**Subject: FORMAL ESCALATION – Repeated Easy Ship Pickup Failures, Improper Returns and Reimbursement Issues Affecting Seller Account**

Dear Amazon Seller Support / Easy Ship Escalation Team,

I am writing to formally escalate a serious and recurring set of issues that I am facing with Amazon Easy Ship.

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**Seller Name:** SANYA CARTS

**Fulfilment Method:** Amazon Easy Ship

I am a relatively new seller and I am making considerable efforts and spending money on Amazon advertising and promotions to generate orders. For a new seller, even receiving one genuine order is extremely important.

However, I am repeatedly facing problems at different stages of the Easy Ship process—**pickup, shipment handling, returns and reimbursement**—and these issues are becoming extremely difficult for me to manage as a small seller.

### 1. Repeated Easy Ship pickup failures

The delivery/pickup partner assigned to my route keeps changing frequently.

On several occasions, there is no pickup partner available to collect my order on the scheduled date and time. When there is only one order, I am particularly concerned that the pickup is being overlooked or delayed.

I have repeatedly contacted the concerned hub/pickup personnel, but often my calls and messages are not answered.

I have also repeatedly raised Seller Central tickets regarding these issues, but the problem continues.

Because the pickup does not happen on time, my orders become exposed to:

* Late shipment/dispatch issues

* Order cancellation

* Negative impact on Account Health

* Loss of sales

* Loss of money spent on advertising to obtain the order

This is particularly painful for a new seller because I may spend significantly on advertising just to generate a single order, only to have that order placed at risk because the pickup partner does not arrive.

Amazon's own Seller Forum guidance indicates that when an Easy Ship pickup is missed because of an Amazon/carrier-side issue, sellers can report the missed pickup and affected metrics may be corrected.

### 2. I am being forced to travel to the hub myself

I have personally travelled to the hub on occasions when the pickup partner failed to arrive because I did not want my customer's order to be cancelled.

The hub is far from my home, and this creates considerable inconvenience, expense and disruption to my family responsibilities.

I am paying Amazon for the Easy Ship service. Therefore, I respectfully request that Amazon investigate why I, as the seller, am repeatedly having to take responsibility for a logistics failure that is outside my control.

I would also like Amazon to clarify in writing:

**Is there any Amazon policy that allows an Easy Ship pickup partner to ignore, postpone or deprioritize a pickup because there is only one order scheduled for pickup?**

If there is no such policy, please investigate whether my route is being incorrectly deprioritized by the delivery partner or hub.

### 3. Problems with customer returns

I am also facing serious problems with returned orders.

In some cases, returns are not reaching me within the expected timeframe. Even when a return is eventually delivered, there have been instances where the returned item appears to be **completely different from the product that I originally shipped**.

This creates a serious financial risk for a small seller.

For example, if I send a jewellery item to a customer and the return reaches me with a completely different product, the original inventory is effectively lost unless the matter is properly investigated and reimbursed.

I request Amazon to investigate the return logistics chain in such cases, including:

* Return pickup from the customer

* Transit handling

* Return hub processing

* Verification of the returned item

* Delivery of the return back to the seller

I should not be financially responsible when the item returned to me is not the same product that I originally dispatched.

### 4. SAFE-T/reimbursement concerns

I understand that Amazon provides a reimbursement/SAFE-T mechanism for eligible cases where a seller believes a refund or return was not their fault.

However, I am concerned that even after spending considerable time documenting and raising claims, reimbursement is not always provided in the cases where I have suffered an actual loss.

In some cases, I have raised claims only for specific affected orders, yet reimbursement has been provided for only one order while the remaining affected order(s) have not been reimbursed.

For a large business, losing the value of one or two low-value products may appear insignificant. For a small seller like me, however, even a single missing or incorrect return can materially affect the profitability of the business.

I therefore request Amazon to review the affected orders individually and explain clearly:

1. Why reimbursement was approved for one affected order but not another.

2. Whether the remaining orders are eligible for SAFE-T/reimbursement.

3. If rejected, the exact reason for each rejection.

4. Whether I can appeal the rejected claims.

5. Whether the return tracking and logistics records can be reviewed to establish what item was actually returned.

Amazon's published SAFE-T information indicates that eligible sellers can seek reimbursement when Amazon issues a refund and the seller believes the return was not their fault, subject to the applicable eligibility requirements.

### 5. Financial impact on a small/new seller

I would also like Amazon to understand the broader impact this is having on my business.

As a new seller, I am investing money in:

* Amazon advertising

* Promotions

* Product inventory

* Packaging

* Shipping/Easy Ship charges

* Time spent preparing orders

Therefore, when I finally receive an order and then face a missed pickup, cancellation, incorrect return or unreimbursed loss, the impact is much greater than the value of the individual order alone.

It affects my inventory, advertising investment, cash flow and confidence in continuing to sell on Amazon.

### 6. Repeated support tickets are not solving the underlying problem

I have repeatedly raised Seller Central tickets for these issues.

However, raising another ticket every time a pickup is missed is not a sustainable solution.

I request Amazon to treat this as a **recurring route-level operational issue** and investigate the root cause rather than handling each incident as an isolated complaint.

### 7. Request for formal investigation and permanent resolution

I respectfully request Amazon to:

**A.** Investigate the repeated Easy Ship pickup failures associated with my pickup address.

**B.** Investigate whether my route is being deprioritized when there is only one order.

**C.** Assign a reliable pickup arrangement for my location.

**D.** Review all affected orders where missed Amazon pickups caused or contributed to late shipment/cancellation.

**E.** Ensure that seller performance/account-health metrics are corrected where the cause was an Amazon/carrier-side pickup failure.

**F.** Investigate delayed and incorrectly delivered customer returns.

**G.** Review cases where the returned item does not match the product originally shipped.

**H.** Review all relevant SAFE-T/reimbursement claims and explain why some affected orders were reimbursed while others were not.

**I.** Provide the applicable appeal/reimbursement route for every rejected claim.

**J.** Escalate the matter to the appropriate Easy Ship logistics and returns team rather than closing the case with a generic response.

**K.** Provide a permanent corrective action for my route.

I genuinely want to continue building my business on Amazon. However, repeatedly worrying throughout the day about whether my pickup partner will arrive, repeatedly calling or messaging without receiving a response, travelling to a distant hub myself, dealing with late-shipment risks, and then dealing with incorrect or delayed returns is becoming extremely difficult.

I am doing my best to fulfil my responsibility as a seller. I respectfully expect the logistics and returns process to provide the same level of reliability.

I request Amazon to please treat this as a **formal escalation concerning Easy Ship pickup, logistics, returns, reimbursement and Account Health impact**, rather than another routine individual ticket.

Please provide:

* The escalation/case reference number

* The team handling this investigation

* The corrective action proposed

* Confirmation regarding protection/correction of affected seller metrics

* The outcome of the investigation into the return/reimbursement issues

I sincerely hope Amazon will investigate this matter seriously and help me continue selling on the platform without repeatedly being placed under avoidable financial and operational stress.

Regards,

**SANYA CARTS**

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