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Hi fellow sellers,

I have been dealing with an extremely high rate of "order not received" cases on my FBM orders, and I want to see if others are experiencing the same issue.

Since switching some of my products to FBM about six months ago, I have noticed a growing trend of customers reporting that they never received their orders. However, the situation worsened significantly after Thanksgiving, and the issue has remained consistently high for the past three months.

My "order not received" refund rate in the last 30 days is 17.1%, and my year-to-date (YTD) rate is 11.3%, which is far higher than normal.

Customers with different names and addresses are submitting identical refund requests with the exact same wording:

"Friend, what's the matter? Why has my package not been delivered to me for so long? I don't need it now, I want my money back now, please refund."

This only happens on Amazon FBM – we have been selling for over nine years across six different marketplaces, and our "order not received" rate on other platforms is below 1%.

We have tried using multiple shipping carriers (USPS, UPS, FedEx), but the issue persists.

We genuinely care about our account health, customer experience, and Amazon policies, so we usually issue full refunds when buyers send messages claiming non-receipt—before they escalate to an A-to-Z claim. However, this ongoing issue is severely damaging our business.

Has anyone else seen an unusually high "order not received" rate on FBM recently?

Are there any known refund scams that match this pattern?

What is the best way to escalate this to Amazon and get a real investigation?

How can we efficiently handle "order not received" claims without immediately issuing refunds?

Any advice would be greatly appreciated!

Hello,

I was previously informed in Case ID 17325644891 that I needed to provide an order confirmation or an Amazon invoice that includes at least 50 units of AQUIS products to be considered valid documentation, and I quote "You must provide an order confirmation or an Amazon invoice that includes at least 50 units of AQUIS products."

I complied with this requirement in Case ID 17405687331, and 17385387261 yet my requests was still declined. I am unsure what I am doing wrong. Initially, I was told that my Amazon invoice was insufficient due to the quantity being too low. However, after submitting an invoice that meets the stated requirement, my request was immediately declined without explanation.

I have been struggling with this issue for weeks and am running out of options. Even after contacting support, the only info and advice they could give is "try changing the file(s) name" as they said Amazon invoices are perfectly fine to submit as long as they fit the requirements of 50 units, which I have tried. The company has shut down, and I no longer have direct contact with my representative. I would greatly appreciate clarification on why my request continues to be denied and guidance on how to resolve this issue.

Thank you for your time and assistance. I look forward to any response or help.

- Spero @ Thrive Market

@Glenn_Amazon

@Manny_Amazon

@Sandy_Amazon

@Dougal_Amazon

Hi, I submitted for brand approval and got rejected - then I completed the appeal with the correct tax number.

Case Id: 17391613141

When I went to check on the status just now it says it is in process but also has the reply button in blue as if they are waiting for a response from me? I'm confused, could someone tell me if I need to reach out to Brand Registry to get a clear picture of what they want from me - if anything. It shows my case number and"work in progress" underneath my case ID. I don't want to not reply and hold up my application but confused if Brand Registry is in fact waiting for a response from me or the page is just showing their "work in progress. Anyone have any experience with this? Thanks!

@Seller_Udi0JNbTrsmUV

Can QR codes direct customers to our website (outside of Amazon) where we provide additional product information? We do not request or influence customers to leave positive reviews; we simply ask them to share a review or contact us with any concerns through the platform where they purchased the product.

Product Compliance Doc Reviews have been slow and delayed since the beginning of last fall. We have had to escalate with SS basically on every single newly created ASINs that were pending for several weeks/months. Currently I have 8 ASINs that are still Under Review and have been waiting for months already. I've already escalated with SS twice, but still have not heard back. Can a moderator please assist?

Case ID:

17016568041

17106171851

17106068941

16950951491

16950951521

17016510401

17234331271

16950951541

We include shipping in our prices for books. We have set the parameters to allow time for media mail shipping. However, Amazon keeps using UPS for delivery date promises and threatens us with possible late deliver if we do not select UPS. This costs us nearly twice as much for shipping and takes all of our "profit"! Why do they keep making ridiculous promises that are way shorter than the promises we have set?

Hi @Seller_t9kvdr2yixQej

like many other sellers facing the same issue, we have come across the same brand "dzotmyn" hijacking 2 of the ASINs we were selling on. Please help

B0777NF7GL

B077BCCHB1

Hello, we will register a brand registered in the USPTO in the brand registry section of Amazon. I am an authorized seller of a registered brand in America. I have a sales contract, license agreement, and proforma invoices stating that I am an authorized seller of the brand. However, when I searched the forums in general, I saw that it was written that the American company address of the brand owner in the USPTO and the address of the American company of the Amazon account owner (i.e. the Amazon account business address that will register the brand) should be the same as the address of the American company. I have a different American company that belongs to me as the authorized seller of the brand, will I encounter any problems while registering the brand, please answer. Thank you

After submitting documents to renew our small business certification for the new year(been doing this for several years), Amazon has suspended our small business certification for some reason. After creating a case, I was told "Our review find that your account is not linked to the brand’s registration as a brand owner in Brand Registry." We don't own a brand have not registered a brand. I can't seem to get an explanation as to what's going on. This has not happened the last several times we have submitted updated documents for renewal, so what has changed this year?

Can I get a @Seller_nUXRIxpv1gT6F to look into this or provide more details? Thank you @Seller_37l8i4vuvugjG @Seller_pAPBCLhysbW5T@Seller_SBIjJooGeXSQ6

CASE 17402003721