Hi fellow sellers,

I have been dealing with an extremely high rate of "order not received" cases on my FBM orders, and I want to see if others are experiencing the same issue.

Since switching some of my products to FBM about six months ago, I have noticed a growing trend of customers reporting that they never received their orders. However, the situation worsened significantly after Thanksgiving, and the issue has remained consistently high for the past three months.

My "order not received" refund rate in the last 30 days is 17.1%, and my year-to-date (YTD) rate is 11.3%, which is far higher than normal.

Customers with different names and addresses are submitting identical refund requests with the exact same wording:

"Friend, what's the matter? Why has my package not been delivered to me for so long? I don't need it now, I want my money back now, please refund."

This only happens on Amazon FBM – we have been selling for over nine years across six different marketplaces, and our "order not received" rate on other platforms is below 1%.

We have tried using multiple shipping carriers (USPS, UPS, FedEx), but the issue persists.

We genuinely care about our account health, customer experience, and Amazon policies, so we usually issue full refunds when buyers send messages claiming non-receipt—before they escalate to an A-to-Z claim. However, this ongoing issue is severely damaging our business.

Has anyone else seen an unusually high "order not received" rate on FBM recently?

Are there any known refund scams that match this pattern?

What is the best way to escalate this to Amazon and get a real investigation?

How can we efficiently handle "order not received" claims without immediately issuing refunds?

Any advice would be greatly appreciated!

Hello @Seller_t9kvdr2yixQej

We got our listings back, and everything was fine for a few days, and now again, the brand name on our listings has changed, this time to SLSWHLX Store.

And our offer got removed again, we lost access to listings. One of the listings is search suppressed, and we can't even fix it because apparently, we are not the Brand Owner.

Our inventory is stranded, we can't sell properly because all these things keep happening to us. Our business is paralyzed. Please look into this and help us resolve this issue.

You yourself can see the situation; we really need the brand registry back to prevent all this. We have worked on all the reasons they gave us to revoke brand registry, and there are no violations now. We suspect that our brand registry might have been revoked because every time we faced such issues, we reported them, and it backfired as an abuse of authority. That is totally unacceptable, as we are the rightful brand owner; we must be allowed to take action on things that harm our business.

Please guide us to a way out of all this, and one more thing: Is there a way apart from brand registry to protect ourselves from this kind of problem?

Dear Amazon

I received email from Amazon to re-verify identity information for Inform Consumer Act within 10 days. I have been submitting passport and national ID since nine days but amazon automatically reject it and keep asking. I opened several cases but they are closing without providing solution. I opened a new Case 17440511041 today. Can someone provide urgent support because my account will deactivate by tomorrow.

@Seller_JT2cdQLa0Oueg@Seller_rl7kltrMnkHFJ

@Seller_8hQgfj6OVZYse

I am very sorry to impose sir, but I reviewed a previous forum post where you were able to help a seller in a situation similar to mine. Would it be possible to initiate a Review of my Featured Offer Eligibility as you did for this fellow seller, @Seller_kF3WUnSIWNDua

I am hoping to have some form of resolution, my catalog of items is around 12,000 CDS Books and DVDS.

Hi @Seller_jBMfqt7iaNhLO,

According to Amazon's help page on carrier shipping corrections, USPS measures packages in a specific way. Under the "How correction charges are calculated?" section, it explains that measurements need to be listed in this order:

• Length (the longest side)
• Width (the second longest side)
• Height (the shortest side)

So while 9x6x1 and 9x1x6 might seem identical mathematically, USPS requires them in descending order. The help page also mentions that to avoid these charges, you should "round up to the nearest whole number" for all measurements.

You can check the exact reason for any specific adjustment by visiting your Payments Transaction View (as described in the "Where can I see the type of charges?" section of the help page). Just enter your order number 113-8232864-0907429, find the Carrier Adjustment line, and click the amount in the Total column. This will show you how USPS measured your package compared to what was on the label.

Hope this helps explain those adjustments!