Welcome to Seller Forums

MY OTDR is 0%! for the last 30 days. I have sold on Amazon since 2001 and never has it below 100% Can someone give me an idea what is going on? The postal service in ATLANTA is notoriously AWFUL, but this is beyond normal. By the way I always ship the day I get the order!

Any ideas. THANKS!

We are currently facing a serious issue where Amazon FBA has mistakenly sent used products to our customers, leading to unfair negative reviews on our listings. Despite opening several cases (IDs listed below) and repeatedly reporting this problem, the reviews remain unchanged.

Case IDs:

15708082271

14633266531

14904430491

This is clearly not an error on our part. According to Amazon’s guidelines, such reviews should be removed. Please see the relevant information here:

https://sellercentral.amazon.com/seller-forums/discussions/t/23858d1a9132e529477d94496803c0b4

We urgently request moderator assistance in resolving this issue and having these unjust reviews removed.

Thank you for your help @Seller_FJwyF3iu5qxUY@Seller_rl7kltrMnkHFJ

This is in follow up to reply from @jameson_Amazon. I could not reply to the discussion from 10-1 as the thread is locked.

@Seller_khUF6HPR2AHxu Please look at case ID 16002356501. Item was held for pickup by customer. Customer did not pick up so it was considered at late delivery. This is another instance that should not impact ODTR.

Also please look at orders:

111-7762960-5253035 - returned package no mail receptacle

114-1094065-2293053 - no access to delivery location - delayed delivery

112-8389058-9868249 - vacant - returned

I hope these examples help with making the necessary adjustments. If you need additional, please let me know. Perhaps in addition to making adjustments so situations like these do not affect ODTR, having some sort of an appeal process. Customer support does not have any tools at this time to make adjustments.

Our late delivery has dropped below 90% probably the first time ever due to our operation losing power from to hurricane Helene. Then once we got power back - carriers could not pick up due to road conditions. We are in North Carolina. We have been fulfilling back orders since yesterday so I am hoping Amazon can grant us some grace while we continue to deal with the disaster still ongoing in our state. Praying for all those impacted!!

Why are they not being transparent about it? There is no way that sales fall 50-70% within a year or 2, and being due to the economy or competition. This is an Amazon change. As a small business, one can diversify and sell through differing channels as to not be solely attached to Amazon. The problem is Amazon owns SO much of the online retail market share. What the hell are they doing? It's strangling and killing businesses. Is that the goal?

I produce and sell covers to protect adult novels. However, Amazon treats them as children's products. I prepared an appeal and sent it, but still no response. Can an admin take action?

Case ID: 16354196911

I am a brand owner and my swatch images are not showing accurate representations of my product.

I have several variations of these coasters available in 25 different universities, each in Maple (light) or Cherry (dark) wood. I upload the correct image into the "swatch" section but it still displays the incorrect photo.

As you can see in the attached photo that shows all of the different variations, almost all of the swatch images are showing the light (maple) variation, even though they should be showing the dark (cherry) variation. The 4th swatch is specifically (The one with the D on it) one I tried to set up as an example.

In the other two attachments, you can see I have uploaded the correct swatch images to the two different variations. I tried to resolve this with amazon support, but they did not offer a valid solution and just told me to reupload and wait 24 hours. When I told them it has been well over 24 hours since I tried this, they then began to say it had to do with the image quality, and that the highest quality swatch image would be used, which still confuses me because if that were true, it means that it is impossible to have control over every image that is shown, and means that innaccurate photos would be a feature of Seller central.

I'm out of ideas here, and would really appreciate any help I can get. Thanks!

We have been selling on Amazon for over 10 years. Have no choice but to come here to try to get mod help because Amazon has now lost 5 figures worth of our product that shows as delivered but seller support lacks any ability of logic/math and when you provide them proof they are wrong, they just close the case and say that documentation was not provided. This is now the 2nd large shipment in the last month we have had this happen with.

Amazon lost very large portions of 2 separate shipments. All of which show as delivered. We open a case, provide 30+ invoices for both cases (we sell a lot of different SKUs and have multiple invoices for most of them). Amazon then comes back on each of them and says that one SKU we have not provided all of the invoices to prove proof of ownership. We investigate and figure out that on both of them they are items that we had previously had returned to us in January because they were Christmas items and we had done removal orders. So it seems clear that they are not factoring the removal into the math involved that shows we do indeed own all of the inventory.

We had sent them an invoice for 120 units. We had multiple removal orders but the one we sent them screenshots of was for 37 units in January. Overall we have sent them 144 units but the 37 that were removed were sent 2 different times. They were part of the group we sent last year, they were then removed and then a couple months ago we sent those same units again. Math/logic says they need proof of 107 units (144 - 37 that are being counted twice in our shipments). We send them all of that including the math and this is the response "We're unable to continue our investigation because the documentation provided doesn't meet one or more of the requirements for acceptance. This case has been resolved. When you're able to provide documents that satisfy all requirements, please create a new case."

We have had issues with returned units before with Amazon originally denying the reimbursement but once we show that we had removed items then sent them back, they would then go through with the reimbursement. If I send you $20, then you send me $20 back then I send you $20, I have sent you $20 total. By Amazon's current logic I have sent you $40.

So at this point there are 3 options:

1. Amazon policy has changed, if you remove items at any point, you will no longer have proof of ownership because they will not factor in the removals when doing the math to determine invoices match shipments.

2. Incompetence from Seller Support (in both cases, we asked for escalation which wasn't done)

3. Theft. Amazon has basically decided there is nothing sellers can do and even though the logic matches for anyone with an ounce of ability to think, they do not care and they are going to stick to their story no matter what proof you provide.

If it is #1, they need to make it absolutely clear if you do a removal order that if you send those products back at any time, Amazon can and will have the ability to straight steal your inventory and you will have absolutely no recourse. So the Amazon policy is now that we remove items that are no longer in season helping to free up Amazon from slow moving items...but then at a later point you can lose shipments that we know were delivered and just steal product from a small business? We are now talking over 5 figures in product sent in huge boxes that you have proof were delivered that Amazon just lost and now are just essentially stealing from our small business.

Our case numbers are 16043076111 for the recent one. For the previous one, cases were 15765222431/15847442521

No idea what mods to tag here.

@Seller_l7Jtck9jxnEA0@Seller_s3amN64nZ4y9V@Seller_RSwABJNHpHnEZ

Here's a draft for your discussion post on the Seller Forums under the Account Health category:

Title: Help Needed: Account Deactivated Due to Inauthentic Complaints – Seeking Advice

Category: Account Health

Tags: Account Health, Deactivated, Product Authenticity, Invoices, Supplier Verification

Hi everyone,

I recently received a notice from Amazon that my account was deactivated due to inauthentic complaints related to one of my products (ASIN: B07HKC1J8Q). The supplier I sourced the product from was later found to be unverified, and now Amazon has concerns about the authenticity of the items. They have withheld my funds and made my FBA inventory ineligible for removal.

I've been advised to delete the listing, remove FBA stock, and appeal based on sourcing from new, verified suppliers. Here’s my plan of action:

Deleted Listings: I have already removed all affected listings tied to the unverified supplier.

Severed Supplier Ties: I’ve stopped doing business with this supplier and am committed to sourcing from only brand-authorized suppliers moving forward.

Appeal Strategy: I’m preparing to submit an appeal outlining my future compliance plan. I will be sourcing from a new product category with verified suppliers and providing proper invoices.

Has anyone been in a similar situation? Any advice on how to strengthen my appeal or suggestions for reliable suppliers that Amazon recognizes would be appreciated!

Almost 25 appeals and invoices rejected in 2 months

Thanks for your help.

Best,

Syed Khalfan

Perfect RDG LLC