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Seller_XUNeUuvrQDpgP
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Seller_6HXPDZ2n6YG3n
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Seller_AyesGyWcEZ0pc
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Seller_3iiFN1eHSHWmd
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Seller_ffDSmJ9POyrBl
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Seller_540qgZMXuuXdD
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Seller_h3jruNI2M6r08
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Seller_PoOa3AmGesZAn
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Seller_yZh14EW4eNMNv
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Seller_u94BIXCKacoJ3
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Seller_d8WfbEccuaGMc
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Seller_XUNeUuvrQDpgP
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Hello Sellers!

Today, let's explore the "Request a Review" feature - your simple tool for collecting customer feedback!

💫 What This Feature Does:

  • Sends both product review & seller feedback request
  • Auto-translates to customer's language
  • Works only 5-30 days after delivery

🎯 Quick Steps to Request Reviews:

  • Go to Orders List
  • Click on Order Details
  • Look for "Request a Review" button at top right
  • Click once - Done!

🗣️ Over to you, Sellers:

  • How's this feature working for you?
  • Any success stories or challenges to share?
  • What improvements would make it more effective?

Interesting article: Request a review from a customer

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Seller_6HXPDZ2n6YG3n
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Hi Amazon Team and Fellow Sellers,

I’m reaching out for urgent help and a fair review.

We just had an A-to-Z Guarantee claim granted against us and it’s now impacting our Order Defect Rate (ODR) despite the fact that we did everything right as a seller.

Here’s what happened:

The buyer claimed the delivery driver stole the package (a serious accusation)

We asked for proof (such as a police report or any supporting evidence) but received no response from the buyer.

We tried multiple times to contact the customer to resolve this matter amicably, but they ignored us and instead went straight to Amazon.

Meanwhile, we opened a case with Amazon Support for guidance (Case ID: 11127978112) to ensure we were handling it correctly.

Despite our efforts and the customer’s refusal to engage, the claim was granted, and now our account health is at risk.

This feels deeply unfair. According to Amazon’s A-to-Z Guarantee Policy, sellers are supposed to be given a chance to resolve issues with the buyer but we were completely denied that chance.

We followed Amazon’s rules. We acted in good faith. And now we’re being penalised for doing exactly what we were supposed to do.

We’re asking Amazon to review this case thoroughly, including the full message history and our support case, and remove the ODR impact from this unfair claim.

If any Amazon staff see this, please help escalate the matter. And if any sellers have faced similar situations and found a way to appeal successfully, your advice would be greatly appreciated.

@Seller_iTgjdgiRqiPsn @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK @Seller_TSXM2A5nxWSuH @Seller_fgtTzyHQfOM1x @Seller_XUNeUuvrQDpgP @Seller_gAhPNiLrkfTcr @Seller_VJ4XoAkjDpjPH @Seller_b91S9zQ2eKxLt @Seller_j9Bd91CW3ZVpr

Thank you,

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21 replies
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Seller_AyesGyWcEZ0pc
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Damaged returns
by Seller_AyesGyWcEZ0pc
Amazon replied

We have received back damage returns but we can't open up manage safe t claim. We opened up a case back in April but still no answer. The order was automatically refunded.

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Seller_3iiFN1eHSHWmd
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Customer wanted to return his items (approx. £ 250 value) as purchased by mistake.

Amazon authorised the return and give customer an Evri returns label. Evri collect.

After 10 days, nothing from Evri. Customer wants his refund, involves Amazon, and of course gets a full refund. It's not the customer's fault and it's not my fault.

3-4 weeks have passed now and nobody takes any responsibility.

The blame lies with Amazon and Evri: I cannot contact Evri as it's an Amazon return because I'm not the sender or the account-holder. Amazon don't care to help, they just gave customer a full refund and wash their hands of my financial losses.

So end result: I lose, everyone else wins.

Maybe it's best to stop selling on this platform. The only winner is everyone else except for the sellers.

I wish I could close my Amazon account and be independent.

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Seller_ffDSmJ9POyrBl
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A to Z claim Fraud
by Seller_ffDSmJ9POyrBl

Hello, Ive had 2 orders where both of them were delivered with a photo of delivery, proof of signature and GPS cordinates showing item was delivered at that address. One buyer even acknowledged that the photo is of his yard but said he hasnt received the order. Both of them opened a claim and amazon refunded them both. Went through appeals and was told that as buyer didnt receive the item refund has been issued. What more proof do you guys need? ????

this is totally unfair on amazons part. As a small business we continue to suffer due to fraudulent actions of buyers.

Order ID: 205-5081902-4238749

Order ID: 202-3280404-5900327

@Seller_TSXM2A5nxWSuH / @Seller_gAhPNiLrkfTcr / @Seller_DNQGSsdC7DccM

4 votes
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18 replies
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Seller_540qgZMXuuXdD
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So, the Customer Reviews page is being discontinued in favour of Voice Of The Customer.

I find VOTC useless. I have a couple of "Very Poor" listings because of Negative Customer Experience (NCX), but it doesn't give any useful feedback. Reviews usually (but not always) give you some information you can work with.

Unless I'm missing something, VOTC doesn't tell me anything about why the customer had a negative experience.

1 vote
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7 replies
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Seller_h3jruNI2M6r08
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on day 18th June I’ve been hit with hundreds of sudden charges on my account as a postage adjustment - Carrier delivery label adjustment due to under-charged delivery label , it's about 300 false claims with amount from £0.05 to £1.25 by EVRI again

seller support just replies that I need to contact Evri!

a few sample order IDs

204-9194731-0189141

205-9762276-9121904

202-1727070-6735523

206-4860895-9980316

you should check your transaction

@Ezra_Amazon

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Seller_PoOa3AmGesZAn
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Hi all,

I’m hoping a community moderator or another experienced seller can help with this. I’ve had a SAFE-T claim (ID: 92805-47851-4618652, Order ID: 204-1646829-9429106) denied despite meeting Amazon’s reimbursement criteria.

The item was returned damaged and unsellable.

We provided a written statement from the manufacturer (SunnCamp) confirming it was not a fault, but customer misuse (likely tripping over a guyline).

This falls under Use Case #2: “The item was damaged by the customer and returned in unsellable condition.”

The SAFE-T team replied with a generic final denial and refused to address the evidence.

Seller Support also refused to escalate further and redirected me to closed channels. I know from experience that moderators here have been able to flag mishandled SAFE-T decisions when sellers have done everything right.

Could someone please escalate this internally or advise how I can get this reviewed properly?

Many thanks,

Gavin

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Seller_yZh14EW4eNMNv
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Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product: B0C9MTCRY4

Order number: 203-8302252-0026768

Return requested: No

Reason for contact: Costumer was supposed to receive the order on 19 of june but hasn't received it yet. Now costumer don't want it anymore. Initiate the refund right away. Respond asap or else we have to file a to-z gurantee claim against you.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service

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Seller_u94BIXCKacoJ3
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Proactive Issue Handling Still Results in ODR
by Seller_u94BIXCKacoJ3

Order #206-0419486-0972358

The customer requested a return due to personal reasons. We actively followed Amazon’s return process and provided support.

However, the customer did not use the official return channel and instead returned the item directly to our warehouse.

We have received the item, which showed minor signs of use and required only simple cleaning. According to policy, cleaning fees should be charged to the customer.

The customer refused to pay these fees and filed an A-to-Z claim. To maintain customer satisfaction, we proactively offered to cover the cleaning fee and fully refund the customer, while requesting Amazon to close the claim.

Despite multiple appeals and providing full evidence, Amazon did not close the A-to-Z claim and restricted our ability to process the refund.

Ultimately, the claim was approved in the customer’s favor, and our account was negatively impacted with an ODR.

We acted promptly and cooperatively throughout, yet still faced an unfair penalty.

1 vote
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4 replies
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Seller_d8WfbEccuaGMc
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A-Z claim, then onto a chargeback?
by Seller_d8WfbEccuaGMc
Amazon replied

A customer claimed they didn't receive their order (£599.99) despite tracking showing the item delivered at their address. Customer opened an A-Z claim which was denied, they have now gone on to open a chargeback against us.

I'm trying to understand what the point is in A-Z if the customer can lose and then attempt a chargeback AS WELL?

It is not only frustrating as hell that a customer is trying to scam us but we now have to spend valuable time defending ourselves against multiple claims.

The other irritating thing about the chargeback is that we cannot attach any photographic evidence. Is there anywhere images can be uploaded?

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3 replies
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