FACT: Verifiable lying by a customer is not a breach of Amazon's customer review policies. Here is the policy

• A review by someone who has a direct or indirect financial interest in the product.
• A review by someone perceived to have a close personal relationship with the product's owner, author, or artist.
• A review by the product manufacturer, posing as an unbiased shopper.
• Multiple negative reviews for the same product from one customer.
• A review in exchange for monetary reward.
• A review of a game in exchange for bonus in-game credits.
• A negative review from a seller on a competitor's product.
• A positive review from an artist on a peer's album in exchange for receiving a positive review from them.

NOTHING ABOUT LYING.

We received a 1 star review by a customer that said that they could not get a refund or exchange. This is an FBA order where Amazon handled all processing (and we have a 60 day exchange/refund policy).

It has impacted our sales as we look untrustworthy. No sales since this review.

This review re fulfillment and customer experience is a disservice to us and other Amazon customers and does not reflect truth.

Amazon seller support has acknowledged in writing that there is no record of the customer applying for either an exchange or refund but said they can not help ... just a lot of nice words but no action.

Have reached out to customer twice (no response). This customer only has one review to their profile.

So we have a situation where a customer is lying and Amazon says it does not breach policy. I repeat - Amazon acknowledged THAT VERIFIABLE CUSTOMER LYING IS OK and not against policy ? Seriously?

In the world, in all cultures, even toddlers know - lying is BAD - truth is GOOD - why doesn't Amazon support this? There is no good answer for this other than to minimise hassle for Amazon and make more margin by creating systems to frustrate sellers and make them give up so more cases can be solved.

Advice from seller support "leadership team" is that reviews are a different team and they have no power ... they told me to make some noise on social media or go to better business bureau ... again Amazon is great a taking a percentage of profit while automated but will not help a small seller when needed ... prefers to create systems to make 90+% of sellers give up and have issues disappear ... I sincerely hope more competition arises (Walmart, eBay, etc) and reduces Amazon's market power so it is forced forced to be more responsive to sellers. Perhaps the gov should create a levy/tax on Amazon to fund small seller advocacy against monopolistic behaviour.

I have spent 4 hours on this already on phone calls and tickets that seem to get automated templated responses back.