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I have two SAFE-T claims that are being denied since April 3rd, and both claims are identical in nature.

Order ID's:

114-1872858-5461854

114-2335302-9124268

SAFE-T Claim ID's:

30378-74022-4045715

49947-51631-7552331

I shipped out 46 lbs package which ship in 10"x12"x15" box containing a product we distribute, and each customer requested to return and receive a refund.

Each customer has successfully tricked HAQM into showing the return was successfully delivered because they took the 46 lbs return label and affixed it to an empty padded envelope. We have not received the returned product.

I have provided more than adequate proof that the return was fraudulent and the refund needs to be reversed. One of the customers previously tried to claim they did not receive the product at all, and I denied their refund because UPS provided photographic proof of the package sitting upon their doorstep and was delivered successfully.

HAQM has given invalid reasons for denying the claim.

1) Reason: The issue that you reported is not covered by the SAFE-T policy.

???

2) Reason: The item is non returnable.

This item is returnable and I linked the ASIN and a screenshot showing that this item is returnable. If the item was not returnable, the customer would not have been able to generate a return label.

Dealing with SAFE-T claims is extremely frustrating, as typically the claim will be denied due to invalid reasons until I have appealed numerous times. For these two claims though which the customer committed outright fraud and should be clear cut approvals, I am no longer receiving invalid reasons for why the claims are being denied. The photographic proof of the return labels showing tracking being affixed to empty padded envelopes clearly shows that the 46 lbs product was not returned. I have called HAQM support and they say nothing can be done over the phone and I need to keep appealing. I just want an actual human to review the proof I have submitted and review each claim.

Hello,

I've opened several tickets to HAQM Support (last one which is active: 17614657281) and they can't seem to figure this out. I get OTPs from HAQM to my phone but not the verification link to my phone to be able to add/modify deposit method for US store. We are already selling in many HAQM stores (mostly EU) and now we would like to open US market too, but we cannot get through this step.

The answers from support regarding this matter are really weird:

"Hello,

We have received your inquiry, but we cannot provide support on this matter.

Why is this happening?

We cannot provide support on this matter because your request is not related to seller identity verification or related processes. "

I mean I cannot receive your SMS verification, so what can I do?

- I am the only user in this account, so I have all admin right and permissions

- number in settings is correct

- I already spoke to my operator's technical service, who checked the international aggregator VOX for the day when some verification SMS messages were supposed to be sent from you and received information that they did not receive any SMS and that no SMS for my number was rejected

Hey everyone,

I’m an FBA seller and recently enrolled my product in the HAQM Vine program. I paid the $200 enrollment fee and supplied 30 units, expecting to get honest feedback and reviews from Vine testers.

But here’s the issue — only 4 reviews came in before HAQM slapped the listing with this message (see attached image):

“HAQM has noticed unusual reviewing activity on this product... We have limited verified purchase reviews.”

Wait... what? That’s the entire purpose of Vine — to have people review the product! So why is HAQM blocking reviews that I literally paid for and gave away units for?

This feels incredibly frustrating and like a complete waste of money and inventory.

Has anyone else run into this issue? Is there a fix or way to escalate it?

I would love to hear about your experience or any advice you have.

Hi everyone,

I've been selling on HAQM Canada for a while using a dropshipping model. I purchase products from Prime sellers on HAQM.com and ship them to a third-party warehouse in the U.S. The warehouse inspects, repackages the items with my seller information, and ships them to the customer. I’m fully responsible for order management and customer support.

Recently, my account was suspended due to concerns about the authenticity of some products. I wanted to share my experience in case it helps others going through something similar.

❗ Why Was My Account Suspended?

My account was deactivated under Section 3 of the HAQM Business Solutions Agreement due to concerns about inauthentic products. HAQM requested invoices and documentation for the supply chain of certain listings.

📦 My Dropshipping Model

I purchase items from Prime sellers on HAQM.com.

The products are shipped to a contracted third-party warehouse in the U.S.

The warehouse inspects and repackages items with my seller information and ships them to customers.

I strictly follow HAQM’s dropshipping policy – no third-party invoices or branding are used.

📄 Documents Submitted to HAQM

Warehouse Contracts:

I submitted contracts for all the warehouses I use. They only store, repackage, and ship products. Order fulfillment and customer support are entirely handled by me.

Future Inventory Invoices:

HAQM requested invoices for a product I had never sold before. Since I use dropshipping, I had no past invoices for it. During a call with Account Health Support, I was told that I could submit invoices for future inventory to prove the legitimacy of my supply chain. I purchased 10 units of the product and sent the invoice along with proof of delivery to my warehouse.

Invoices for Previously Sold Products:

I also provided invoices, shipping documents, package photos, and proof of delivery for three products I had previously sold.

Shipping Address Clarification:

There may have been a concern about the difference between my business and shipping addresses, so I included all warehouse agreements to clarify.

✅ Current Status and Hope

I have submitted all documents proving that my business practices are compliant with HAQM’s policies. My case is currently under review, and I’m hoping for reactivation soon.

💬 Looking for Input

Has anyone here experienced something similar?

What kind of documents did you submit?

How long did it take to hear back?

Were you able to get your account reinstated?

These situations take time and money to resolve, so I believe sharing our experiences can help a lot of sellers. Thanks in advance for any advice or support!

This is my third day with ZERO sales, which has never happened before!

I advertise daily with a small but consistent budget, and I feel like I'm just throwing money away.

I haven't been as present for long time in the HAQM Seller Central because I've been focused on creating several new pieces for my collections. Could that be affecting my sales?

Please, I really need help—any tips would be greatly appreciated!

Hello,

I sent 500 units of a product to HAQM FC and the inventory ledger confirmed receipt of them back in November 2024.

Over the past few months only 250 became available for sale, so I opened case (ID: 17599877181) and after a few back and forth, different representatives copied and pasted the same answer that "250 units have been received at downstream FC. Therefore, you are whole and do not require reimbursement."

Yes, 250 out of 500 units were received, but the issue here is the other 250 units that are still missing. Nonetheless all the representatives seem to focus on the 250 units that were received.

Please see the attached inventory ledger downloaded directly from HAQM. It is obvious that 500 units were received and went into transit in November, and only 250 units were back in transit in February.

I really appreciate if anyone of you can take a look at my case.

@Seller_RSwABJNHpHnEZ@Seller_OOVUXZLmb2UEH@Seller_WD80mtpYHjvBN@Seller_zukQNO61PzGck

case ID 17610875221

$81.14 taken with "others" and when contacted CS about it, just pushed it off as usual by saying its a "subscription charge" WE ALL KNOW THAT when 39.99 comes out it says subscription fee in transactions. For CS to say its this and $81.14 was taken is a joke. CAN SOMEONE HELP? This is insane and warrants a class action lawsuit over this. Too many people are getting nickel and dimed and this should not be scammed and have it chalked up to "the cost of doing business"

Why always these INDIAN CSR act like that? This is literally 4th time in a week they are behaving like this. What's wrong with them? I was connected to 2 guys and both did the same thing and didn't bother to respond. Is this how they are going to behave now? HAQM Should take strict action and get a better support for their live chat.

Hi! We are a server refurbishing company committed to promoting sustainability by encouraging customers to choose high-quality, professionally tested refurbished servers. Our mission is to contribute to a safer planet by extending the life of IT hardware and reducing e-waste.

As advised in previous communication with your support team, we waited the recommended five business days before reapplying for the program. However, upon submitting a new application, we encountered an error message indicating that the application is still under review—despite having received an initial response and the recommendation to reapply after the waiting period. The system advises contacting the support team responsible for the program by email. A message was sent, but no response has been received.

The letter sent by email included screenshots of the initial communication and the error message. It also included invoices, photos of a sample product as requested in the application, and a video presentation to introduce the company.

Could you please help?

Thank you!