Reimbursing Money for Wrongfully Disposed Items on Amazon: Case Study
Greetings!
Today we want to share with you another interesting case we resolved successfully.
Amazon deactivated the listing in error for violating the Transparency program. Our client spent a lot of time proving to Amazon Support the erroneous deactivation. During this time, units on the deactivated listing were disposed of.
After the client contacted us, we thoroughly reviewed the Amazon FBA Reimbursement Policy to find the key arguments. The necessary statement has been found. According to one of the Amazon FBA Reimbursement Policy clauses, Amazon will dispose of the unit if a seller was properly informed of the need to create a removal order but never created one.
The listing deactivation notification for violating the Transparency program really included information about the removal order. However, this notification indicated that we were forbidden to create a removal order due to suspicions of counterfeiting.
Comparing information from the Amazon FBA Reimbursement Policy with the notification, we found a collision we focused on. Amazon Support informed us about a removal order, but they didn’t provide the mechanism to create this removal order. Thus, Amazon disrupted the entire chain of the unit disposal process at the first stage – the creation of a removal order.
The case is non-standard, so we contacted the Jeff Bezos team. The Jeff Bezos team accepted our claim, and a month after a thorough review of the client’s account, funds for illegally disposed of units were still credited to the account.
