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I had a customer contact me because her package had not arrived. She says in her message that if they didn't arrive in one week she wanted a refund. I messaged her back within an hour and provided a screenshot direct from usps showing she would be getting the package in 3 more days. She did not respond to that email so I let it go & let the package continue on its way since she said 1 week, but she would have it in 3 more days. Yesterday, sunday, they filed an a-z claim, the package was still showing delivery for today & is in fact out for delivery. In her message to a-z claims she stated she contacted me but never got a response, I appealed the decision and included the screenshot from our message thread showing i responded within an hour AND included usps screenshot. Amazon denied my appeal saying it wasn't delivered on time & that I hadnt communicated with the customer that it was late, yet i DID & showed the communication!! I am trying to get the package held now instead of delivered since the customer got their $ and now since the package is already out for delivery they will get the product too. Customers are learning to scam the system and its sad

I am writing this post with a heavy heart, as Amazon has left me in a state of frustration and worry for over 10 days now. Our shipment, valued between 10,000and20,000, has gone missing, and despite opening a CASE with their customer service center and submitting all the requested documents, we have received absolutely no response from Amazon.

It's beyond frustrating to be left in the dark like this, with no communication regarding whether an investigation has even begun, or how long it might take to reach a conclusion. These goods were not just a simple purchase; they represented a significant investment for our business, and the silence from Amazon is only adding to our financial and emotional stress.

I understand that investigations can take time, but isn't it reasonable to expect some level of communication from a company like Amazon, especially when dealing with such high-value cargo? We deserve to know if our claim is being taken seriously, and when we can expect a resolution.

How long does it typically take for Amazon to investigate and issue compensation for lost shipments? More importantly, why is it so difficult to get a straightforward answer from Amazon regarding the status of our claim?

I'm not asking for special treatment; I'm just asking for transparency and accountability. We need to know where our shipment is, or if it's truly lost, when we can expect to receive compensation. It's been 10 days, and the silence is deafening. Amazon, can you please step up and provide us with some answers?

Thank you for taking the time to read this, and I hope that together, we can push for better customer service and communication from Amazon.

can I get this feedback removed

I wanted to share my recent experience with Amazon’s Sponsored Products promotional credits and highlight some significant concerns regarding compliance with the terms, lack of transparency, and inadequate support in resolving the issue.

Background:

I participated in Amazon’s promotional offer that promised $500 in promotional clicks credits for reactivating Sponsored Products campaigns. The terms of the promotion were straightforward: The Advertiser must resume a paused or renew an old Sponsored Products campaign during the promotional period to complete the “Qualifying Action.”

Amazon would apply the $500 promotional credits to the Advertiser's account within 14 days of completing the Qualifying Action.

Believing I had met the criteria, I resumed campaigns on 11/02/2024 using the provided link and spent over $500 on advertising during the promotional period (11/02/2024 – 11/17/2024).

The Issues:

1. Delayed Credit Application

Despite completing the Qualifying Action, the credits were not applied within the promised 14 days. This delay was especially frustrating because I launched and maintained campaigns during the promotional period under the assumption that the credits were active.

I contacted Amazon Support multiple times and referenced Case from 11/04/2024, where it was confirmed that I had completed the Qualifying Action. However, the invoice for the period 11/02/2024 – 11/17/2024 showed no applied credits.

2. Misinterpretation of Promotional Terms

Support responses suggested a misunderstanding of the 14-day timeframe, with vague explanations that contradicted the promotional terms. Despite repeated clarifications, it seemed Support failed to understand the fundamental issue: that the promotional credits were not applied as promised within the specified timeframe.

3. Inadequate Resolution and Uncertainty About Credits

After escalating the issue and opening multiple cases, I was finally granted the $500 promotional clicks. However, this resolution came too late, and I had already been charged the full $500 from my account. Worse still, there is no transparency regarding whether these belated credits will actually work as intended or if I risk being charged again for future advertising.

Key Concerns:

Lack of Compliance with Terms: Amazon failed to apply credits within the 14-day period as explicitly stated in the promotional terms.

Transparency Issues: Advertisers have no clear way to verify whether promotional credits have been applied without resorting to guesswork or extensive communication with Support.

Inadequate Support: Support repeatedly misunderstood the issue, resulting in delays and further frustration.

Risk of Double Billing: Even after being granted credits, there’s uncertainty about their functionality and potential for further charges.

Impact on Advertisers:

The entire experience undermines trust in Amazon’s promotional offers. Small businesses and advertisers rely on these incentives to plan and allocate their budgets effectively. Delayed or mismanaged credits can lead to significant financial strain and wasted efforts.

My Questions to the Community and Amazon:

Why aren’t promotional credits automatically and transparently applied once the Qualifying Action is completed?

What measures can Amazon take to ensure promotional terms are honored without advertisers needing to open multiple cases?

How can advertisers ensure they aren’t being double-billed when promotional credits are eventually granted after significant delays?

I hope sharing this experience encourages Amazon to address these issues and improve its support processes for promotional campaigns. Transparency, adherence to terms, and clear communication are essential to fostering trust between advertisers and Amazon.

Let me know if others have faced similar issues or found effective solutions!

I have a third party seller who is stating that we are selling a counterfeit item which is an AMANA Distinctions PTAC. I have submitted invoices, our manufacturer rep information, parent company information to verify with manufacturer. We sometimes get reinstatement for an item and sometimes don't. We sell a large volume through other platforms and decided to add them on Amazon.

What's concerning is the seller (third party like us) that is filing the counterfeit without test buy is submitting a false trademark number and Amazon is not investigating it. Sometimes it's their LOGO TRADEMARK which is not AMANA or it's the item ASIN. But nobody checks the trademark and takes their word for it. I don't know if this is BRAND REGISTRY that looks at the APPEAL but they are not doing due diligence and allowing third party sellers to damage other third party sellers against Amazon Policy. Is this not a policy anymore?

I have 13 CASES regarding this and went to report abuse multiple times, and tried to submit seller to seller abuse multiple times and not able to get anywhere, the fields either don't work: such as ORDER ID = NA or I get an email response stating a claim can't be filed because there are no claims? What?

OFF TOPIC KINDA-

I have in the past had trademarks submitted through a different company which I own and had Amazon state they needed a letter of authorization and invoice to prove I owned it. So I wrote a letter to myself and submitted an invoice to myself and they said they needed more information because they couldn't verify I owned it. I think I even submitted my driver's license with other documentation. I believe their BRAND REGISTRY has major, major issues that is hurting companies and need to be addressed.

Regards

Hello,

I have a big problem, i added a new product to my catalog, and i made a mistake i used a forbidden word in my listing, without knowing it was forbidden. Unfortunately, my listing was blocked, and I was asked for authorization to sell in the pesticide category, even though my product has nothing to do with that. To reinstate my listing, I have to modify the forbidden word in the bullet points, but I no longer have access to the modify option. And when I ask seller support to do it for me, they tell me they can't because there's a “winning contributor”, but this famous winning contributor is myself, it's my European seller account which is linked to my American account, so it's stupid, they tell me they send requests to the winning contributor, so I receive the emails because it's myself! ! it's ridiculous, in these emails I have no link, no possibility of modifying my listing, and if I go to my European account, if I modify my French listing, it will have no impact on my American listing! so I'm blocked, and I'm going round in circles with seller support and brand registryqui as often drives me crazy. For example, yesterday I spent 20 minutes on the phone with a support employee who seemed to have understood my problem and told me to pass it on to someone at the brand registry, explaining it to her. I thought I'd made some progress, and guess what? someone comes back and gets the file, sabotages everything and tells me all about this winning contributor nonsense again!!! all I had to do was start from scratch. The worst thing is that I've already had this problem with another product last year, and it took me more than 70 messgaes and a dozen cases opened and reopened before I finally came across an expert catalog that unblocked the situation.

Do you know how I can resolve this situation, please?

Do you know if I can modify my American listing from my European account?

How is it that amazon sales support is the worst in the world, why such contempt, why do they act like robots every time, with their useless copy and paste? Why don't they finally take the cases that are still pending and send them to competent people?

Can anyone tell me is there a process to get my shipping label money back and if so what is it?

Hello Sellers & Admin,

I am currently facing an issue regarding the deactivation of my account due to a Section 3 policy violation. I purchased my products from an authorized distributor, and I have confirmed their authorization directly with the brand via email. I have also submitted a valid invoice that highlights all the required details as per Amazon’s requests, including the following:

- Invoice date and sales volume.

- Supplier’s contact information (name, phone number, address, and website).

- Product descriptions and UPC (As ASIN is not mentioned on the invoice) highlighted

However, my appeals have been repeatedly denied, and my invoices are not being accepted. The repeated feedback from Amazon states:

"We cannot accept this invoice because we are unable to verify the transaction with the supplier. Please note that documents must be authentic and unaltered in order to be verified."

I have also reached out to my distributor, who confirmed that they have not been contacted by Amazon for verification. This situation has left me stuck and unsure of how to proceed.

Could you please guide me on:

1. How I can ensure my invoice meets Amazon’s requirements for verification?

2. Whether there are additional steps or documents I can provide to support my appeal?

3. Any advice on resolving this matter so my account can be reactivated?

P.S my account Health is 200 no violation reported yet.

Need a mod to assist here. Amazon is in possession of our wire transfer for balance repayment for well of a week now and it has not been applied to our account. Merchant-balance @ amazon.com has been emailed the complete details and proof of the wire transfer as instructed by the process. The purpose of a wire transfer is to quickly transfer funds. Really need a mod to step in here and get the wire transfer payment (balance repayment) applied.