Amazon Issued Refund for Rs. 26000 Without Return for Self-Ship Order – Senior support person told me wait for 50 days to get reimbursment. now support is telling me to accept this as loss. Seller Left Uncompensated (₹26,000 Loss)
customer claimed compatibility issues of my product.
amazon support issued refund to the customer, without my consent or permission. that too in self ship order and i was told, i will get the products back. and that order was worth Rs.26000.
amazon literally issued refund to the consumer without our consent/feedback. when we asked for the status of our products back? they lied and told us to wait for 30 days.
after 30 days, amazon SENIOR SUPPORT EXECUTIVE told to us wait for 50 days and we'll be reimbursed.
then after another 50 days, they told us to wait for 15 days until they can get the details of our case.
after 15-25 days, they told us, we won't be getting our money back. and whatever other statements was made to us by amazon was wrong.
i contacted seller support,
they told me to wait for resolutions. waited for 3 months, they kept ignoring us.
WHO TO TRUST NOW? EVEN AMAZON SELLER SUPPORT AND THIS FORUM IS PROVING TO BE USELESS AFTERALL
Amazon Issued Refund for Rs. 26000 Without Return for Self-Ship Order – Senior support person told me wait for 50 days to get reimbursment. now support is telling me to accept this as loss. Seller Left Uncompensated (₹26,000 Loss)
customer claimed compatibility issues of my product.
amazon support issued refund to the customer, without my consent or permission. that too in self ship order and i was told, i will get the products back. and that order was worth Rs.26000.
amazon literally issued refund to the consumer without our consent/feedback. when we asked for the status of our products back? they lied and told us to wait for 30 days.
after 30 days, amazon SENIOR SUPPORT EXECUTIVE told to us wait for 50 days and we'll be reimbursed.
then after another 50 days, they told us to wait for 15 days until they can get the details of our case.
after 15-25 days, they told us, we won't be getting our money back. and whatever other statements was made to us by amazon was wrong.
i contacted seller support,
they told me to wait for resolutions. waited for 3 months, they kept ignoring us.
WHO TO TRUST NOW? EVEN AMAZON SELLER SUPPORT AND THIS FORUM IS PROVING TO BE USELESS AFTERALL
34 replies
Seller_0Cq0gt7ERfOTw
Somewhat the same happened to us. In our case, Amazon reimbursed our amount of 17983/- in December 2024, but in March 2024 they again deducted this amount from our account in the name of "clawback." They said that they delivered the product to me; actually, they didn't deliver it. We asked them to show us the receiving, but they refused. Overall we are in loss of 17983 to date.
Seller_AcBwpj0l5OJt3
yes very insensitive from amazon side , happened the same for me too , first they told to come after 52 days , now they have completely ignored the request stating should have been done within 15 days
Seller_K0B9E4aomPtLg
after reading all such messages I wonder how small seller become profitable? I am sure many of us are making loss and day in day out working for Amazon even without salary. I myself made loss and without advitisement their is no sell.
Seller_Sazaf5mreTLx8
What can I do about this matter . Can I raise the claim in court .
Seller_Sazaf5mreTLx8
no body is interesting in my case because nobody respond me.
Roberto_Amazon
Hello! @Sage_
This is Roberto. I am sorry you are dealing with this matter, I'd like to have more details around this issue, can you please provide the case ID in which you reported this issue? Please provide the most recent case you have.
Looking forward to hearing from you.
Regards,
Seller_PhrqI7EUOOnsE
Hello @Roberto_Amazon (unable to tag you),
The most recent case ID, in which Adam was also looking into, is 10619957622. I finally received a response from Adam, who mentioned that he has escalated my case. Please coordinate if needed, but this time, make sure the issue is resolved on priority.
Case Timeline for Better Understanding:
2nd October 2024: Customer received the product.
7th October 2024: Customer reported compatibility issues to Amazon support.
13th October 2024: Amazon customer support issued a refund to the customer—despite this being a self-ship case—with an amount exceeding ₹25,000, which, as per your policies, should not have been possible. Furthermore, they did not even bother to arrange a return for the product. This was the first time we encountered such an issue.
When we noticed no return tracking number under the refund status, we contacted support to ask about the next steps or to arrange a return.
Initially, Amazon Seller Support told us that the return might not be updated in the system and asked us to wait.
Later, they asked us to file a claim after a few days.
Then, they advised me to file a SAFE-T claim, which I couldn’t do as per your policies. I’m not sure why they even suggested this.
When I asked to speak to a senior representative, I was told to wait 50 days and that I would be reimbursed automatically (30th October 2024, Case ID: 10467967502).
After 50 days, the support team started dodging my calls—calls were disconnected, forwarded to different executives, and I received false promises of callbacks. No one ever called back, even after multiple reminders on tickets. In some instances, they would call and disconnect as soon as I answered. Another 10-15 days were wasted in this process (Case IDs: 10585000102 & 10585977892 – 5th December 2024; 10619441642 – 16th December 2024).
Hoping to avoid being ignored, I reached out in writing. However, after making me wait for 15 more days, they finally responded, saying that the refund was funded by the seller under an A-to-Z claim (Case ID: 10619957622 – 16th December 2024).
After that, I created a thread here, expecting a resolution, but I was left in the dark again.
Can you please tell me what my fault is in all of this? I followed all the procedures correctly, sent timely reminders, and made every effort to resolve this issue. Why am I being ignored?
Please ensure that this case is handled with the urgency it deserves.
Looking forward to your prompt response.
Best regards,
Roberto_Amazon
@Seller_PhrqI7EUOOnsE Thank you for your continued patience. I do see that @Adam_Amazon_ is looking into this in the original thread, please continue to follow up in the link below:
Amazon Issued Refund Without Return for Self-Ship Order – Seller Left Uncompensated (₹26,000 Loss)
Seller_PhrqI7EUOOnsE
@Roberto_Amazon
@Adam_Amazon_ has not responded for the past four weeks. I had already waited three months previously for this same case, during which Adam was handling it. In total, it has now been around 4–5 months.
I’ve also shared call recordings of my conversations with Amazon support via your X/Twitter DMs. If you have access, I kindly request you to listen to those as well.
If there is still no resolution, I will have no choice but to make this case public. I want to emphasize that I have followed every instruction provided by your support team and have done nothing wrong in this matter.
I received an order on Amazon for Rs. 26,000. I shipped the products. A few days later, the customer claimed there was a compatibility issue. We sent a message through Amazon asking the customer to reach out to our support team for assistance, and we clearly mentioned that the product is covered under a 6-month warranty. However, if someone intends to commit fraud, they obviously won’t contact our support.
Despite this, Amazon support issued a refund to the customer without my permission. This is not standard operating procedure, especially for self-ship orders. How the refund was issued in the first place is still a mystery.
Support asked me to wait, saying the return parcel may not have been updated in the system and that the AWB might be missing. They requested patience.
After this incident, I disabled multiple quantity orders for all our products on Amazon because it became too much of a hassle.
Later, a senior executive told me to wait. They said that if I don’t receive the returned item within 30 days, I would automatically be issued a reimbursement after another 50 days. I was also told that a SAFE-T claim was not applicable in my case.
I waited for 80 days. No seller support executive was able to understand my case. A refund should not have been issued without receiving the returned products. I was repeatedly ghosted, transferred unnecessarily, or given false promises of callbacks. When I raised a written ticket, I was told the seller would bear the cost of the refund — Rs. 26,000. So, Amazon takes a 10–15% commission, the customer gets a free product, and the seller bears the full cost?
If I had been informed of this from the beginning, I would have tried to get the items back. My case is very simple.
All I am seeking is a fair reimbursement, which was promised to me by a senior Amazon support executive. We have 5-star ratings on Google and provide high-quality products along with excellent after-sales service. We have never done anything wrong with our customers. i expect the amazon to issue refund to us. and penalise the employee (if found guilty) who issue refund and permanently ban that customer amazon account. Being customer centric is good, but not at the expense of your loyal seller/members of your platform.
