Hello,

This is our first time ever after about 7 years selling on Amazon needing to write in the seller forum for help. Can a moderator please help us with the issue below? We have had no success with reaching an actual person and have gotten the same response about 3 times and then a rep told us in our last message practically threatening account suspension?? Are we missing something here?? To add, we have made zero sales today? Does this have anything to do with this? No emails from Amazon about account thus far though. We will provide all the case numbers and screenshots needed.

We need help with removing a product review on our seller feedback. We know the rules and the review is a product review but the bot auto denied through feedback manager. We escalated the case only to be denied by a bot again with auto response message sent one minute later. We then submitted a case on the issue which can be reviewed by the moderator. Same message sent 3 times in response to our messages stating we need help for an actual rep to review the feedback left and strike through it.

Review:

"It was like a egg in the inside"

Product Ordered:

Egg Product

Please help. Appreciate your review of this case and your help!

I need a moderator assistance please.

16170274051 is the case number

A customer purchased a book from me (Order 113-1460480-1503407), I shipped the book and they received it. A few days later customer asks to return the $73 book because "a couple pages are creased" and "shipping box is fine, but book is damaged." Not a problem, return the book in the condition it was received and I will refund it. Yes, a couple pages in the book were creased, but otherwise in very good condition.

The customer gets the UPS return label, and a package with that label arrives at my home. It did not "refund at first scan" as usual. I opened the box, and it was a $3 mythology book and a bunch of packing materials so that it weighed the same amount as the other book.

I immediately emailed the customer stating that I received a different book that what I sold and shipped to them. Within minutes, he had filed an A-Z claim stating that I sent him the wrong book and that he wanted a refund for the $73 book, plus tax and postage ($86).

I responded with photographs and other documentation and we went back and forth about it.

Amazon granted his request, I appealed and lost.

I started communicating with Amazon Support about the case, and two different Amazon support people told me I needed to file a Safe-T Claim. You can't file a Safe-T-Claim if an A-Z claim has been filed. The one last night told me I needed to wait 30 days, and the link to re-appeal will show and I could re-appeal. When he showed me where he was looking- it said that I had 30 days TO file an appeal.

This customer was VERY skilled and knew to avoid allowing me to file a Safe-T-Claim. I am not sure if somehow he was responsible for the "refund at first scan" not to work on the return or not, but he went immediately to A-Z, changed the reason of the refund, from "damaged book" to "different book received." He purposely packaged the book in a box (which was around 1 pound) enough for the package to weigh 2 pounds like the original book.

He refused to return the book because by then, he had changed his story from "the book has a couple creased pages" to "I sent him the wrong book." "I already returned the book YOU sent and you owe me $86. Then I get a message from Amazon stating that due to me not responding, they were refunding the order to the customer. Never mind the appeals and the numerous messages sent back and forth between me and the customer and Amazon.

Unfortunately, Amazon seller support- was no help. All I want is to be reimbursed for the A-Z claim payment. I have flagged this customer in my database and I will never sell to him again. I am a very small one-person business out of my home. I package my own orders and I know my books. The book he returned to me has never been in my inventory and I have never sold it.

I'm sure the customer is "delighted" to have the $73 book, and $86 now in cash.

Thanks for listening.

HELP I need someone from Amazon to assist.

Customer claimed non-receipt & requested a refund through A to Z claim.

I had purchased Amazon shipping. Tracker indicates package was delivered. A to Z claim indicates seller funded refund and my odr is impacted.

Package was shipped on time, delivered by Amazon delivery. I had filed an A to Z appeal, dont understand why it was denied. The claim should be funded by Amazon and my odr shouln't have been impacted.