Hello fellow sellers,

I'm facing a challenging situation and need some advice. A buyer recently filed a money claim against us for nearly £500. The item was fulfilled by Amazon (FBA), and the buyer returned it. However, Amazon did not automatically process the refund. We manually refunded the buyer, but shortly after, the buyer's Amazon account was supposedly suspended. They paid using a gift card and claim they haven't received their money back.

Amazon has confirmed that the refund was processed and the transaction is reflected on our account. However, they also stated that they cannot reverse the refund.

We can't afford to refund the buyer nearly £500 and also be liable to pay them through the court system. What steps can we take to resolve this issue? Has anyone else experienced something similar?

Thanks in advance for your help!

We have had 2 returns initiated recently due to errors in the titles of an item.

B07TS8WQVP

Amazon Title - Annie Pattern, with Zip

Title should be IMHO - ByAnnie Out and About PBA282 sewing instructions to make your own Rucksack / Backpack / Knapsack in two sizes. Clear concise instructions

We listed on this item via the upc format.

However the title is incorrect both grammaticaly and factually which has caused one of the returns (amazon automatically issued a return label costing us £3.30 for a letter sized item below 100g on an item that we are selling for £12.50 inc postage))

We have tried many times to correct several of these but as on this one where someone has lited it as a brand called annie instead of the correct ByAnnies you get stumped when trying to get anything changed. Have tried today to add some bullet points to possibly reduce the amount of returns bt they have not come through yet.

There seams to be a policy of just blocking/making a simple operation very difficult any changes asking for hi res photos etc or supplier details and when we look through our listing we probably have 100+ of these that we would like to change the name to the correct one but dont have the time to jump through all the hoops that amazon want to put in the way when it is obvious that the original poster has made a mistake on the listing.

@Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_Huz6FT08OxHAR @Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH

Hi, I am a new seller with my own branded garments and have tried to set up my new Amazon store but it is beyond confusing! I already have an ebay store which is so simple to add products to but the amount of information required on Amazon is beyond my capabilities and patience. I am confused by the product codes etc and it keeps telling me to fix errors (54!). I couldn't find the 54 errors so gave up and saved as a draft but when I went back to check, the draft wasn't there.

Are there any professionals out there who can set up or build my store? At this point I would be willing to pay someone to do it for me. I will be selling a range of my own branded mens briefs in a range of 9 plain colours and 5 sizes as well as a range with 7 different patterns in 5 sizes.

Thank you.

Everybody loves a deal (and I am sure your customers will too).

I have seen a few threads in the forums asking about what Price Discounts are or how to get “strike-through pricing"?

Price Discounts are a time-bound campaign in which you can offer discounted prices on your products for up to 30 days and on a limited number of inventories. Price Discounts for products with a validated reference price will appear with a strike-through price in Search and on the Product Detail page.

The benefits of Price Discounts are:

• Set a duration - Price Discounts can run between 1 to 30 consecutive days. The discounted price will automatically go live on the Start Date and will automatically end on the End Date you specify.

• Set a budget - Budget capabilities allow you to easily offer discounted prices on a limited number of inventory that is defined by you. When creating a Price Discounts on a product, you can enter the number of units to offer at the discounted price. Once you sell through the committed units, the price will automatically revert to its regular price.

• Increase conversion - Price Discounts can help you increase conversion and sell through inventory, including inventory on seasonal products at the end of the season.

• Product discovery - Price Discounts may help drive additional customer discovery and sales, both during and after the discount has run.

• View performance - While your Price Discounts is running and after it ends, gain insight into the impact it had with access to performance metrics such as Sales, Units Sold, Glance Views, Conversion Rate, and Sell-through Rate.

To be eligible for Price Discounts, you must be a professional seller with at least a 3.5 seller feedback rating.

Your products must meet the following criteria at all times:

• Products must have at least a 3-star rating
• Products must be in new condition
• Discount must meet the following:
• At least 5% off the 30-day lowest price bought by customers
• At least 5% off the current price
• At least 5% off the reference price for products with a validated reference price. Products without a validated reference price will not display a strike-through price or savings to customers
• Adult products, restricted products, or otherwise offensive products are not allowed
• A validated reference price, in order to show a savings comparison. For more information, go to Amazon Policy on Reference Prices

Well that just about wraps up today’s discussion on Price Discounts.

If you have any questions specifically around Price Discounts please feel free to leave them in the reply section below.

Sarah.

Hi, I am letting people know that Amazon have changed their policy on Royal mail 2D Bar codes i.e Royal Mail scanned on delivery. Sometime ago I raised this with Amazon that all our packages have "valid tracking" but Royal mail only scan about 80% and was told not to worry as Amazon are aware and will disregard if when needed we provide valid tracking proof. ie we sent them copies of the delivery label. Well that has changed. Last Friday some listings were deactivated and I had to provide the appeal which I did as usual, but this time it was turned down After a long conversation the result was we either change to a different post method (which would add about £1.00 to the cost and on cheap items that is a big percentage) or buy the same service from Amazon!

I am uncertain what the motive behind this is, to be competitive we will need to buy postage from Amazon? What I tried to explain is that as far as the customer is concerned there will be no improvement Royal mail will continue to fail scanning packages. In addition as we use 3rd party software to process all orders, will it be more difficult? Will Amazon then get details of my orders from Ebay and our own website? I think this stinks and anyone using Royal Mail 24 / 48 (CRL) should take note. Short term we will change to Royal Mail Tracked and accept less orders, longer terms we may have to buy shipping from Amazon, but before we do we need to consider the pros and cons

In case anyone is searching for information on something similar, there is a scam going around at the moment where Ebay drop shippers are selling for below your RRP on Amazon, then claiming refunds.

Firstly this refers to a D2C product that we sell, RRP £9.99 via prime. Our brand is trademarked, and this product does well. Two months or so ago, our product suddenly jumped massively in refunds being initiated by Amazon. This is not an easy product to damage and all refunds seemed to be for items not received. This item fits through a letterbox.

We've been having terrible trouble with refunds, all to odd buyer names, who have sent a "gift" to a different address. To try and counteract this, we reported to Amazon - didn't really get anywhere, but also reported the sellers to Ebay. Ebay does take the listings down, but the sellers just put them straight back up again.

We decided to open an Ebay shop and sell for RRP, ie below what the drop shippers can sell for. However one drop shipper then changed their price to £1 below RRP. At this point I wondered did they have stolen property in their possession as they wouldn't be making any money buying at a higher price from Amazon. I had a family member order from them on Ebay to get a better idea.

The item was received from Amazon, with amazon's paperwork and a slip saying it was a gift. Two days later the same name on the gift cert receives a full refund from Amazon, not only for this item, but for another "gift" item to someone else. My family member's name was on the order for delivery address.

On looking back with a fine tooth comb through my refunds for the last few months, 70% of them are to odd names, ie double letters where they shouldn't be, back to front names etc. and for "gifts" to a different delivery address. We believe there's a team of people at this so that any one person doesn't get penalised for too many refunds.

Just to make anyone else on here wondering about their refunds rising aware.

One of our customers placed an order with us and requested a cancellation shortly. We cancelled the order 11 days ago, and the customer just left us 1-start seller feedback saying, "Cancelled this order still not received a refund."

Isn't that should be Amazon's responsibility to refund the customer when the order is cancelled? They say that they cannot remove the feedback as it is "a direct reflection of their Amazon shopping experience" and tell us that we should contact the customer even though the contact buyer button is gone!

Hello,

I really need your urgent help/advice guys.

First of all, I'm not a new seller. I've been selling since September last year, I've achieved month on month steady growth on the UK marketplace. I currently have over 700+ active SKUs.

However, overnight, without any warning or notification, since 16 June, I have had a significant issue with my Amazon account: I have lost the BuyBox/Featured Offer for ALL of my listings.

As a result, in the last few days my daily sales have dropped from around £1000 to almost zero. In addition, my "Featured Offer %" has dropped to 0%. Btw, my account health is currently 248.

I opened several tickets without success, but chatted with Amazon Support who confirmed: "As of the moment your ACCOUNT is not eligible for BuyBox".

However, as to the reason why this happened and what I needed to do to get it resolved, I was told nothing but to wait. The problem is that I am losing money every day by not being able to sell anything, but I have to cover the costs of my business and order new products.

I cannot name here a specific ASIN, because this issue affects ALL of my SKUs (700+ listings), and given that it appears to be an Amazon-side problem. Therefore I am requesting your urgent assistance.

I have already emailed the Managing Director about this, but have not yet received a reply.

Can I somehow reach the team responsible to check my account and restore the Featured Offers in my account as soon as possible?

Thank you for your prompt attention to this urgent matter.

Thank you!

Regards

Hi

I am trying to remove a 1 star rating on my listing but no feedback was left by this person nor was it a verfiied purchase. Amazon have repeatedly said "they have investigated and have taken appropriate action" but the 1 star rating is still there. It's clearly a fake rating as no one purchased anything, I need some help to get this removed please.

Thanks

After receiving scripted updates, I thought I would post a sample response to an ongoing case.

For the Amazon bots - I have removed all personal information apart from the information that you now insist that every poster has to be identified . Below is the Amazon case update in quotations and my hyphoned responses.

Dear ********************

In response to your last message to me

"Dear Selling Partner," -You can't even be bothered to look up my name and just posted a generic lazy response, probably scripted

"Greetings from Amazon Selling Partner Support Executive Escalation Department." -Not sure why escalation? Doesn't appear you have any clout since you're failing to get responses from your team

"We regret the inconvenience faced by you." - No you don't, you have been complicit in not giving a proper response or progress to resolution since December last year

"We are working with our internal team regarding your concern." Doubt you have been working on this, I am pretty sure it would take a matter of minutes to actually resolve and generate progress. Either that or your team is not listening to you.

"As soon as there is any update, I will notify you." pointless response really as you haven't had a real update since December last year when I first notified you of the overcharges.

"Thank you for your understanding." - As per the last message, I asked you not to thank me for my understanding as I do not understand it. I find it patronising, thoughtless and doesn't add anything to get the matter resolved. I am however glad you have not mentioned my patience and took on board that this has already run out.

*****************************************

"Selling Partner Support Executive Escalation Department" Very impressed with the title, not so impressed with the action or should I say lack of action from the department.