Serious Concerns Regarding Unfair Treatment by Amazon Seller Support

Dear Amazon Community,

I am writing to share a deeply concerning experience I have had with Amazon.es Seller Center, which highlights significant issues with Amazon’s dispute resolution process and its treatment of third-party sellers.

The Situation

1. A customer falsely claimed that she did not receive the item I shipped.

2. I provided clear and irrefutable proof of delivery, including:

- Tracking information from DHL Business Portal (the carrier used for shipping from Germany).

- Tracking information from the Spanish postal service (Correos) showing successful delivery to the customer’s letterbox.

3. Despite this evidence, the customer requested a refund, and Amazon approved the refund without any apparent consideration of the proof I provided.

Appeal and Denial

- I filed some appeals, expecting Amazon to review the tracking evidence and resolve the matter fairly.

- However, my appeals were denied without any request for additional proof or explanation. This lack of transparency and due process is unacceptable.

Why This Matters

This case is not just about one unfair decision—it reflects a broader issue that could harm all third-party sellers on Amazon’s platform:

- Lack of Fairness: Amazon’s decision to side with the customer without proper investigation undermines the trust and confidence of sellers.

- Lack of Transparency: The rejection of my appeal without clear reasons violates the principles of fairness and accountability that Amazon claims to uphold.

- Systemic Impact: If Amazon routinely ignores seller-provided evidence and sides with customers without justification, this sets a dangerous precedent that could lead to widespread abuse and mistreatment of sellers.

I urge Amazon to:

1. Review this case thoroughly, taking into account the tracking evidence I provided.

2. Provide a clear and detailed explanation for the refund decision and the denial of my appeal.

3. Improve its dispute resolution process to ensure fairness, transparency, and equal treatment for both sellers and customers.

To my fellow sellers in the Amazon community, I encourage you to share your own experiences and stand together to demand better treatment from Amazon. If we do not hold Amazon accountable, such practices will continue to harm not only individual sellers but also the integrity of the platform as a whole.

Thank you for your attention, and I hope Amazon takes immediate steps to address this issue.

Sincerely,