Dear Amazon Community,

I need urgent guidance regarding an A-to-Z claim where a customer alleged product defects but did not return the item, despite our prompt response and issuance of a return label. Surprisingly, the customer received a refund without returning the product, which goes against Amazon's policy.

Additionally, our appeal of the case was rejected, and despite two months of calling and attempts to contact supervisors, we have not received any response.

Your insights and advice on how to resolve this matter would be invaluable.

Thank you

Hi,

I’m seeking some advice on a feedback removal issue.

On 20-Dec-2024, the customer raised an issue regarding a product listing error and refund. We responded with refund confirmation and detailed instructions on how to remove the feedback. We followed up with additional guidance and direct links. The customer later mentioned the feedback appears removed, but it still seems to be affecting our account.

Case ID: 16909271101

Order ID: 701-7539451-5915409

Has anyone experienced a similar feedback discrepancy where the customer confirms removal, yet the feedback remains visible on our end? Any insights or tips would be greatly appreciated.

Thanks for your support! @Seller_vtQxROP6UNr1O

Best.

Hello everyone,

I’m reaching out to share my recent experience with Amazon’s product safety appeal process and to ask if anyone has additional suggestions or solutions.

I received a warning from Amazon related to ASIN B00TEQ1064 (ACDelco Gold 335-1227 Alternator) regarding compliance with CA Food and Product Safety standards. Although I’m not the manufacturer, I did provide documentation from the manufacturer as part of my appeal. However, Amazon required further testing documentation—specifically, evidence that the complete product was tested by an ISO 17025 certified lab to the appropriate UL standard. Since I’m just a reseller and do not have control over manufacturer testing, I decided to remove the product from my listings rather than pursue further testing.

Despite having taken these steps:

I provided the documentation I had.

I completely deleted the ASIN from my listings.

There have been no sales associated with this ASIN for over two months.

My account health rating, however, continues to reflect the impact of this warning. I understand that in some cases, policy warnings may remain on the Account Health page for up to 180 days, but I’m wondering if there’s anything I can do at this point to mitigate the negative impact on my account.

Has anyone encountered a similar situation where, after removing a listing and providing available documentation, the account health penalty remained? Did you have any success with:

Requesting a manual review or adjustment to remove the penalty earlier than the typical 180 days?

Finding any alternative approaches to demonstrate compliance, given that I am not the manufacturer?

Any insights, suggestions, or experiences you can share would be greatly appreciated. I’m particularly interested in any advice on communicating with Amazon or any workaround that others might have used successfully.

Thanks in advance for your help!

Best regards,

ARAS STORE USA