I am facing one issue and no one is helping me in the "Help" section I always did FBA so I decided to start FBM as well. So, when I got the first FBM order I saw two options one was "buy shipping" second was "confirm shipment" I thought I would go with the buy shipping option I bought the shipping label and then I saw waiting for the pickup

I received the order on 17th September and on the same day I bought the shipping label through the "buy shipping" option so I was waiting for 17th September then I talked to Amazon Help they said to wait if no one comes then again reopen the case, then I wait 18th September no one came I again talked to amazon help they said again wait if no one comes then reopen the case, then I wait for 19th September no and no one came to pick up the order and deliver it to the customer. I chatted with Amazon 4 to5 times and 4 Times I called Hermes but the problem is no one knows what to do

Amazon Help saying this is Hermes' work

Hermes says Amazon's work

Amazon Help told me that I should drop the parcel at Hermes postal point I did but the next day shopkeeper told me Hermes saying it not our code and we could not scan it today I chatted help with Amazon again and they said someone would contact me but no one contacts me i am very worried about my order my customer waiting Please what should I do

I just faced an unbelievable situation. Amazon refunded one of my customers for a £500 order without even opening an A-Z claim!

I shipped the order via DHL, which provided:

Satellite image proof

Doorstep delivery image proof

Yet, Amazon refunded the buyer without asking me anything – just a simple email saying, "Refund issued."

I immediately contacted support, and they told me to file a Safe-T claim for wrongful refunds. But when I tried, the system said: "This order isn’t eligible as it’s a business order."

I reached out again, and this time, another rep said their internal team will contact me. But the person didn’t even open a case and just said, "Looks like a refund mistake, but I can’t do anything and internal team will contact you in next couple of weeks.

I'm extremely frustrated and worried. Sales are already a struggle in this competitive market, and I'm working with the lowest margins.

Has anyone else faced this? What steps can I take now? Any advice would be really helpful!

#AmazonSeller #EcommerceStruggles #SafeTClaim #AmazonSupport

What am I not getting here as I thought this was straight forward!

So customer opens return, simples.. Auto accepted and Amazon issues label. Customer then opens AtoZ case? Not sure why but whatever. I reply to AtoZ just after it was opened. Explaining return opened, just waiting for return and will refund, not sure why an AtoZ is opened or why you have allowed it to be opened as you can see return opened a few minutes before AtoZ.

Anyway, goods returned, refunded spoke to customer all good. AtoZ closes with a "Order defect rate" ? huh.. I asked why woudl it be an order defect rate? The reply "As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics.

To avoid these claims in the future, respond promptly to buyer communications to reach a resolution. If appropriate, refund the buyer within 72 hours of the buyer's first contact."

I don't get it? everything done to the letter as we are supposed to.. but as customer opened an AtoZ you get a defect? what am I missing here as this just seems like a screw you anyway answer?