chosen online Arbitrage rather than Retail Arbitrage but can't find any information regarding retail invoices.

Thanks

Hi,

Can anyone please help or point us in the right direction. Is there a specialist escalations team or contact email to help resolve our problem? Has anyone experienced this before? Thank you so much in advance.

Sorry for the length of this message.

• Our problem:

Despite being granted exemption from Valid Tracking Rate (VTR) in July 2023 (Case ID 8840550782), our FBM furniture listings (on Amazon.co.uk) were deactivated on May 21st 2025 “due to low Valid Tracking Rate”.



We have spoken with Account Health, who advised we submit an appeal. However, the two appeals have been declined, each citing that “to avoid low VTR and potential deactivation, we should use one of Amazon’s integrated carriers”. No acknowledgement that our FBM furniture offerings are exempt, even though we included the aforementioned case ID in our appeals.

After the failed appeals, Account Health advised that we should contact Seller Support in a new case ID and request that they confirm the exemption - even though exemption was, and still is, confirmed in a previous case ID(!!). Upon speaking with Seller Support, they stated that they can not confirm exemption if it has already been confirmed in a different case ID.

We are at a complete loss and don’t know who to turn to, to get our case resolved.

• Our exemption from VTR:



The reason we were granted exemption from VTR in July 2023, is because the heavy and large (non-palletised) freight we send, is too large and heavy to go via any of Amazon’s UK integrated carriers. Therefore orders are self-delivered using our own logistics. Deliveries are arranged and booked in directly with the customer, so that they know exactly when to expect it, including a 3 hour time time slot on the day. As this is an arranged booking service, "tracking" is not available. It is a white-glove delivery service, with detailed POD photos taken with each delivery.
Since using our own logistics, we have all but eradicated customer complaints and A-Z claims which would be related to transit damage or lost packages using alternative carriers.

Yet despite exemption from VTR and demonstrating excellent delivery performance and positive feedback, our listings have been deactivated.

• Seller Support to date:

We currently have an open case (ID: 11148219922) with Seller Support which has been a “Work in progress” since 27th May. The case addresses all of the above with much back and forth via chat and phone calls. We were assured via the latest chat (on 3rd June) this would be escalated as “high priority” with an internal team. Yet we have not received any updates or resolution, and it has been 17 days since we created the case, and 23 days since our listings were deactivated. We are growing incredibly anxious.



We are a very small business, and the business supports me and my family which includes 2 very young children. This is our livelihood. And each day our listings are deactivated is costing us and our business dearly.

If an Amazon community support member is reading this, please find I have copied a snippet of Amazon’s VTR article below with the clear reference to VTR Exemptions using self-delivered shipments and own logistics - see the last bullet point:

VTR exemptions
- As per Amazon's VTR FAQ and help article:

https://sellercentral.amazon.co.uk/help/hub/reference/G201817070

"We don’t calculate VTR for the following Fulfilled by Merchant shipments:


* Cross-border shipments below £20: Shipments to and from Germany, France, Italy, Spain, the Netherlands, Portugal, Poland, Austria, Sweden or Belgium below £20 (including shipping, excluding VAT) are exempt from VTR if shipped using a “letter” method.

* Untracked Royal Mail 1st and 2nd Class Letter stamps and franking are exempt from VTR if purchased through Amazon Buy Shipping (at no extra cost).

* Digital products such as audiobooks.

* Self-delivered shipments (that is, shipments that are delivered using your own logistics)."

Thank you to anyone who can help or tag someone who may be able to assist and help resolve this.

Best wishes,

Marion

UK VAT asks for Address from Non Uk residence - can we use virtual address by paying monthly? but that is too expensive for every country you keep paying only for virtual address every month for VAT. Kindly explain the right path for UK VAT registration and how can i tackle with UK address ask during registration on HMRC. Thank you