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Seller_dnxnrsZIeTNo3
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Seller_dnxnrsZIeTNo3
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Hey sellers!

Dealing with damaged items can be tricky, and with Prime Day coming, we're sharing these damage prevention strategies to help you reduce costs, maintain positive customer feedback, and protect your seller metrics. Properly handling damaged items is crucial for maintaining your account health and building customer trust, check out the tips below!

📦 Prevention First

  • Use appropriate packaging materials
  • Add fragile warnings when needed
  • Consider double-boxing valuable items
  • Document item condition before shipping

📸 Documentation is Key

  • Take clear photos before shipping
  • Save packaging photos
  • Record serial numbers
  • Keep shipping records organized

⚡ When Damage Happens

  • Respond within 24 hours
  • Review photos from customer
  • Check tracking for delivery issues
  • Document everything in your records

Share Your Experience:

What packaging solution made the biggest difference?

How do you handle customer conversations about damage?

Any creative prevention strategies?

Drop your best tip below! 👇

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Seller_iFgzedbNFtda3
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Just want some help from the mods on getting clarification after the new FBA inventory reimbursement policy took effect. I have tried to comment on a previous thread regarding this issue, but the 4 week old thread is locked and no comments are permitted.

According to HAQM Policy, it seems that switcheroo FBA order return reimbursements should still be based on the amount of the customer refund, minus fees and not the sourcing cost of product.

HAQM announcement says: "For items that are lost or damaged after a customer order in HAQM’s store, we’ll continue to reimburse you for the sales price on the original order minus applicable fees".

Furthermore, the amazon reimbursement policy link also states:

"Post-order lost or damaged events (customer return claims): If we elect to reimburse you for a customer return claim, the value of the reimbursement is based on the refund or replacement given to the customer on your FBA order. If HAQM refunded or replaced an item on your FBA order, we calculate the reimbursement value as the refund amount or the price of the replacement item on the original order minus applicable fees."

We have had about 10 switcheroo cases since April 1st when the new policy went into effect and they have all be reimbursed for the sourcing cost of our items, not for the refund amount minus fees.

It would be great if a mod could help clarify this policy. It does seem like many sellers have the same question based on multiple forum posts, but there are no answers on any of them.

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Seller_k8Oym0TGnffE5
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Case 17892303351

I prepared a list of reviews with references to HAQM Guidelines for each review and what they violate.

Support continues response that everything is ok, and multiple mentions of competitors' brands are OK the same as not verified reviews for product that i'm sellin only on HAQM

The following clearly shows that it's not allowed.

"Ads, conflicts of interest, promotional content

We don’t allow content if its main purpose is to promote a company, website, author, or special offer. We also don’t allow people to create, edit, or post content about their own products or services. The same goes for products and services offered by

Friends

Relatives

Employers

Business associates

Competitors

We don't allow reviews written as a form of promotion. We remove reviews posted by someone with a financial interest in the product, or any other conflict of interest."

Many reviews with promotion of competitors' brands were removed before, and HAQM agreed that it was a violation, but today they decided that it is not for a similar case. It can't work, if you agreed that it's a violation before you can say today that it is not, as you are using the same HAQM Guidelines.

I kindly ask to escalate that issue @Seller_PIHyltK09pbl3

@Seller_7e4TizkSOVtBf

@Seller_l7Jtck9jxnEA0

@Seller_ovM5p622oIbGp

@Seller_sBlkYqzoth2k3

@Seller_Udi0JNbTrsmUV

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Seller_zGoDlPZLneGhF
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Recently I have been noticing a very large uptick in return abuse (and fraud) here on HAQM. Below you'll see a crystal clear example of return abuse from a buyer who decided to use my item for 3 weeks before opening what is the epitome of return abuse.

This "buyer" (renter) has derived significant value from my item and now wants to offload it back to me to conclude their free rental period. I am now stuck with: outbound shipping costs, return shipping costs, and finally an HAQM return fee charge. None of which I will be able to recoup as this unit does not qualify for refund at first scan ($300+ item). Therefore, no Safe-T claim option will be available to me.

This also does not take into consideration that a brand new camera has now been opened and used. Even if returned in pristine condition (this certainly will not be the case) the manufacturer seals have been broken on the product box and this cannot be considered a new item anymore.

When is HAQM going to put an end to this free rental madness that plagues the platform? Sure I can charge a restocking fee, but in doing so I'll open my business up to potential negative feedback, chargebacks, and A-Z Claims (retaliation from the renter) that could impact my business heavily. So instead I will be forced to take a huge loss because of a buyer thinking my business is their personal free rental service.

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Seller_TvL4J2Cad17Nr
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Maybe someone from @amazon can chime in or help here. I have been selling since 2011 and always win A-Z if shipped with HAQM Buy shipping and delivered. Now this claim was Opened and closed all within minutes and appeal denied minutes after i sent it in.

PLEASE NOTE THIS BUYER USES A FREIGHT FORWARDING COMPANY

Order ID: # 112-9559517-8399426

Ship by: Tue, May 27, 2025 PDT

Deliver by: Tue, Jun 3, 2025 PDT

Purchase date: Sat, May 24, 2025, 6:29 AM PDT

Shipping service: Standard

Fulfillment: Seller

Sales channel: HAQM.com

Shipping label purchase

Claims Protected

OTDR Protected

Tue, May 27, 2025, 9:21 PM PDT Queens Ny Distribution Center US Package arrived at a carrier facility.

Tue, May 27, 2025, 8:06 PM PDT Oakland Gardens NY US Package arrived at a carrier facility.

Tue, May 27, 2025, 2:03 PM PDT Carrier received the package.

Mon, May 26, 2025, 11:12 AM PDT Package left the shipper facility

Any insight greatly appreciated.

@Seller_l3eCP9f1PtJXC

@Seller_YeWcEeTwlVO93

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Seller_zGoDlPZLneGhF
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Empty Box Return and More Abusive Behavior
by Seller_zGoDlPZLneGhF
HAQM replied

Order History:

- 36 days ago a buyer opened a return. Prepaid return label is auto-authorized.

- Weeks later the same buyer opens a chargeback against us without returning the item.

- The chargeback is denied.

- Today I receive the return back, the buyer returned an empty box.

- 100% restocking fee was assessed.

I am making this post to further record this buyer abuse and to document any future retaliation or claims the buyer makes that may harm my reputation or business. I would appreciate a moderator's help in further escalating this as I have already reported the abuse through the "report abuse" page.

Order ID: 112-1972155-3227406

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Seller_XxWTBiX4w0Hec
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An interesting buyer!
by Seller_XxWTBiX4w0Hec
HAQM replied

An interesting buyer! He is actually dissatisfied with every product he purchases, but he still insists on buying it. Do you think his behavior is strange? Can't HAQM's top algorithms detect him?

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Seller_n563jG9LzmCkn
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FEEDBACK REMOVAL for a wrong item return
by Seller_n563jG9LzmCkn
HAQM replied

Order 114-6324842-3026637 Customer returned an item we do not sell so we did not refund customer. Customer left negative feedback and I keep getting the same response that the feedback cant be removed. Why are we responsible for a wrong item return. Please advise.

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Seller_urR60J2ied1FW
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Issues with the Vine Plan Activity
by Seller_urR60J2ied1FW
HAQM replied

I opened the Vine Plan activity for the first time with a $75 limit, but after the claims were full, I upgraded to a $200 limit. However, it immediately stopped and the claim quantity was still 10, so a fee of $200 would still be charged. I think this is not reasonable and cannot be continued.

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Seller_ot7KI5P0z8v53
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HAQM is stealing our money, Total $1,729.00
by Seller_ot7KI5P0z8v53

We received A to Z claim due to package not received.

Customer withdraw the claim after we send him tracking link and signature paperwork.

HAQM send us message that the refund will apply to our account in 72 hours.

But its been 5 weeks, we still have not received any payment back.

Please help

@Seller_pAPBCLhysbW5T

@Seller_dnxnrsZIeTNo3

@Seller_nS0jcFQNDLG3e

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Seller_ASs95cRnYoRGu
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Fellow sellers, I need to share an outrageous situation involving HAQM's A to Z team and demand accountability. Here’s what happened:

A customer placed a single order containing two ASINs with quantities and values as follows:

ASIN 1: $572.34 6pcs

ASIN 2: $402.78 2pcs ,

Total ordervalue:$975.12

The customer filed TWO separate A-to-Z claims for the same order (one for each ASIN), even though they only returned ONE ITEM PER ASIN. Shockingly, HAQM’s A-to-Z team approved a full refund of $1,377.90,$402.78 MORE than the total order value!

This means:

The customer was refunded twice for the same order.

They effectively profited $402.78 while failing to return all items.

HAQM stole money from our account to facilitate this absurdity.We opened multiple cases with Seller Support, who acknowledged the error but claimed they "lack authority" to resolve it. The case was escalated to an "internal team," but we’ve received ZERO updates or solutions.

This is unacceptable.

Who authorized HAQM to refund beyond the order’s total value?

Why are sellers forced to bear losses for HAQM’s systemic failures?

How is this double-dipping refund policy even legal?We demand:

Immediate reversal of the unauthorized $402.78 deduction.

Transparency into A-to-Z claim policies to prevent recurring exploitation.

A functional appeals process for sellers impacted by erroneous refunds.Have you faced similar issues? Share your experience below. Let’s unite to hold HAQM accountable for its reckless A-to-Z practices and protect our hard-earned revenue!

If anyone has successfully resolved such cases, PLEASE advise. We’re losing faith in HAQM’s seller "support" system.

Case ID 17731080531

@Seller_khUF6HPR2AHxu@Seller_QYS7Alex1XIw4

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