Hello Amazon Seller Community and Amazon Moderation Team,

I am facing a severe system error that has resulted in an unjustified financial loss, and I require immediate assistance from an internal Amazon team member who can manually review my case.

Summary of the Issue

A full refund of AED 88.09 was processed to the buyer on October 19, 2025, despite the item being successfully Delivered to the customer on October 11, 2025.

The core and unaddressed question is: Why was this refund processed when the buyer never initiated a return request?

Evidence of System Error

I have provided conclusive evidence in my claims, yet the issue persists:

Item Delivered: Tracking confirms successful delivery.

No Return Request: The attached screenshot from Manage Seller-Fulfilled Returns clearly shows "Total Returns: 0" for this order ID. I have not received the merchandise back.

Result: A refund was processed for an item that remains with the customer, pointing to a major technical failure in the payment process.

Failed Escalation Attempts

I am being looped between Seller Support and the SAFE-T Claims team:

SAFE-T Claims Team: They have officially rejected the claim and the subsequent appeal,

Seller Support: They refuse to investigate the system error, stating that the SAFE-T team is the only relevant department, forcing me back to the team that has already denied the case.

Despite acknowledging in their correspondence that their records also show no return request was received.

This situation results in an undeniable financial loss due to an Amazon system error, causing significant mental disturbance and creating a huge risk for future transactions.

Call to Action

If any Amazon Moderator or specialized team member is reading this post, please intervene immediately. I request a manual investigation into the root cause of this unauthorized refund.

Please help stop this system error from continuing to harm sellers.

Thank you.

We received a returned printer from a customer after 18 months of use in a damaged condition. It is unclear how this item was accepted by Amazon in the first place. After submitting all the required details through the Safe-T claim process, the claim was rejected with the reason “CR-Defective.” Despite multiple appeals, the claim continued to be denied.

We then opened a case with Seller Support and provided complete photo evidence and supporting information. The response we received was as follows:

"Kindly note that, in accordance with Amazon’s FBA Customer Returns Policy, we strive to ensure a great customer experience by occasionally accepting returns beyond the standard timeframe outlined in our policies."

This essentially means the entire loss is placed on the seller, even when the return is clearly abusive. In this case, the customer misused the system RETURNING ITEM AFTER 18 MONTHS and Amazon took no action to prevent it. Unfortunately, this is not an isolated incident—we have already incurred significant financial losses in similar cases.