My store was closed four months ago due to a copyright infringement complaint. After the 90-day period expired, I requested that the payment team reimburse me for the funds in my account. I was given a video call appointment for this purpose. In my opinion, the video call went well. However, in a notification I later received from Amazon, I was told that no payment would be made.

What can I do now?

We are FBM since our products are Handmade/Customized. In order to reach the customer "on time", we're sometimes forced to purchase a shipping label that costs as much as the sales price of the item we're selling. Needless to say, we went way in the RED on this sale. What happens if the shipment doesn't make it to the customer "on time"? We're worried this will impact our Health score and Buy Box. We cannot continue to fund these kind of shipment costs.

There's a huge issue with the Custom/Handmade returns policy, and I tried to bring it to attention multiple times over the last year to avoid a huge cluster. It wasn't properly acknowledged, and the cluster is now here. I will keep making more posts if I have to until this is ACTUALLY acknowledged and handled.

6 months ago @Seller_RSwABJNHpHnEZ said the Custom return policy discrepancies issue was escalated internally HERE.

5 months ago KJ again "noting this for futher investigation and review to ensure documentation is up to date" HERE. I never received a followup about this supposed "investigation" that directly affects me. But also notice in my post I asked "#4 Are SELLER FULFILLED PRIME custom products eligible for return or not?" - And NO ANSWER was provided.

So after busting my 🍑 to get into and maintain Seller Fulfilled Prime, Amazon has refunded ~$1,000 of my SFP orders for all kinds of various buyer faulted reasons, including explicitly admitting in the refund reason they bought the wrong size, color, etc.

But wait, isn't the Custom returns policy supposed to protect you against that? NO. The "custom products are non-returnable" is ONLY APPLICABLE for regular NON-SFP orders.

For SFP orders the Custom/Handmade return policy states: "All Handmade items shipped via FBA or Seller Fulfilled Prime are currently ELIGIBLE FOR FREE RETURNS. Prime return policies override Handmade return policies, WHETHER THE ITEM IS CUSTOMIZABLE OR NOT."

From Custom Returns Policy here: https://sellercentral.amazon.com/help/hub/reference/G201817830

Here's the kicker, the majority of claims are initially denied saying Amazon issued an RMA and I MUST WAIT TO RECEIVE THE PRODUCT BACK UNTIL I CAN FILE A CLAIM.

.

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Wait, what?!?!

In other claims for the same product they say it's non-returnable and therefore claim denied. SEE HERE:

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SO WHICH IS IT AMAZON?

Are SFP custom/handmade products returnable or not?

Are SFP custom/handmade products returnable TODAY?

Are SFP custom/handmade products returnable TOMORROW?

Are SFP custom/handmade products returnable NEXT WEEK?

Are SFP custom/handmade products returnable NEXT MONTH?

.

I responded to the SAFE-Ts with a link to the policy that explicitly and clearly says custom/handmade SFP items are returnable.

STILL. DENIED.

Amazon has refunded ~$1,000 of my orders without requiring them to be returned.

Again, I am NOT going away over this. I am due refunds for these orders that were denied SAFE-Ts using the incorrect policy.

AND the entire Custom and Handmade community is OWED a VERY CLEAR EXPLANATION and solution for this.

MAYBE that solution is to update the custom/handmade return policy that was supposed to be done months ago.

MAYBE that solution requires Amazon to pick a policy and stick with it instead of changing it daily.

But something needs to be done. And I am owed refunds.

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SAFE-T CLAIMS + ORDER ID'S:

51329-01262-7284341 - 113-4948397-9533857

18513-55989-1749712 - 113-2866129-9587447

30946-73558-2868026 - 113-7745368-2972233

35981-10434-6074226 - 113-8457274-4490609

79482-02976-5221703 - 114-1090718-5661845

11620-46338-4094049 - 111-0007999-9511415

55721-84700-5812501 - 113-0146687-8568204

32995-09743-7224921 - 113-0514672-2072263

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Saying "the claims team has decided to uphold their decision" and leaving it at that which is clearly based on the wrong return policy is NOT ACCEPTABLE.

If Amazon has a valid reason why these orders were not returned before being refunded when the return policy clearly states they should've been returned, then I want to know that reason.

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@Seller_zukQNO61PzGck @Seller_t9kvdr2yixQej @Seller_RSwABJNHpHnEZ @Seller_dnxnrsZIeTNo3 @Seller_CnfW62x6yxvJw @Seller_b2AIUT8dwcS0Z @Seller_khUF6HPR2AHxu @Seller_lmwzklfLOK2Ob @Seller_YeWcEeTwlVO93 @Seller_dpJ77kRWnnEqt @Seller_l7Jtck9jxnEA0 @Seller_nS0jcFQNDLG3e

As the title says, it's a brand issue! I haven't been able to edit or update my product's A+ content for six months. I also haven't launched any new products in six months because of this brand issue. I check here every day, but I haven't received the promised reply from @Joey_Amazon. This is my previous post; I'm updating it again to prevent it from being forgotten.

@Joey_Amazon Six months ago you replied as follows. Do you have the most accurate information now? I still look forward to your message every day.

We appreciate you chiming in and clarifying. I sincerely apologize for miscommunicating the due date; that was my error.

Our team is actively prioritizing this work to ensure we share the most accurate information with the community. I will post an update directly on the Handmade Group home page as soon as new information is confirmed.

This is a previous post about this issue.

https://sellercentral.amazon.com/seller-forums/discussions/t/59e85394-a764-4d43-a2e3-9fd9885dc81b