Hi everyone,

I’m hoping someone here can help or advise.

I listed a product in FBA, and before listing, I measured the item carefully — the height was 2.3 cm, which meant the FBA fee should have been £1.67. However, during the listing process, the system picked up the height as 2.69 cm, and the FBA fee increased to £2.42.

I requested a remeasurement and have raised this issue more than 5 times under the same case ID. Each time, I receive the same incorrect measurement of 2.69 cm.

Eventually, I asked Amazon to provide proof, and they sent a photo from their warehouse. Ironically, the image clearly shows the height is 2.3 cm, exactly what I’ve been saying from the start.

Even after showing them their own evidence, support keeps responding that the “internal team is reviewing it,” and then the case gets closed without any change. This has been going on since 12th May 2025, and it’s incredibly frustrating.

Every time a new support agent replies under the same case ID, they just repeat the wrong measurement and close the case. I'm stuck in a loop.

Has anyone dealt with something similar? How did you get it resolved? Is there a way to escalate this beyond frontline support when you have solid proof?

Any help or guidance would be greatly appreciated!

Thanks in advance,