Hi everyone, I’m reaching out for insight or help.
My FBM privileges were recently deactivated due to a customer complaint that Amazon interpreted as a Drop Shipping Policy violation. The issue came from one order where the customer received their item in a plain box with a printed “S” on it. After Googling the product, they saw Sephora listed in the search results and assumed that’s where it came from.
In reality:
I sourced the product from a verified wholesaler (invoice available)
I shipped the item myself from my business location (tracking and delivery photo confirm this)
No third-party branding, invoice, or marketing materials were in the shipment
The customer never returned the item
Amazon even removed their feedback
Despite all this, my FBM was deactivated and multiple appeals (with evidence) have been denied. I’ve since improved my packaging, added branded packing slips, and retrained my team — but Amazon keeps calling this a “repeat drop shipping violation.”
Has anyone dealt with a similar issue or successfully appealed based on customer confusion? I’d appreciate any guidance.
