Buyer states they didn't receive an order from us.

We told the buyer to contact Amazon for issues regarding the delivery as tracking shows it was delivered in the buyer's mailbox.

Buyer contacts Amazon.

Amazon send a canned answer to us:

Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product: B002HQEL32

Order number: 112-0850910-3156258

Return requested: No

Reason for contact: Hello,

Please process a refund item was not received.

thank you.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service

Now this order is supposedly claims protected as it was shipped on time, labels purchased through Amazon, and the order arrived on time.

This marketplace is impossible! I'm so disgusted right now. We went from being a full-time seller to part-time. We may end operations all together if Amazon doesn't start supporting our efforts and follow through on their own commitments!

What a joke!

I have two unanswered support cases 17257521781 & 17394795161 that when I asked for an update received an auto-reply from Amazon Developer Support Team! See the image below.

Hello Amazon Seller Support and Fellow Sellers,

@Seller_FJwyF3iu5qxUY

I recently received a Vine Customer Review on my listing that contains blatantly incorrect statements about my product’s single ingredient, hydrocolloid. The reviewer claims that hydrocolloid is just a “random gel” and questions whether there is any active ingredient at all, when in fact hydrocolloid itself is the active ingredient.

As many in the skincare and medical community know, hydrocolloid is widely recognized for its wound-care properties: it absorbs fluid from blemishes, helps protect the skin, and promotes a healthier environment for healing. Many top-selling pimple patches (including ours) rely solely on hydrocolloid due to these proven benefits.

The review in question suggests a lack of transparency about active ingredients, but our packaging clearly states that the only ingredient is hydrocolloid—which is both accurate and standard for these types of acne patches. The reviewer’s statements are misleading and misrepresent our product to potential customers.

Why Removal is Requested: The review incorrectly claims there is no active ingredient, yet hydrocolloid is the key active ingredient.

This misinformation could confuse future buyers and negatively impact our sales and reputation, especially given that this is one of the three of our reviews.

The review seems to have been made by someone unfamiliar with how hydrocolloid patches work, thus leading to a false assertion about product integrity.

I understand Amazon’s stance on preserving authentic customer feedback, but reviews containing demonstrably false claims about a product’s composition often warrant a closer look. I kindly request Amazon to consider removing this review or guiding me on how best to address it, given the incorrect and potentially damaging information.

Also, reviewer is claiming the ingredient to be "Hydrocolloidal", I'm not sure if this is a typo or what, but it is misleading as we use Hydrocolloid, which is clearly stated on our packaging and our listing. (See image below)

Thank you for your time and understanding. I appreciate any guidance or support from both Amazon Seller Support and the wider seller community on how to resolve this issue.

Link to review: link

we got multiple listings in all the EU marketplaces with the same issue

there is a matching error 8541 on the item_name value

and it makes no sense for two reasons:

1. this is the error message that I receive upon opening the Edit page for any listing or trying to update via upload, the message itself as follows: "The value 'ABC' specified cannot be used as it conflicts with the value 'ABC' for ASIN Z in the Amazon catalogue. If this is ASIN 'Z', update the value to match the ASIN data. If this is a different product, update identifying information (UPC/EAN/Part Number/etc)."

value 'ABC' specified here 100% identical to value 'ABC' for ASIN Z in the Amazon catalogue, so I do not get it how there is a conflict if this error message returns two exactly the same values for a proposed one and for the one in the Amazon catalog.

2. the error message always contains item_name values that belong to a different marketplace, such as, if I work on a listing in DE marketplace, the error message will contain values in Italian, not in German as one would expect.

countless case with the SS team got us no resolution, it's always the same , they keep replying that to solve this issue we must update this ASINs data with the value that is set for this ASIN in the Amazon catalogue, but that's impossible for these two reasons explained above. on some random cases we were able to get support team to perform a backend update , not sure if they actually updated anything since nothing changed and the problem still shows on the edit page.

I see loads of articles here regarding 8541 error, but did anyone had it with such circumstances ? any suggestions on how to solve it?