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Hi,

We are new to seller central and we are still exploring and the account is yet to be verified by the amazon and we already had faced professional selling subscription chagres. Can you help us get refund as i can t submit a ticket as my account is still not verified.

Also, help me fast forward the account activation, its been 4-5 days since submitted.

@Seller_WIFV02H2XUFgS@Seller_j9Bd91CW3ZVpr

I've submit 4 applications so far, all of which have been rejected for brand registry. Every single time it says the same thing

"The documents provided are not acceptable for Brand Registry. The images should not be computer generated and must be of the physical product you intend to sell on Amazon. We ask that you submit at least one image of your product or product packaging as part of the application."

Each time I have taken a different photo and submitted it again, but same message every time! My product photos are not digitally altered, I am literally taking the photo of my product on my desk every time we submit an application, I have reviewed the brand registry video/guide multiple times, and ensured all steps and aspects of the application are in compliance, like permanent trademark affixed to product, good lighting, etc.

I tried to open a case via brand registry section, explaining that my applications are being rejected for a false reason and that my photos are clearly not digitally altered, and they literally responded with this. "

I understand that your applications are getting declined due to the images you submitted.

As previously informed to you and we are unable to approve your application at this time due to the following reason(s):

The documents provided are not acceptable for Brand Registry. The images should not be computer generated and must be of the physical product you intend to sell on Amazon. We ask that you submit at least one image of your product or product packaging as part of the application. The submitted pictures will be used solely for the purpose of reviewing your application and customers will not have access to them."

essentially replying to my open case with a copy, paste response of the same message without context, elaboration, or investigative effort into my problem. Please help.

case id's for brand applications.

17526801781

18536277881

17501765331

17519691431

17475681381

17500415211

17459968971

17475112741

ORDER ID #702-4304277-4843469, Fraudulent A-to-Z Claim Approved in Error

This appears to be a case of a buyer intentionally abusing the A-to-Z Guarantee policy to obtain both the product and a refund, despite confirmed delivery and signature—unfortunately, the claim was mistakenly granted in their favor

The package was setting to Deliver by:Wed, Mar 19, 2025 to Thu, Mar 27, 2025.

The package was arrived at the local post office on Mar 17, 2025. However, the buyer refused to pick up. As the seller, we contacted with Canada Post. The local delivery mailman can't reveal but tried to tell us "let the buyer to pick up personally at the post office ( with Present his ID and match his shipping address) "

The buyer insisted that he can't pick up and also blamed at us that we should Not use Canada Post as the shipping carrier. We tried so hard to keep communicating with the buyer and Canada Post. ( Canada Post can't tell us exactly the truth but asked us to tell the buyer picking up instead)

We sent a few time of email to the buyer. Suggest him to pick up personally, if he can't. He can authorize his family or friends to pick up for him. The buyer still refused and asked for the money back.

*** Marked: The last day for the package to receive is Mar 27, 2025. This buyer is smart and knows HOW TO PLAY WITH AMAZON POLICY ***

On March 31, 2025, the buyer went to pick up the package, signed the package, then claim A-to-Z that "the package is NOT arrived. " As the responsive seller, we appeal A-to-Z claim immediately with attached the signature. Stating the the package has been picked up by the receiver at the post office.

After 2 hours later, we received the decision from A-to-Z claim team. Refund Granted Despite Proof of Delivery and Signature, mentioning " In this case, the order should have been received by the buyer no later than March 28, 2025. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. Visit The order process in Seller Central to learn more."

The package was arrived at the post office on March 17, 2025 but the buyer refused to pick up. He didn't tell us the exactly reason. Instead, he blamed us why we used Canada Post. ( We replied that there is no note left on the order to avoid Canada Post). From March 18, we follow up this case with the buyer and the shipping carrier.

Back and Forth messages between us and the buyer are "over 23 times" ( We put this case as the priority) between March 17 and March 18. ( just because the buyer refused to PICKUP personally)

Unfortunately, the buyer claimed A-to-Z that the package didn't arrive which is NOT true. The buyer picked up at the post office ( on the same day right away he made the claimed)

A-to-Z claimed team made the fault granted. From A-to-Z claim team's email, stating that the package was delivered "LATE." This is so wrong. The package arrived at the post office ahead of schedule arrival time. There are more days for the buyer to arrange picking up. The buyer picked it up after the deadline date on PURPOSE. (NOT the first time saying package not arrive, therefore, Canada Post delivery mailman REFUSED to send the package to his address)

Please see the messages between the buyer and us.

The buyer knows the Amazon refund policy and played with it. This case raises serious concerns regarding potential buyer fraud. As a seller, we invested significant time communicating with the buyer to resolve the pick-up issue. Canada Post has verified that the buyer had to pick up the package in person, present valid ID, and sign for it before it was released. Given the clear and undeniable proof of delivery, we respectfully request that Amazon reverse this claim in our favor. We trust Amazon’s commitment to protecting sellers who follow proper shipping procedures and request fair consideration in this case.

merhaba .

hesabım hareketsizlik nedeniyle 7 gün önce devre dışı bırakıldı.kuzey amerika hesabımı doğrulamak için herhangi bir buton ya da açılır sayfa göremiyorum.

yardımcı olabilir misiniz ?

Action Required - Account Set to Inactive due to Dormancy (İşlem Gerekli - Hesap, Uykuda Olma Nedeniyle Etkin Değil Olarak Ayarlandı.

Merhaba,

Satış hesabınızı geçici olarak etkin olmayan bir duruma getirdik. Etkin olmadığında, listeleriniz etkin kalacak ve ödemeleriniz planlandığı gibi devam edecektir. Ancak, listelerinizde veya hesap ayarlarınızda geçici olarak güncelleme yapamazsınız. Bu eylem Hesap Sağlığınızı etkilemez.

Hello,

I need advice regarding a repeat counterfeit complaint and its impact on my account health. Here's the timeline:

• March 24, 2025: Received a counterfeit complaint (without test buy) (Complaint ID: 17469045891) shortly after listing the product.
• March 28, 2025: Submitted all requested documentation, including physical and digital receipts from Costco, product photos on Costco shelves, the online listing showing matching item numbers, and time-stamped inventory prep images.
• March 29, 2025: The complaint was cleared, and my listing was reinstated.
• April 1, 2025: Received a second counterfeit complaint (without test buy) (Complaint ID: 17520229981) for the same listing and inventory.

I resubmitted the same documentation. The response I received stated the listing was reinstated, but then contradicted this in the body of the message and requested additional documents (like a letter of authorization).The second complaint is now considered a repeat violation, further harming my account health.

I’ve reached out to the company politely asking for a retraction but received no response. I'm confused as to why these claims are being made repeatedly with no test buy.

Has anyone faced a similar situation with repeat counterfeit complaints, even after the first was cleared? How did you handle this, and what steps can I take to resolve this without further affecting my account?

Thanks for your help.

AtoZ doesn’t follow Amazon Return Policy

Amazon Return Policy says items can be returned within “30 days of delivery”.

In fact, it is very specific, as it clearly says 30days, NOT 31 days, NOT 32 days Etc.

Frankly, there would be no reasonable reason why a person couldn’t return something within 30 days.

Amazon A to Z gave a 100% refund to a Buyer (meaning they took the money from our account) and also it affected our Account health as it relates to our Order Defect Rate (ODR) as they counted it against us.

In synopsis, Buyer Order ID: # 702-0129243-1711474 with a Deliver by: Thu, Feb 20, 2025 PST to Fri, Mar 7, 2025 PST and was actually deliver to the Buyer on February 12, 2025 well before estimated time. It also has a trackable number Fedex # 285128465969, they also signed for it on with proof of delivery.

The item was also exactly as described. It should be noted that the customer did try to cancel the order after the fact.

As mentioned above the customer received the item, then requested a return on February 16, 2025 stating: “Return Reason: Bought by mistake” and “Buyer Comment: Attempted to cancel and thought this was cancelled”.

We provided very clear return instructions to the buyer indicating both to provide us with the tracking number and to send it no later than March 12, 2025 which is 30 days from the date the buyer received it.

However, the buyer did not bring the item to the courier until March 16, 2025, which was four days past the amazon return policy.

On March 31, 2025 we receive notification that an A to Z was opened. They essentially threatened us in these emails to refund the customer or they would debit our account.

We replied to all A to Z notifications, stating our case as described here, however it clearly fell on deaf hears.

It should be noted that delivery for the Return wasn’t even attempted to us till April 3, 2025. We kindly refused to accept the return as it was shipped PAST the 30-day Amazon Return Policy.

The Return Track - 0103908246208265 via Canada Post was only provided to us as part of a A to Z email, April 1, 2025.

Additionally, A to Z allowed the customer to open the claim while the return was in transit and on false pretense stating:

“Customer issue: Different from what I ordered”

The return reason becomes irrelevant and, in our opinion, a moot point, as the buyer did not meet the 30-day amazon return policy, as the item was not shipped with in the Amazon policy time frame.

Why and how amazon would have the audacity to give the customer a full refund and count it against our ODR Account Health, we followed amazon policy and the Buyer DID NOT.

The buyer was clearly at fault and wrong, its in black in white with tracking to prove it.

If Amazon wants to allow Buyers violate the Amazon 30 day policy then Amazon should fund the refund themselves that would be the prerogative.

However, you can not force the Seller to refund against policy.

I would really like to email Mr Bezos team and have them help.

I look forward to you help and reply to make this right.

Thank you

cc;

@Lucre_Amazon

@Roberto_Amazon

@Sunnie_Amazon

@Ricardo_Amazon

@Daryl_Amazon

@Tatiana_Amazon

加拿大人民都喜欢什么产品呀？店铺销售的产品销售额不太行，想了解下加拿大人民的喜好

I had a customer order a product via FBM (fulfilled by merchant). They then sent a claim in that they didn't like the product. We offer full refunds but customers must pay for return postage and it is stated on our site. They then tried to make another claim the product was not what they expected, clearly trying to get around paying for the return. I refused and they filed a A to Z saying the item was never received, and WON.

Now my account health is flagged and the customer also gets to KEEP the product.

Amazon - do better.