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I’m dealing with a situation regarding non-returnable items and customer refunds, and I’m stuck in a logic black hole...

Some of my items are classified as non-returnable due to hazmat status. It’s a bit odd, though, because Amazon can ship these items to customers but won’t allow them to be returned. Still, I understand the policy—it’s just a little frustrating.

The issue arises when a customer requests a refund for an item with the reason “Damaged during transit.” Since this is an FBA order, it seems pretty clear that Amazon is responsible for transit damage.

According to the FBA Inventory Reimbursement Policy and the Standard Damage-Fault Ownership Evaluation, Amazon should be responsible for damage during transit, and I should be reimbursed for any related refund.

Here’s a quote from the policy I’m referring to:

"Amazon-fault damages are a result of transit or handling issues and include inventory dispositions such as 'carrier damaged' and reconciled 'warehouse damaged.'"

FBA Inventory Reimbursement Policy

However, Amazon support has mentioned that they can only evaluate fault once the item is returned to the fulfillment center. But... the customer’s item was non-returnable, so it never came back to the fulfillment center for evaluation!

I’ve had multiple cases like this where refunds were issued because of “Damaged during transit,” but no reimbursement has been processed because the items couldn’t be returned and therefore evaluated.

I’m hoping the mods can help me escalate these cases or at least provide more clarity on this situation.

Thanks in advance!

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4 days ago received an e-mail requesting ID verification. Government issued ID and selfie. 3 days to turn it in or be deactivated. I complied and turned both in same day. Received email it will be processed in 48 hours but it’s been 96 hours with no processing. Deactivated account with inventory stranded. Multiple phone calls but no help!!!

Hi Amazon team,

I opened a case 5 months ago, and the last reply I received from Amazon was in November of last year. Amazon refused the reimbursement even though I had already submitted the invoice, and Amazon's email confirms that the units were (Received in full. ) I also submitted the Amazon warehouse balance and the closing units for those particular items. How can Amazon state that they haven't received them? It's been 5 months now, and there has been no response from Amazon

FBA18KJ3Q1ZR

Case id 16635459171

Please help

@Seller_hme3Wbydd1ihr @Seller_OOVUXZLmb2UEH@Seller_YeWcEeTwlVO93@Seller_RSwABJNHpHnEZ @Seller_RsATYbG9XP0HP@Seller_SBIjJooGeXSQ6

Hello,

I have not been using my seller account since 2019.

I logged in my account and it shows a negative balance. I added new credit card but payment still not taken.

I do not see repay option on my payments screen. I tried to contact Amazon but I keep getting generic responses. Can anybody help me?

Case id:17503243001

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@Seller_SBIjJooGeXSQ6

@Seller_guPeMXBrBxqyU

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@SEAmod @Danny_Amazon @Manny_Amazon @Jameson_Amazon @Glenn_Amazon @Cooper_Amazon @Sandy_Amazon @Jim_Amazon @Dougal_Amazon please help!

This listing is by far my biggest seller. I am a third party seller and created it years ago and have always been the only seller. I am unable to ship inventory. It has been hijacked by brand pirates and changed to the name AosBet. Brand name is clearly shown in listing images. It should be "Desi Pak"

It is extremely frustrating to have no clear direction from Amazon on dealing with brand pirates. This happens on a regular basis. Last time was only a few weeks ago.

Any attempt to create a case ends with "You are not qualified to change the Brand. Please provide the suggested new product information, which will be communicated to the brand owner."

I reported a policy violation. Complaint ID: 17508060511

Anybody getting tired of Amazon threatening your livelihood for minor "infractions" that Amazon makes up?

The latest for me is the "late shipment" and "risk of late delivery".

I NEVER promised delivery by any particular date, and the majority of my customers don't really care.

I set my handling to two days, then Amazon says I need to Ship By a certain day. When that day comes, Amazon demands that I purchase overnight or expedited shipping so the package won't arrive "late". What is the purpose of extra handling if you just make me pay through the nose (LOSING MONEY) to ship it overnight anyway?

Again, I never promised expedited shipping. Then, just to rub it in, I have those occasional customers who look at the Amazon-inflicted delivery date, and when it doesn't arrive by then, they demand it for free, and Amazon gladly refunds their entire order with shipping. This is particularly a problem with FBA in Canada. Fully 3/4 of my orders demand refunds from Canada, claiming the packages were late or never arrived.

Yesterday, I checked the shipments I was supposed to send...nothing there. Late, late last night a few came in. Well, Amazon is threatening me today because I didn't ship those items yesterday...when the handling time is set to two days.

Getting awfully tired of Amazon dictating these things to me, then making threats.

Asking for a mod to escalate this to someone who can fix it.

I now have several "Suspected Intellectual Property Violations" for "Trademark Misuse" of the brand name "Mega Construx." This is because someone changed the brand name attribute to "Mega Brands." If you don't know, these are the same thing. Mattel owns both of these brand names. The original brand name was "Mega Bloks," which they still use for their bigger brick toys aimed at younger kids, and they used "Mega Construx" for a few years and now they are changing their brand to just "Mega" for their main line of brick toys, all under the umbrella of "Mega Brands." The main point here is that it is all the same company, owned by Mattel.

I have a case open for this issue, #17460435981 for ASIN B075182VJP. (I also have the same "violation" for ASINs B0794K61QW and B07YT798DT, although I'm sure there are many more ASINs affected.) They keep telling me that the two brand names, "Mega Construx" and "Mega Brands," are registered separately in brand registry, and that I need to "Share a letter of authorization or licensing agreement proving that you're authorized by the rights owner to create and list products using [INSERT PROTECTED BRAND NAME] trademarked term." (I guess they couldn't decide which brand name to insert there.) Of course, the system is not asking for a licensing agreement between me (or any other 3rd party seller) and Mega Brands, it is asking for a licensing agreement between Mega Brands and Mega Construx, which does not exist because they are the same company.

There is no violation here. Someone at Amazon just needs to update their database to understand that these are the same company, and allow the term "Mega Construx" to be used in listings where the brand name attribute is "Mega Brands," and vice-versa.

Hello all,

We sell our branded parfums on Amazon, among many other items from our collection. The return policy used to be that parfums and other possible hazardous materials are non returnable via FBA. That said, we were selling them FBA to avoid any restrictions on returns. Now, the non returnable policy is across the board (somehow I missed that update announcement).

We received a message from a customer saying that "The sprayer on the Perfume is defective. I want my money back". After messaging the buyer and giving them instructions on how to initiate a return, the buyer says "Amazon told me I do not have to return the perfume". At first, I thought it was some sort of new fraud, but the buyer was actually correct in that, Amazon did tell her to keep it and we are still expected to refund the buyers money.

We contacted Seller Support for some clarification and they said, regarding perfumes, they are non returnable because of hazmat. I told the rep, that is super interesting that we as the seller are allowed to ship "hazardous materials" but the buyer can't return ship them. Obviously, they do not want to get sued if something happens to the buyer, but this kicks the door wide open for fraud as all the buyer has to say is the item is defective, and they will receive their money back.

I said to seller support, Gucci sells perfumes at $90.00/Item, if I buy 1000 units of them for $90,000.00 and tell you they are ALL defective, you are going to return $90,000.00 to me and cause almost 6 figure damage to the business? They said "Yes, that is our policy".

That is Looney Tunes (and a great ROI for the person buying 1000 units).

We have hundreds of units in stock (and sell more on our brand website anyways so this does not necessarily hurt us) but man that is wild. Just wanted to share with the boarder community.

I shipped 3 SKUs, 10 units each, totaling 30 units to Amazon, but Amazon says they have not received any units. I then created a case and submitted the invoice, but Amazon only reimbursed the amount for 2 SKUs, which is much less than the actual purchases and UPS charges.

Additionally, for the 3rd SKU, Amazon states:

(Our research shows that the 10 units of FNSKU X0047ASTM1 that you sent with shipment FBA18T9JJZGD have arrived at our fulfillment center as an unexpected FNSKU compared to your shipping plan. Unfortunately, we are unable to recover the physical inventory of the located item at this time due to an error in shipment plan creation. We are unable to reimburse or reconcile the discrepancies you have asked to investigate for these items because of the error)

I haven't seen any errors in the shipment plan, and Amazon also acknowledge that the units have been received. How is the unexpected FNSKU? These units will be shipped according to the shipment plan.

Please help.

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