Extremely High "Order Not Received" Rate on FBM – Possible Scam or Amazon Issue?
Hi fellow sellers,
I have been dealing with an extremely high rate of "order not received" cases on my FBM orders, and I want to see if others are experiencing the same issue.
Since switching some of my products to FBM about six months ago, I have noticed a growing trend of customers reporting that they never received their orders. However, the situation worsened significantly after Thanksgiving, and the issue has remained consistently high for the past three months.
My "order not received" refund rate in the last 30 days is 17.1%, and my year-to-date (YTD) rate is 11.3%, which is far higher than normal.
Customers with different names and addresses are submitting identical refund requests with the exact same wording:
"Friend, what's the matter? Why has my package not been delivered to me for so long? I don't need it now, I want my money back now, please refund."
This only happens on Amazon FBM – we have been selling for over nine years across six different marketplaces, and our "order not received" rate on other platforms is below 1%.
We have tried using multiple shipping carriers (USPS, UPS, FedEx), but the issue persists.
We genuinely care about our account health, customer experience, and Amazon policies, so we usually issue full refunds when buyers send messages claiming non-receipt—before they escalate to an A-to-Z claim. However, this ongoing issue is severely damaging our business.
Has anyone else seen an unusually high "order not received" rate on FBM recently?
Are there any known refund scams that match this pattern?
What is the best way to escalate this to Amazon and get a real investigation?
How can we efficiently handle "order not received" claims without immediately issuing refunds?
Any advice would be greatly appreciated!
Extremely High "Order Not Received" Rate on FBM – Possible Scam or Amazon Issue?
Hi fellow sellers,
I have been dealing with an extremely high rate of "order not received" cases on my FBM orders, and I want to see if others are experiencing the same issue.
Since switching some of my products to FBM about six months ago, I have noticed a growing trend of customers reporting that they never received their orders. However, the situation worsened significantly after Thanksgiving, and the issue has remained consistently high for the past three months.
My "order not received" refund rate in the last 30 days is 17.1%, and my year-to-date (YTD) rate is 11.3%, which is far higher than normal.
Customers with different names and addresses are submitting identical refund requests with the exact same wording:
"Friend, what's the matter? Why has my package not been delivered to me for so long? I don't need it now, I want my money back now, please refund."
This only happens on Amazon FBM – we have been selling for over nine years across six different marketplaces, and our "order not received" rate on other platforms is below 1%.
We have tried using multiple shipping carriers (USPS, UPS, FedEx), but the issue persists.
We genuinely care about our account health, customer experience, and Amazon policies, so we usually issue full refunds when buyers send messages claiming non-receipt—before they escalate to an A-to-Z claim. However, this ongoing issue is severely damaging our business.
Has anyone else seen an unusually high "order not received" rate on FBM recently?
Are there any known refund scams that match this pattern?
What is the best way to escalate this to Amazon and get a real investigation?
How can we efficiently handle "order not received" claims without immediately issuing refunds?
Any advice would be greatly appreciated!
14 replies
Seller_OvL8C4BJWiuS9
Do you use Amazon's buy shipping for your FBM orders?
Seller_faQOqtScXV7Di
That's someone selling your product on another site, having you fill the order (while they pocket the money) and then getting a refund from Amazon. It's fairly common. Does the recipient's name match the buyer's name? Likely not. And if you contacted the recipient, they would almost assuredly tell you that they did receive their product and purchased it from a site different than Amazon. You should absolutely report it to Amazon. I would have the customer open an A-Z claim and in your response point out the language used in the message. You can search for that phrasing on the forums and will find lots of other people who have been scammed in a similar way. I'm sorry that it's happening to you. Maybe one day Amazon will do something to prevent this type of fraud, but it seems unlikely.
Seller_h4btKGmOmHFLr
Our response is an email to the buyer with the tracking and the delivery information from the carrier and no further information. This gets rid of the buyers who want to see if you just automatically refund. If we get a second email we provide them with the info on filing an A-Z with Amazon. Again, making them do the work. This eliminates another percentage that go away. In the end since we purchase shipping through Amazon, so Amazon takes the hit.
And we do get the occasional scammer who over a short period of time is too lazy to not copy and paste their DNR emails. These are very obvious and we respond with an email denoting this and that we have asked for Amazon to investigate these multiple claims. They crawl back under their rock real fast.
Seller_WGHPuK1SLML2g
Like someone else mentioned, check if the buyer matches shipping address, look back to the product orders and see if they buyer address is the same, they can use their wives cards, or husbands... you know what i mean, then just cancel their orders when you receive them... you will get in trouble but then you talk to amazon in account health and explain what is going on to them.
Extremely High "Order Not Received" Rate on FBM – Possible Scam or Amazon Issue?
Hi fellow sellers,
I have been dealing with an extremely high rate of "order not received" cases on my FBM orders, and I want to see if others are experiencing the same issue.
Since switching some of my products to FBM about six months ago, I have noticed a growing trend of customers reporting that they never received their orders. However, the situation worsened significantly after Thanksgiving, and the issue has remained consistently high for the past three months.
My "order not received" refund rate in the last 30 days is 17.1%, and my year-to-date (YTD) rate is 11.3%, which is far higher than normal.
Customers with different names and addresses are submitting identical refund requests with the exact same wording:
"Friend, what's the matter? Why has my package not been delivered to me for so long? I don't need it now, I want my money back now, please refund."
This only happens on Amazon FBM – we have been selling for over nine years across six different marketplaces, and our "order not received" rate on other platforms is below 1%.
We have tried using multiple shipping carriers (USPS, UPS, FedEx), but the issue persists.
We genuinely care about our account health, customer experience, and Amazon policies, so we usually issue full refunds when buyers send messages claiming non-receipt—before they escalate to an A-to-Z claim. However, this ongoing issue is severely damaging our business.
Has anyone else seen an unusually high "order not received" rate on FBM recently?
Are there any known refund scams that match this pattern?
What is the best way to escalate this to Amazon and get a real investigation?
How can we efficiently handle "order not received" claims without immediately issuing refunds?
Any advice would be greatly appreciated!
Extremely High "Order Not Received" Rate on FBM – Possible Scam or Amazon Issue?
Hi fellow sellers,
I have been dealing with an extremely high rate of "order not received" cases on my FBM orders, and I want to see if others are experiencing the same issue.
Since switching some of my products to FBM about six months ago, I have noticed a growing trend of customers reporting that they never received their orders. However, the situation worsened significantly after Thanksgiving, and the issue has remained consistently high for the past three months.
My "order not received" refund rate in the last 30 days is 17.1%, and my year-to-date (YTD) rate is 11.3%, which is far higher than normal.
Customers with different names and addresses are submitting identical refund requests with the exact same wording:
"Friend, what's the matter? Why has my package not been delivered to me for so long? I don't need it now, I want my money back now, please refund."
This only happens on Amazon FBM – we have been selling for over nine years across six different marketplaces, and our "order not received" rate on other platforms is below 1%.
We have tried using multiple shipping carriers (USPS, UPS, FedEx), but the issue persists.
We genuinely care about our account health, customer experience, and Amazon policies, so we usually issue full refunds when buyers send messages claiming non-receipt—before they escalate to an A-to-Z claim. However, this ongoing issue is severely damaging our business.
Has anyone else seen an unusually high "order not received" rate on FBM recently?
Are there any known refund scams that match this pattern?
What is the best way to escalate this to Amazon and get a real investigation?
How can we efficiently handle "order not received" claims without immediately issuing refunds?
Any advice would be greatly appreciated!
Extremely High "Order Not Received" Rate on FBM – Possible Scam or Amazon Issue?
Hi fellow sellers,
I have been dealing with an extremely high rate of "order not received" cases on my FBM orders, and I want to see if others are experiencing the same issue.
Since switching some of my products to FBM about six months ago, I have noticed a growing trend of customers reporting that they never received their orders. However, the situation worsened significantly after Thanksgiving, and the issue has remained consistently high for the past three months.
My "order not received" refund rate in the last 30 days is 17.1%, and my year-to-date (YTD) rate is 11.3%, which is far higher than normal.
Customers with different names and addresses are submitting identical refund requests with the exact same wording:
"Friend, what's the matter? Why has my package not been delivered to me for so long? I don't need it now, I want my money back now, please refund."
This only happens on Amazon FBM – we have been selling for over nine years across six different marketplaces, and our "order not received" rate on other platforms is below 1%.
We have tried using multiple shipping carriers (USPS, UPS, FedEx), but the issue persists.
We genuinely care about our account health, customer experience, and Amazon policies, so we usually issue full refunds when buyers send messages claiming non-receipt—before they escalate to an A-to-Z claim. However, this ongoing issue is severely damaging our business.
Has anyone else seen an unusually high "order not received" rate on FBM recently?
Are there any known refund scams that match this pattern?
What is the best way to escalate this to Amazon and get a real investigation?
How can we efficiently handle "order not received" claims without immediately issuing refunds?
Any advice would be greatly appreciated!
14 replies
14 replies
Seller_OvL8C4BJWiuS9
Do you use Amazon's buy shipping for your FBM orders?
Seller_faQOqtScXV7Di
That's someone selling your product on another site, having you fill the order (while they pocket the money) and then getting a refund from Amazon. It's fairly common. Does the recipient's name match the buyer's name? Likely not. And if you contacted the recipient, they would almost assuredly tell you that they did receive their product and purchased it from a site different than Amazon. You should absolutely report it to Amazon. I would have the customer open an A-Z claim and in your response point out the language used in the message. You can search for that phrasing on the forums and will find lots of other people who have been scammed in a similar way. I'm sorry that it's happening to you. Maybe one day Amazon will do something to prevent this type of fraud, but it seems unlikely.
Seller_h4btKGmOmHFLr
Our response is an email to the buyer with the tracking and the delivery information from the carrier and no further information. This gets rid of the buyers who want to see if you just automatically refund. If we get a second email we provide them with the info on filing an A-Z with Amazon. Again, making them do the work. This eliminates another percentage that go away. In the end since we purchase shipping through Amazon, so Amazon takes the hit.
And we do get the occasional scammer who over a short period of time is too lazy to not copy and paste their DNR emails. These are very obvious and we respond with an email denoting this and that we have asked for Amazon to investigate these multiple claims. They crawl back under their rock real fast.
Seller_WGHPuK1SLML2g
Like someone else mentioned, check if the buyer matches shipping address, look back to the product orders and see if they buyer address is the same, they can use their wives cards, or husbands... you know what i mean, then just cancel their orders when you receive them... you will get in trouble but then you talk to amazon in account health and explain what is going on to them.
Seller_OvL8C4BJWiuS9
Do you use Amazon's buy shipping for your FBM orders?
Seller_OvL8C4BJWiuS9
Do you use Amazon's buy shipping for your FBM orders?
Seller_faQOqtScXV7Di
That's someone selling your product on another site, having you fill the order (while they pocket the money) and then getting a refund from Amazon. It's fairly common. Does the recipient's name match the buyer's name? Likely not. And if you contacted the recipient, they would almost assuredly tell you that they did receive their product and purchased it from a site different than Amazon. You should absolutely report it to Amazon. I would have the customer open an A-Z claim and in your response point out the language used in the message. You can search for that phrasing on the forums and will find lots of other people who have been scammed in a similar way. I'm sorry that it's happening to you. Maybe one day Amazon will do something to prevent this type of fraud, but it seems unlikely.
Seller_faQOqtScXV7Di
That's someone selling your product on another site, having you fill the order (while they pocket the money) and then getting a refund from Amazon. It's fairly common. Does the recipient's name match the buyer's name? Likely not. And if you contacted the recipient, they would almost assuredly tell you that they did receive their product and purchased it from a site different than Amazon. You should absolutely report it to Amazon. I would have the customer open an A-Z claim and in your response point out the language used in the message. You can search for that phrasing on the forums and will find lots of other people who have been scammed in a similar way. I'm sorry that it's happening to you. Maybe one day Amazon will do something to prevent this type of fraud, but it seems unlikely.
Seller_h4btKGmOmHFLr
Our response is an email to the buyer with the tracking and the delivery information from the carrier and no further information. This gets rid of the buyers who want to see if you just automatically refund. If we get a second email we provide them with the info on filing an A-Z with Amazon. Again, making them do the work. This eliminates another percentage that go away. In the end since we purchase shipping through Amazon, so Amazon takes the hit.
And we do get the occasional scammer who over a short period of time is too lazy to not copy and paste their DNR emails. These are very obvious and we respond with an email denoting this and that we have asked for Amazon to investigate these multiple claims. They crawl back under their rock real fast.
Seller_h4btKGmOmHFLr
Our response is an email to the buyer with the tracking and the delivery information from the carrier and no further information. This gets rid of the buyers who want to see if you just automatically refund. If we get a second email we provide them with the info on filing an A-Z with Amazon. Again, making them do the work. This eliminates another percentage that go away. In the end since we purchase shipping through Amazon, so Amazon takes the hit.
And we do get the occasional scammer who over a short period of time is too lazy to not copy and paste their DNR emails. These are very obvious and we respond with an email denoting this and that we have asked for Amazon to investigate these multiple claims. They crawl back under their rock real fast.
Seller_WGHPuK1SLML2g
Like someone else mentioned, check if the buyer matches shipping address, look back to the product orders and see if they buyer address is the same, they can use their wives cards, or husbands... you know what i mean, then just cancel their orders when you receive them... you will get in trouble but then you talk to amazon in account health and explain what is going on to them.
Seller_WGHPuK1SLML2g
Like someone else mentioned, check if the buyer matches shipping address, look back to the product orders and see if they buyer address is the same, they can use their wives cards, or husbands... you know what i mean, then just cancel their orders when you receive them... you will get in trouble but then you talk to amazon in account health and explain what is going on to them.
