See below... how many 9 ordered refunded or cancelled, after label generated... customer does not respond to messages.. amazon gave away the money to this buyer..

Dear Amazon Seller Support Team and Fellow Sellers,

I am reaching out for advice and support regarding a recent A-to-Z claim (order 114-8521904-0688263.) that was granted against my account, which I believe to be unfair and unjustified. Despite providing all necessary evidence and clear communication, Amazon has consistently maintained their decision, and it has severely impacted my business.

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What Happened:

1. Buyer Contacted Us (Before A-to-Z Claim):

• The buyer purchased the following item:

ASIN: B0DGCY7TGZ

Product: ECLATIQUE RUG Vintage Hand Tufted Aubusson Design Area Rug (8x10 Ft)

• Buyer messaged us stating that they returned the product and were waiting for a refund.

• The message was sent on Saturday, March 17th, when our office was closed due to the weekend.

• I promptly replied to the buyer, informing them that the office was closed and that the refund would be processed on Monday once our manager returned.

2. Buyer Filed A-to-Z Claim After Return Window Closed:

• Despite being informed about the delay and the refund being processed on Monday, the buyer filed an A-to-Z claim on the same day (Saturday) when we were not operational.

• It is important to note that the return window had already closed when the buyer filed the claim.

3. Issue with the Returned Product:

• Upon receiving the returned item, we found that the product was damaged/defective (mention the defect clearly if possible).

• We immediately documented the issue and tried to address it through the correct channels.

4. Amazon’s Response:

• We submitted our appeal, explaining the entire situation and providing evidence of communication with the buyer.

• Despite this, Amazon repeatedly responded with “We stand by our position”, without acknowledging the facts or evidence presented.

• It feels as though the decision was made solely based on the buyer’s claim, without considering our side of the story.

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Consequences:

• The A-to-Z claim negatively impacted our Order Defect Rate (ODR).

• We lost the Buy Box, which has drastically reduced our visibility and sales.

• All advertisements were automatically stopped, leading to further revenue loss.

• Despite multiple appeals and follow-ups, Amazon has not reconsidered the decision.

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Why This Feels Unfair:

• The buyer did not wait for the promised refund time, which was communicated clearly.

• The product was returned after the return window closed and was damaged.

• Amazon made a one-sided decision without taking the seller’s evidence into account.

⸻

My Request:

• I kindly urge Amazon to reassess the A-to-Z decision, taking into account the evidence and facts presented.

• I also request guidance from fellow sellers who may have faced similar issues. Any advice on how to restore the Buy Box and resume ads would be greatly appreciated.

• I would appreciate it if Amazon’s support team could directly address the issues I’ve raised, rather than giving a standard response.

Thank you for your time and consideration. I hope to find some resolution or at least support from the seller community.

Sincerely,

Eclatique Rug

@Seller_FJwyF3iu5qxUY @Seller_l3eCP9f1PtJXC @Seller_1KYLYkgAlu4xX @Seller_s3amN64nZ4y9V @Seller_RsATYbG9XP0HP @Seller_ovM5p622oIbGp @Seller_c2KLMXKhUYF3u @Seller_Lz6S1nnAIzbYB @Seller_pB5cNkUhpDlVP @Seller_khUF6HPR2AHxu @Seller_vtQxROP6UNr1O @Seller_pAPBCLhysbW5T @Seller_t9kvdr2yixQej @Seller_nS0jcFQNDLG3e

Why doesn't Amazon do anything to counterfeit sellers? There is particular seller (not sure if I am allowed to share their page) who has like 30+ claims of counterfeit items (mostly for Nike). The seller has around 10 negative seller feedbacks claiming they received counterfeit items in just the past week! Why does Amazon allow these sellers to continue selling counterfeit items?

Hi @Seller_t9kvdr2yixQej,

Thank you for your help.

We would like to request the reinstatement of our Brand Registry. We are not abusing the system—we are the victims of abuse. We fully comply with Amazon’s Terms of Service and Selling Agreement and will not misuse any of the tools provided to us.

Our brand registry was revoked and the reason Amazon gave us was vague. They mentioned that it could be due to any of the following:

1. One or more users on the brand engaging in conduct that violates Brand Registry’s policies, like submitting invalid notices or tampering with the catalogue.
2. Users on the brand being related to other Amazon accounts or brands that have violated policies.
3. Failure to provide sufficient evidence of branding on our products or packaging.
4. Users on the brand having a deactivated selling account.
5. Our trademark application is being filed by a firm that might be violating USPTO regulations.

And we worked on all these reasons:

1. We had a few secondary users on our account. These were the employees working on the account. We’ve removed all of them.
2. This is the only amazon account we own, we have not operated another amazon account on our email or our company. We don’t have any violation on the account health page.
3. Our product's Branding is done inside with a tag stitched, not on the outside.
4. We were working with a third party agency. We have stopped working with them. Removed all the access they had from the account.
5. We were suspecting that the attorney got blacklisted so we removed the attorney from representing us.

DETAIL and SCREENSHOTS IN CASE: [17325279741]

Then we submitted an appeal for the brand registry. But it was rejected. Even though we submitted the self declaration and letter of authorization, invoices and manufacturing agreement.

Appeal Case Id: [17073776591] for you to look at.

We did not file any IP complaint using brand registry, apart from using Report Abuse in the seller central feature when our brand name was changed in the past. Case id: [15083035201].

Our business is suffering due to unauthorized changes and restrictions on our listings. We are not sure where else we did anything wrong that could be marked as abusive and are willing to correct ourselves if you can point us in the right direction.

Please guide us on the next steps we need to take to resolve this issue.