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Dear Amazon,

It is a bit discouraging in that I highly doubt this will get escalated to the point where a real solution will arise but I just wanted to share this frustration with the community. Hopefully this gets the attention of the category manager who I was trying to find at the Accelerate conference. We are a large seller for over many years in the women's shoe category and ever since 2021 where there was a change to the return policies our return rate have sky rocketed and the fees charged to our account has made it so that doing business on Amazon is impossible and we are moving our business away. I also believe many sellers even Chinese sellers will be doing the same soon.

To be more specific, the problem is rooted in 2 parts of amazon's return policy. The first is that Amazon does not take responsibility for customer damaging a product. The second is that even though there is a 30 day return policy, Amazon reserves the right to reimburse and issue a refund to customers after the 30 days, which we have seen happen repeatedly. These two policies combined essentially incentivizes women to "rent shoes" for an event, wear them over the weekend and return them leaving the sellers to eat the cost. On average we pay around $12 to Amazon when a customer decides to refund. Before 2021 through FBM there was a way in which the sellers could make the buyer verify that the products returned were not damaged or worn but now that's also changed with the updated return policy.

The result has been a larger increase in returns, higher return rates, massive losses incurred by the seller and way more customer abuse when it comes to products in our category. In the last 2-3 years, the amount of customers that wear our shoes for a weekend to party and return them completely destroyed has increased so much that its now just a percentage of the business. On average 20-30% of our returns are damaged and "unfillable" which are just the metrics you are showing. Furthermore FBA also doesn't have the best "return processing" quality check which has resulted in Customers receiving "used and worn shoes" that were not our fault but dings our reviews and our listings.

This is a CATEGORY WIDE problem because of the shopping behavior of women when it comes to shoes. It needs a more balanced policy where we sellers can be protected from this type of abuse.

The solution is actually quite simple: For the shoes/clothing category - update the policy so that 1) Customers cannot receive a refund for worn and damaged products to the degree that it cannot be re-sold. Requiring customers to take photos of the products prior to return would be nice. Essentially, do the same FBA quality check ahead of time (instead of waiting until you receive the product back). Let Amazon decide if you will accept the return because they are the ones determining if they are going to keep it within FBA as a "new" product anyways. Or at minimum have a policy where it allows for disputes arising out of these situations so that it gives seller a chance to file a case and get refunds reimbursed. 2) Enforce a rigid 30 day return policy when it comes to this category, no exceptions. This will help sellers in this category with cashflow.

Other channels like SHEIN, TEMU, TIKTOK, WALMART have much more competitive policies and its the reason why lots of business will be moving over there soon because we can sell on those platforms with prices that our cheaper and make more margin AND maintain customer satisfaction.

Hi,

we are planning to launch a bunch of replacement parts for various appliances (think frdiges, coffee machines etc.)

Are we allowed to include a QR code on the product packaging that directs the customer to the manufacturers' (e.g. Samsung, Keurig etc.) online instruction manuals?

We understand that the code of conduct prohibits us from diverting customers to other websites during the sales process, but our case would be differnt in our view.

Does anyone have experience with this topic?

Dear Amazon Support Team,

I am extremely disappointed with the treatment I received from your representative Aqsa during case #16701833741. Aqsa was outright rude, disrespectful, and had the audacity to close the chat while the issue was still unresolved. This level of behavior is completely unacceptable and unprofessional.

I demand immediate action be taken to address this matter. I expect better from Amazon, and this experience has been infuriating.

Amazon does not respond to cases created exactly 1 month ago and delays them with copy-paste answers when you talk to them via live chat.

If you're not going to support us from Amazon, why are we paying fees?

My goods have been registered for receipt for more than 14 days, but Amazon has not listed them in the saleable inventory, does anyone know how to deal with it?

My ASIN was flagged as a skin-lightening product which it is not. We filed an appeal through the account health dashboard and it was approved. However, we still cannot relist the ASIN. I created case: 16662979271 with the below supporting documents (email from Amazon showing approved and also a screen shot of our dashboard showing appeal approved. However I am still going in circles with Amazon support on this case. Can someone please assist me?

@Danny_Amazon

@Levi_Dylan_Amazon

@Glenn_Amazon

Dear Amazon, when a seller is the manufacturer, the Brand Owner in Brand Registry, has Transparency, and doesn't sell on other online platforms, the idea that your "machine learning model" is "observing more competitive prices" somewhere else is absurd. Your magical "machine learning model" is actually looking at the prices of old listings from liquidators and counterfeiters for the ASIN; this is called "hallucination" in machine learning and it's a very amateur mistake. There is no way that the product would be sold for the top secret Featured Offer price that you think you're calculating, because when the manufacturer (me) and the only legitimate seller (me) won't sell at this price, then the top secret Featured Offer price calculated by Amazon is fictional, like a unicorn. This ASIN is effectively not going to be sold, ever, which just means that Amazon won't get its Referral Fee. Amazon, you need stop being so amateur in your application of AI because your mistakes have real-world consequences on actual sales.

Item was returned by buyer using an amazon label. The item was returned not to our address but to an address 300+ miles away in a different state. Buyer filed an a-z claim, we defended it by giving the tracking - UPS 1ZF2C2469082743953 - showing it was delivered to the wrong address. During the investigation of the a-z claim the transaction was automatically refunded by amazon due to the tracking showing it was delivered and 2 days passing. The only problem it was delivered somewhere else (Our return address has not changed in 20 years). A-Z claim was automatically closed since money was refunded. Now we can't file a safe-t claim since there was an a-z claim associated. No replies to replies to a-z claim and no help to be found anywhere. Any help on this would be greatly appreciated.

Order ID: 112-7250849-3801858

I just got this email after i listed a few new products i bought from a local wholesaler who sells sheets and bedding for over 30 years and i have invoices, BOL and the products i am new to amazon and dont want to have my account closed and i want to grow my amazon correctly please help

Hello Seller

As part of a review, your Amazon seller account has been temporarily deactivated. Your listings are not active in accordance with section 3 of the Amazon Business Solutions Agreement. We understand that this deactivation may be concerning for your business. To help you successfully reactivate your account, please review the following information and address the concerns.

Why is this happening?

In order to ensure that customers can shop with confidence on Amazon, we routinely request additional documentation from sellers to verify their account information and confirm authenticity of certain items.

To complete our review, submit the requested documents to confirm the authenticity of the following items. If you believe there has been an error, we still request that you submit documentation for the following items: