Non-returnable refunds. Support being rude when is asked something beyond template answers

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Seller_LkWSLRytiuE6v

Non-returnable refunds. Support being rude when is asked something beyond template answers

Hi Mods,

I'm reaching out to request a review and possible escalation regarding an FBA reimbursement case (17536738631) that has been closed multiple times by Seller Support without a proper resolution or a clear policy-based explanation.

Here’s the situation:

  • The order was fulfilled by Amazon (FBA) and marked by the buyer as "damaged during transit."
  • The product is classified as non-returnable and therefore was never returned to the fulfillment center.
  • Seller Support repeatedly referred to the need for warehouse inspection to determine fault—completely ignoring the fact that this item was never returned and cannot be inspected.
  • Seller Support has repeatedly contradicted itself: on one hand saying the buyer's reason can't be trusted, and on the other hand saying the reason determines Amazon's responsibility.
  • They have referred vaguely to "internal tools" and denied reimbursement without explaining how fault is determined when no return or inspection is possible.
  • To top it off, I was told that "reopening this multiple time will only waste your and ours precocious time **” and "may limit support " which feels dismissive given the valid policy concerns I raised.

I'm not looking to debate the outcome anymore—I’m trying to understand the operational logic and policy behind it so I can apply it correctly to similar future cases.

Could someone from the moderation team please take a look at the handling of this case, both in terms of policy application and whether the tone used aligns with Amazon’s standards for professional seller communication?

Appreciate your time and help,

Ana

@Danny_Amazon @Xander_Amazon @Joey_Amazon @KJ_Amazon

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Seller_4zBzdtgCyS9EI

Like every FBA seller (and others) you have 2 options. You take it and continue to send in more inventory, or you don't play along anymore and walk. Nothing will change.

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