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)
Hello fellow sellers,
I want to bring to your attention an unusual and frustrating incident that happened to me as a self-ship seller on Amazon.
A customer placed an order for multiple quantities of my product. Later, the customer contacted Amazon customer care and got a full refund without arranging a return or even informing me. As per Amazon’s policy for self-ship orders, the customer must return the product first, and only then should a refund be issued by the seller.
In this case, Amazon’s Customer Service (CS) team issued the refund without taking me into the loop, completely bypassing the standard process. This seems like a new kind of fraud being enabled due to process lapses.
Steps I Took to Resolve This:
Contacted Seller Support:
Initially, the lower-level executives didn’t understand my concern since such cases are rare.
I escalated the issue to a senior executive who assured me that the seller would be proactively reimbursed after 50 days as per Amazon’s policy. I have this whole conversation on Recording. where he Confirmed that i will definitely get reimbursed after 50 days.
The senior executive also shared the relevant policy reference: Amazon Policy Reference: https://sellercentral.amazon.in/help/hub/reference/G201723330
After 55 days passed with no reimbursement, I contacted seller support again.
Escalated Further:
Despite my attempts, the senior executives now seem to dodge my calls.
Connected with senior executive but he couldn't help (was giving non valid resolutions, wasted 60 mins here). so he promised to arrange a callback from a higher leadership team, got no call back from them either.
from last 15 days, i am trying to get resolutions from amazon support team, but they are trying to dodge this ticket. all of them give same invalid automated responses like safe-t claim or insurance. which is not applicable in my case.
NOW i have been told by the support team that, this refund was funded by the seller 100%. and they won't issue reimbursement to me. i moved from easyship to selfship to avoid such scams. and they are still happening and amazon support is equally responsible for same.
Outcome So Far:
I have lost ₹26,000 due to this incident where I was not at fault. Amazon has not taken responsibility for this lapse, and I feel stuck. since we are also a customer of amazon, can we file a consumer court against amazon or file cyber crime case against the customer?
My Concerns:
Why did Amazon CS issue a refund without arranging a return for a self-ship order?
Why is seller support not addressing the issue or providing reimbursement as promised?
How can sellers protect themselves from such cases in the future?
To prevent further losses, I have now stopped allowing customers to order more than one quantity at a time, but this is not a sustainable solution.
I hope this post raises awareness among fellow sellers and pushes Amazon to fix these process lapses. If you’ve faced a similar situation or have suggestions, please share them below.
Looking forward to your input.
previous case id where senior executive told me to wait for 50 days: ID 10467967502
Saf-t claim, my self ship order details, everything was discussed in detail with this senior executive. i wish i could just connect with him again.
LAST case id, where they told me to customer refund was funded by seller. 10619957622
closed cases, where i got unreasonable automated responses or dodgy transfers:
10585000102
10585977892
10607801522
10619441642
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)
Hello fellow sellers,
I want to bring to your attention an unusual and frustrating incident that happened to me as a self-ship seller on Amazon.
A customer placed an order for multiple quantities of my product. Later, the customer contacted Amazon customer care and got a full refund without arranging a return or even informing me. As per Amazon’s policy for self-ship orders, the customer must return the product first, and only then should a refund be issued by the seller.
In this case, Amazon’s Customer Service (CS) team issued the refund without taking me into the loop, completely bypassing the standard process. This seems like a new kind of fraud being enabled due to process lapses.
Steps I Took to Resolve This:
Contacted Seller Support:
Initially, the lower-level executives didn’t understand my concern since such cases are rare.
I escalated the issue to a senior executive who assured me that the seller would be proactively reimbursed after 50 days as per Amazon’s policy. I have this whole conversation on Recording. where he Confirmed that i will definitely get reimbursed after 50 days.
The senior executive also shared the relevant policy reference: Amazon Policy Reference: https://sellercentral.amazon.in/help/hub/reference/G201723330
After 55 days passed with no reimbursement, I contacted seller support again.
Escalated Further:
Despite my attempts, the senior executives now seem to dodge my calls.
Connected with senior executive but he couldn't help (was giving non valid resolutions, wasted 60 mins here). so he promised to arrange a callback from a higher leadership team, got no call back from them either.
from last 15 days, i am trying to get resolutions from amazon support team, but they are trying to dodge this ticket. all of them give same invalid automated responses like safe-t claim or insurance. which is not applicable in my case.
NOW i have been told by the support team that, this refund was funded by the seller 100%. and they won't issue reimbursement to me. i moved from easyship to selfship to avoid such scams. and they are still happening and amazon support is equally responsible for same.
Outcome So Far:
I have lost ₹26,000 due to this incident where I was not at fault. Amazon has not taken responsibility for this lapse, and I feel stuck. since we are also a customer of amazon, can we file a consumer court against amazon or file cyber crime case against the customer?
My Concerns:
Why did Amazon CS issue a refund without arranging a return for a self-ship order?
Why is seller support not addressing the issue or providing reimbursement as promised?
How can sellers protect themselves from such cases in the future?
To prevent further losses, I have now stopped allowing customers to order more than one quantity at a time, but this is not a sustainable solution.
I hope this post raises awareness among fellow sellers and pushes Amazon to fix these process lapses. If you’ve faced a similar situation or have suggestions, please share them below.
Looking forward to your input.
previous case id where senior executive told me to wait for 50 days: ID 10467967502
Saf-t claim, my self ship order details, everything was discussed in detail with this senior executive. i wish i could just connect with him again.
LAST case id, where they told me to customer refund was funded by seller. 10619957622
closed cases, where i got unreasonable automated responses or dodgy transfers:
10585000102
10585977892
10607801522
10619441642
1 reply
Sakura_Amazon_
Hello @Sage_,
This is Sakura from Amazon. I see that you have already created a thread regarding this topic and @Adam_Amazon_ is working on it with you.
Please create only one thread per question. Creating duplicate threads can create confusion and disruption in the Forums and is against the Forums Guidelines.
I will be closing this thread as a duplicate of Amazon Issued Refund Without Return for Self-Ship Order – Seller Left Uncompensated (₹26,000 Loss).
Please refer to the above thread for updates or to ask further questions.
Thank you,
Sakura
