Long story short, we have a $1500 sale that customer had returned to us, but UPS somehow sent back to customer. Initially customer had filed an AZ Claim and received a refund but upon sending a demand letter for payment, the customer withdrew the claim and agreed to have Amazon retro charge them for the order again. They have provided proof of the repayment back in January, 2025.

After waiting a few weeks for the $1200 net proceeds to be returned to our account, we started contacting Amazon support via phone, chat and email. Each time we were told that it would be transferred and wait 1-3 days. After selling on Amazon for 15 years, I know that that transfer and call back are a complete lie as I have never once received a response as promised.

We have opened at least 10 more support cases and each time we are given the following response and it's marked as ANSWERED:

We have received your inquiry, but we cannot provide support on this matter.

Why is this happening?

We cannot provide support on this matter because your request is not related to seller identity verification or related processes.

We're here to help

If you have any further questions about our policies or requirements, contact Selling Partner Support:

https://sellercentral.amazon.com/cu/contact-us

All the link is to open a new case and keep going around in circles.

I am getting truly frustrated as I understand I am not able to even consider suing to get our proceeds back, but this is crazy that Amazon can just keep $1200 without any recourse?

Any help from other sellers that have been involved in this situation? We even have a certified letter from the customer verifying they paid $1500 for the order to Amazon 3 months ago and it seems impossible for us to get our $1200 net proceeds which we should be legally entitled to in this situation as it is not a charge back or AZ Claim situation.

Thanks in advance for any help/suggestions