We've noticed lately that customers have been asking us for returns instead of requesting them through Amazon. Normally when we get these messages, we just assume they're not familiar with the process and provide instructions on how to request a return through Amazon. Today, however, we had two customers say that there was no option for return when they pulled up the order on their ap. One provided pictures that showed Amazon said "this product is not eligible for return or replacement.... this item was not sold by Amazon, so contact the seller if you have any questions". We also had another customer complaining that they were being charged $5 for their shipping label. I'm not sure if something changed but we didn't change our return policy. We've always just gone along with Amazon's policy. Does anyone know if something has changed? We're FBM btw.

Hello,

Lately, Amazon has been 100% FULLY REFUNDING, Seller fulfilled orders, customer has opened NO RETURN, NO CLAIM, NOTHING, JUST THE ORDER IS 100% REFUNDED.

114-4464312-8387417, is our latest example, signed/photo delivery.

Amazon return "General Adjustment" no message, no notes, NO RETURN. WHAT IS GOING ON, I HAVE 4-5 OF THESE IN THE LAST COUPLE WEEKS!!

I have opened Seller Support Case 15188340241 and the problem is related to the prior forum thread https://sellercentral.amazon.com/seller-forums/discussions/t/0b9a528f-8fd1-4baf-b8c0-f20a34aa1c07

@Seller_RSwABJNHpHnEZ

I have an extremely angry customer because Amazon defamed me by falsely telling him I never shipped his order.

The long existing problem is that for orders exempt from tracking (such as stickers costing less than $10 that ship in a regular 1st Class Envelope) Amazon has been falsely telling customers delivery is delayed, even after delivery, because there is no tracking. I have repeatedly complained about this.

Now Amazon has exacerbated the problem by falsely stating orders never even shipped. It's outrageous and I'm angry and very upset.

I don't get it. Amazon is intentionally creating a terrible experience for buyers and sellers.

This needs to be fixed - now - with Amazon also sending an apology to impacted customers.

Worse, if this could be worse, Amazon knows the order shipped, which is why near the end of the below message it says in a small font "Shipped with USPS". That is how I shipped this customer's order on April 12th and this is reflected in the order history. But what Amazon has done is changed the top of the message but put in a HUGE font the order never shipped - and falsely stated this twice "not yet shipped" and then "we will email you as soon as the order ships"