We have had pretty good experience with Amazon's FBA reimbursemnent process for when we receive a different item back from what we sent (most commonly due to customer swaps).

When customers return a completely different item it makes this reimbursement request very easy as seller support can clearly see it's the wrong item. However, on some recent very expensive single items (~$1000) we recently received back, the customer swaps the item label onto a very similar cheaper item or defective item.

This is making the reimbursement request difficult as we are repeatedly saying it is the wrong item, the customer swapped the label onto a different item but the Amazon team keeps saying "photo evidence" shows the correct item and also keeps sending us the link to Amazon renewed policy as the reason for denial (our item was sold as brand new, not renewed).

Any help or advice on this would be appreciated.

Case ID: ID 16810186771

Hi Forum,

I sent 100 units, around a 30 lb box at UPS. I have sent amazon proof of inventory with an invoice.

Anyone else having this issue? Before I even had a chance to submit a claim. Amazon tagged the shipment as "investigation completed and researched". I have opened up 2 cased - both saying that there were no units in the box.

There is no way I sent 0 units. What is alarming is I am seeing a lot of other posts on this forum with similar situations from other sellers.

Amazon is denying my claim. I obviously can't make a claim to UPS.

What is going on? What can I do?

FBA CASE 15608471931

when amazon returns to us unsellable fba items we frequently receive items that we do not sell. is there a way to determine if amazon sent the wrong item to the customer, which caused the return, or they later mixed up returned items and sent us another sellers unsellable item? is there anything we can do to get compensated for receiving the wrong item?

also, some items we sell are very inexpensive and not worth getting back but others are worth getting back for us to repackage or resell as an "open box". is there a way on a per item basis to opt out of the removals?