I reported to Amazon that the buyer sent back an empty box.

What can I do? I sent pictures. I got the answer that I don't have to refund my money and it doesn't mean anything negative to my account.

Then after 36 days Amazon refunded my money and I got a negative answer. I reported to Amazon that I acted according to the instructions they wrote. But they rejected my appeal.

When will the intentional theft of customers end? The bigger problem is that I can't hold Amazon accountable for things written by Amazon. Because they don't keep their promises. More precisely, they lie.

Another buyer that doesn't read the item, then requests a return, and Amazon automatically refund immediately - without it being zapped by the Post Office (impossible on a Sunday!). She claims she thought this was a CD, and can't play vinyl. It'll be interesting to see if I actually get the item back.

https://www.amazon.co.uk/gp/product/B00AWZUDK0

I'm just a small scale artist selling my work on Amazon but recently because one item was a day late I have negative feedback from this person given before he even contacted me and his subsequent message was titled 'where's my stuff'. I am now on a warning as my account is showing a 2.7% rather than the 1% required and being threatened with my account being closed.

I am unable to report the feedback as it doesn't meet Amazon's criteria.

What do I do in this situation?

Thanks.

@Seller_DNQGSsdC7DccM@Seller_XUNeUuvrQDpgP

Hi could someone please help either escalate or advise.

Horsham FC bought a £1k printer from us, they rang after 4 days as DPD had failed to deliver and Amazon refunded them, no problem. It was then delivered a week later to the club. In the meantime they ordered another printer and was successfully delivered. I rang them and they confirmed they have the '1st' printer in their possession. i asked them to raise a return and send it back to us. They haven't they said they are waiting for Amazon to send them a label??? they have made no attempt to raise a return. I have tried raising a safe t claim but get an error messaging saying you have to be debited (i have checked numerous times and the refund has definitely been taken from my money) i raised a case on the 17th June but still have not been answered Case ID 11217280092

I spoke to Amazon customer service on the 2nd July on the whole scenario Case ID 11265151222 and nothing.

I just want the football club to return the printer, they dont need it as they already have one.

Hi all,

I’m dealing with a customer issue and would appreciate advice on how other sellers handle similar situations.

A buyer is accusing our product of being fake and demanding a refund without returning the item. I’ve made it clear that we will only issue a refund once the item is returned, as all our products are 100% genuine and approved by Amazon.

This is actually the second time I’ve had a customer try to get a free item by making a false counterfeit claim. In both cases, Amazon asked us to submit documentation. We provided invoices and brand authorization, and Amazon confirmed everything was in order.

It seems like Amazon asks for supporting documents every time someone makes a claim like this, which is fine since we only sell authentic goods anyway.

Has anyone else experienced this kind of behaviour from customers? How do you usually handle it?

Summary:

Buyer claims a item is fake and demands a refund

No return request has been initiated

We have provided proof of authenticity (brand authorization and invoices) to Amazon

Customer is trying to get a refund without sending the item back

Amazon customer service has contacted us twice asking us to "help the customer accordingly" but the return request still hasn't been made

Here’s the timeline and key messages:

02-Jul-2025 07:12 – Customer:

“I believe this is a fake . I want my money back.”

02-Jul-2025 10:00 – Our reply:

Thank you for your message. We want to assure you that our products are sourced directly from the manufacturer, and we are confident in their authenticity. We understand your concern and take such matters seriously.

While we do not issue refunds based solely on personal belief or suspicion, you are welcome to return the item if it is within the return window and meets the conditions outlined in our refund policy. Please note that refunds will be processed in accordance with that policy.

If you need assistance initiating a return, we’re here to help.

Best regards,

08-Jul-2025 – Message from Amazon CS:

Customer contacted Amazon stating the item is fake and they want a refund (but still no return request).

08-Jul-2025 – Our reply to customer:

Firmly rejected the fake claim, confirmed product authenticity, and restated refund only upon return in unused condition. Warned that false accusations may be reported.

11-Jul-2025 – Second message from Amazon CS:

Again asking us to help the customer, still no return request.

11-Jul-2025 – Our final reply to the customer:

We strongly reject your repeated claim that the item is fake. We have already submitted all required documentation to Amazon, including proof of authenticity, brand authorization, and invoices. The product is 100% genuine and complies with Amazon’s policies.

Your accusations are baseless and damaging. We are now reporting your behaviour to Amazon for making false claims and misusing the return system.

We will no longer engage in further communication regarding this matter. If you wish to return the item, it must be in original, unused condition. Once we receive and inspect it, your refund will be processed within 48 hours.

Both Amazon and our store operate under clear terms and conditions. Repeated calls or complaints will not change those terms. You are expected to follow the same rules as every other customer.

This is our final message. You have been reported.

We’ve now reported this behaviour to Amazon but I’m wondering:

Have other sellers experienced buyers trying to get refunds by claiming items are fake but refusing to return them?

How do you protect yourself when buyers make false counterfeit claims without evidence? Personally i never give a refund unless item returned original condition.

Is it common for Amazon to push sellers to "help" in cases like this even when the buyer refuses to follow return policy?

Appreciate any input or experiences you can share.

Thanks!