If you suspect a buyer to be abusive or an order to be fake for Easy Ship or Self-Ship orders, you can directly register a case on Seller Central. This will replace the earlier process of calling Selling Partner Support and registering a case by sharing the order details.
To register a case on Seller Central, follow these steps:
Log in to your Seller Central account and click Help.
Click Get Support.
Click Selling on Amazon. Click Or, browse for your issue in the menu link at the bottom of the page.
Click Easy Ship or Self Ship orders--> click Report a suspicious order.
Enter Order ID in Order box and click Next.
Choose the appropriate reason, click Next and then click Submit.
Note: If the reason is different from first four options, choose Something else and click Next. In the text box, provide the reason as to why you suspect the order to be fake and then click Submit to register the case.
Once the case is submitted, we will get back to you within 24 hours through email with the details of the next steps. If there is no evidence against the order/buyer, we will email you to ship the order. In case the order is Easy Ship and found to be a fake or the buyer is abusive, we will cancel the order and send you an email confirming the same. In case the order is Self-Ship and found to be a fake or the buyer is abusive, we will send a mail recommending you to cancel the order.
Note: For Easy Ship orders, the cancellation charges will not be levied & cancellation rate metric will not be impacted. For Self-Ship orders, we will automatically reimburse the cancellation charges and reverse the cancellation rate metric within 15 business days.
We recommend you to raise the case at least one day before the Estimated Ship Date (ESD). If you raise the case within the last 24 hours of ESD, we will not be able to guarantee the investigation and your order will get auto cancelled. In this case, we suggest you to ship the order before the order cut off period.
Note: If you have multiple order IDs for which you suspect order to be fake/ buyer to be abusive, please create separate cases for the each of the order IDs by following the steps mentioned above. Do not reply on the case with more examples as your order IDs will not get prioritized for the investigation.