Urgent: High-Value Fraud Case (£5,595.87) - Seeking Escalation Guidance

Hello Amazon Seller Community and Forum Admins,

We are reaching out for urgent assistance with a significant fraud case involving Order ID: 202-9780436-3289944, resulting in a loss of £5,595.87. Despite multiple communications with Seller Support, we have not received clear guidance or resolution. We hope the community or admins can help escalate this to the appropriate team.

Case Details:

Critical Issue: Amazon issued an unauthorized refund to the buyer while the package was still in transit, without an A-to-Z Guarantee claim or seller authorization.

Our Action: We provided the buyer with a prepaid return label to return the item to us.

Fraudulent Activity: The buyer returned a fake cosmetic ring instead of the original high-value item, clearly indicating deliberate fraud.

Financial Impact: £5,595.87 loss due to the improper refund and fraudulent return.

Actions Taken:

Filed a police report and Action Fraud case (Reference: NFRC250407287869).

Submitted evidence to Amazon, including:

Photos of the counterfeit item

Original invoice and product details

Action Fraud report confirmation

Reported via Seller Central > Account Health > Report Abuse, as instructed.

Contacted Seller Support multiple times (Case ID: 11034139312), but responses lack actionable steps or specify the responsible team.

Challenges:

Seller Support suggested filing a Safe-T claim, but this is not possible as Amazon issued the return label, not us.

Responses from Seller Support (from individuals claiming to be from the Leadership Team) are vague, referencing "the team responsible" without identifying them or providing an escalation path.

No progress on reimbursement for the unauthorized refund, despite clear evidence of fraud and a police report.

Questions for the Community/Admins:

Has anyone successfully escalated a high-value fraud case with a police report? If so, which team handled it, and how did you reach them?

What is the specific escalation path for cases involving unauthorized refunds and fraudulent returns?

Can forum admins assist in escalating this to Amazon’s internal fraud team or the UK Executive Team?

Are there alternative channels (e.g., emailing jeff@amazon.com) that have worked for similar cases?

Request:

We urgently request assistance in escalating this to the team responsible for fraud and unauthorized refund issues. If admins can review Case ID: 11034139312 and facilitate escalation, we would be grateful. Alternatively, please provide specific contact details or steps to reach the correct team.

We’ve also contacted Action Fraud and are considering further legal action, but our priority is resolving this through Amazon’s processes. Any advice or experiences from the community would be greatly appreciated.

Thank you for your support.

Sincerely,

Dazzlingrock Team

Contact: +1 (213) 622-3264 (U.S. business hours)

Note: We have followed Amazon’s guidelines for reporting fraud and provided all requested evidence. The issue stems from an improper refund initiated by Amazon’s system while the package was in transit, followed by the buyer’s fraudulent return of a fake item using our prepaid label.