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Case number: 17003704901

After receiving the product, the customer indicated on 2024-12-27 that the product was damaged but did not want to return it and wanted us to compensate or partially refund. After we understood the situation, we proposed a solution to the customer on 2024-12-28, and the customer indicated that he could accept a partial refund.

Regarding the damage of the product, the customer did not provide the required pictures as required. The pictures sent were very simple, and we could only see that the accessories were a little defective, and we could not see the damage of the product. Obviously, the customer just wanted to find a reason to ask for compensation.

We confirmed with the customer many times, and the customer insisted on a partial refund. 2024-12-31 we immediately processed a refund for the customer, but the customer gave malicious feedback on 2025/01/12, discrediting our products and company reputation.

We are confused about the reason for the failure of the appeal. The relevant staff said that we need to refund the full amount. Does this mean that we can only delete this comment if we refund the full amount? Does it mean that as long as the product received by the customer has any defects, he can get a direct full refund without returning any products?

In the communication with customers, we actively provide solutions for customers and refund after reaching an agreement with customers. If customers are not satisfied, they can continue to communicate with us. However, customers get their refunds and give us bad reviews. If every customer does this, how can our rights as sellers be guaranteed? What we finally get is a one-star bad review and an ugly ODR defect rate?

We hope Amazon can help us solve this problem, and we are very grateful for it!

@Seller_zukQNO61PzGck@Seller_hjPKSvHuoa7hn@Seller_FJwyF3iu5qxUY@Seller_l3eCP9f1PtJXC@Seller_1KYLYkgAlu4xX@Seller_1bGY2ydIU3isE@Seller_l3eCP9f1PtJXC@Seller_4GjtS9k0cnHHv

How is it that sellers are allowed to misuse the Brand Registry? I created listings years ago, and now a different seller is claiming a trademark. When I look up their trademark on the government website, it doesn’t even list the classes I’m selling in. How is that allowed? Also, when I try to get it fixed, I’m just being shut down by seller support.

Three of our products are candlesticks, which don't contain candles at all, but Amazon caught the compliance problem of consumer button cell, and the same product explained that it was misjudged and passed the other three, so please refer to our case ID:17005576021 17017396621 17017453901 17017453781

Please let a professional audit.

Hi @Seller_Udi0JNbTrsmUV,

I hope you are keeping well!

I need your assistance once again because my buyer/seller messaging has been blocked again.

You had assisted me on a previous occasion - https://sellercentral.amazon.com/seller-forums/discussions/t/4503795a-9c19-40af-b07a-d7adef3ca8b0?postId=b06be654-18ce-4d31-98a9-655af5c90d3d

My message had been approved by the amazon internal team. I have not changed the message at all. I am using the exact same message and once again they have blocked it.

Here is the thread - https://sellercentral.amazon.com/seller-forums/discussions/t/2ee93cad-5a57-43db-9e86-a139f0ac92da?postId=3e933b18-2c37-4fcf-8be9-b2571decdc39

Please could you assist me in lifting the restriction? The message is not against TOS, it has already been approved by the amazon internal team but for some reason I think a bot keeps restricting my messages in error. My new case ID is 17062251201.

Thank you

I recently introduced a new pet mat that I was confident about and decided to use Amazon Vine to gather some genuine customer feedback. Unfortunately, even though Amazon claims that Vine reviewers are experienced customers, the first 2 Vine reviewers misjudged the product.

The pet mat is vacuum-packed, similar to how human pillows are packaged, and requires some time to fully regain its shape after being unpacked. However, these 2 customers used it immediately and noted that it was misshapen and wouldn’t stand properly. Despite not providing specific usage instructions, I was surprised that they expected the vacuum-sealed product to expand to its original shape quickly.

Is there a way to remove the reviews or communicate with these 2 Vine reviewers to inform them about the correct way to use the product? Additionally, is it possible for them to update their reviews after using the product correctly? Since these are the first 2 reviews, I am both surprised and disappointed with the outcome from Vine.

Dear Amazon Sellers,

We are a UK-based seller offering FREE returns, as we don’t have a return address within the USA. To facilitate returns, we arrange them via DHL and provide FREE labels to Amazon customers.

Until now, this process worked seamlessly: we provided the label, customers shipped the item back, and we issued a refund upon receiving and inspecting the item. Occasionally, some customers bypassed this process and opened A-Z claims instead, which at least allowed us to represent our side of the story. While we didn’t always win these cases, it was an accepted part of selling on Amazon.

However, we’re now facing a new issue and are hoping to hear if others have experienced something similar.

Since Friday, we’ve had two cases where customers initiated a return. We promptly provided the FREE DHL return labels via Amazon messages and even uploaded screenshots of the labels to ensure Amazon saw we’d fulfilled our obligation. Despite this, both orders were refunded directly by Amazon Customer Service.

Since we’re not part of the Seller Fulfilled Prime (SFP) program on Amazon.com, we cannot file a SAFE-T claim, nor is there an A-Z claim process to appeal. When we contacted Seller Support through chat, the response was, as usual, disappointing. Here’s a message we received from a Leadership team member:

“Hello from Selling Partner Support. My name is Karolayn and I am a member of the Leadership team. Please be informed that Buyers and sellers are expected to work together on returns and refunds, even if the seller asks Amazon to mediate or intervene. I can totally understand the seriousness of this situation, and would suggest contacting the Buyer and requesting to return the item mutually. To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction. Were you satisfied with the support provided?”

We’ve emailed the buyers to request the return of the items, but once they’ve received the refund, they seem uninterested in responding.

If anyone has experienced a similar situation and found a way to either retrieve their items or convince Amazon to correct this mistake, we’d greatly appreciate your insights.

Wishing you all continued success, and thank you in advance for your advice.

All the best,

Request for Review Removal – Off topic

Not about the product review

Dear Amazon Team,

I am kindly requesting your assistance in reviewing and removing an irrelevant review posted under our product listing.

Title of the review: Got a cheap book case. Not sure how paddle board is...

Review link: https://www.amazon.com/gp/customer-reviews/R3LE25BQSX2RH1/ref=cm_cr_getr_d_rvw_ttl?ie=UTF8&ASIN=B09TSS5NFR

Since my product was shipped FBA, it was the wrong product from the Amazon warehouse, and the seller not only lost the business, but also got a negative review with a video. Please assist in removing it.

Thank you for your assistance.

Hey!

So yesterday I discovered a negative 1-star review on my product's listing. I see the customer is upset because of a problem and would like to help them with that, but I cannot find a way to contact them.

I know that there is a "Customer Review" page in the Seller Central (while navigating to the Menu - Brands - Customer Reviews) but the review won't show up there, although it has been already more than 3 days. Is there any other way to find out maybe their order ID to know who to contact or other places to send this customer a message?

PS! Also opened a case, but haven't got any help from there.. (Case ID: 17034803301)

Thanks so much everybody in advance!

I am listing a product that needs additional information and documents. I have submitted the documentation and received this status from Amazon - Test reports from an accredited laboratory that shows that the product complies with the regulations, standards, and requirements listed in the help page.

I have the product ready to be shipped and can't move forward.

What exactly am I waiting for and how could I get approval faster?

It's been 7 days.