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.

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

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.

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

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