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Dear HAQM Team and Fellow Sellers,

This case clearly demonstrates how A-to-Z claims in HAQM Canada are being mishandled due to irresponsible actions by customer service.

In this instance, my customer openly admitted that the A-to-Z claim was made by mistake, that they were not home when the product was delivered, and that their neighbor accepted the package. The customer even requested to return the funds that HAQM had unfairly refunded through the A-to-Z claim.

Despite this:

👉 I have submitted multiple appeals to HAQM,

👉 Provided clear proof through our messages with the customer,

👉 And the customer themselves confirmed that the A-to-Z claim was unjustified —

HAQM’s A-to-Z department still refuses to reverse the refund and, even worse, is allowing this issue to negatively impact my Order Defect Rate (ODR).

I must ask:

Is HAQM’s A-to-Z policy truly designed to protect customers, or has it become a tool for A-to-Z agents to unfairly penalize sellers — particularly in HAQM Canada?

I do not face this issue in my other marketplaces — it seems to be a systematic problem unique to HAQM Canada.

My request is simple:

✅ That this A-to-Z decision be reviewed again,

✅ That the funds refunded to the customer (who has already agreed to return them) be recovered and returned to me,

✅ That HAQM investigate the conduct of the HAQM Canada A-to-Z department in this case.

Supporting screenshots and messages are attached — the customer’s consent and admission are clearly documented.

I urge HAQM to put an end to this unfair treatment.

Sincerely.

Erol Can

Founder

WorldWideBuys LLC

Dear HAQM Forum Moderators,

We were recently regated for a brand that we were previously approved to sell. After placing a wholesale backorder months ago and finally receiving the inventory, we were blocked from listing the products again and had to reapply for approval.

We submitted a standard wholesale invoice from a U.S.-based distributor who HAQM has a long history of accepting documents from for selling applications and account health issues, showing the purchase of well over 300 units. The invoice includes full product names and UPCs, our company’s billing and shipping address, and was backed by photos of the actual products in hand with original retail packaging and UPCs clearly visible. We also submitted a confirmation from the distributor verifying that the invoice was real and issued by them.

Despite this, HAQM rejected the invoice with the following wording:

“The document you provided is not acceptable. We do not accept retail receipts, retailer order confirmations, packing slips, lists of catalog items, sales orders, pro forma invoices, or system-generated invoices for approval.”

This is factually incorrect. We did not submit a retail receipt or any of the other disallowed document types mentioned above.

We’ve been selling on HAQM for over 5 years and generate more than $4 million in revenue on a rolling 12-month basis. We take compliance seriously and submitted a real, verifiable invoice from a legitimate U.S. distributor. Yet there appears to have been no attempt to verify the invoice, both by simply reviewing it or contacting the distributor, and the rejection appears to be based on a misclassification.

The relevant Case ID is 17861046451, and we are seeking escalation or review by someone who can assess the actual documents submitted.

If anyone here has encountered a similar issue or found a path forward, your insight would be appreciated.

Thank you for your help!

Hi HAQM moderators and sellers

I hope you all are well .

Case id 17863476451

Issue brief: I needed clarification on HAQM’s expiration policy for my product,case id 17863476451 , which has an 18-month shelf life/expiry. During shipment creation, HAQM showed a requirement of 105 days minimum expiration, which led to confusion about how long the product would remain sellable once received (before being returned or disposed off).

After contacting Seller Support, I was informed that HAQM considers items unsellable 90 days before their expiration date. This means I have 14 months of sellable time if the product arrives with 17 months remaining (confirmed by chat with HAQM in above case id).

I want to reconfirm this that I will have 14 months of sellable time, Please help.

Thanks

@Seller_F4AbbFj6ovBk3 @Seller_OOVUXZLmb2UEH please.

My top seller asin is classified as adult item. I've opened two cases and still has not been resolved for 5 days. I've lost lots of sales and impact my business very badly. This is the second time that i've experienced the same issue with the same asin. The first issue was resolved quickly but this time has not been resolved yet and seller support said they are working with other HAQM teams and they are not helpfull. Has anyone experienced same issue and any suggestions to resolve it? This is one of the best selling item on beach towel catagory. The item is not related to adult item. This is just beach towel with bagged. I need your urgent and kindly assistance.

Case ID: 17863446991

First, the battery capacity must be sufficient, for example, a battery around 10,000 mAh can meet the user's long battery life requirements. Second, it is convenient to install. The lamp needs to have a stand, hooks, and magnetic function to meet the diverse space placement needs. Third, it should have an alert function, because camping activities are outdoors, this function can help users send out safety signals in critical moments. Fourth, it should have solar charging function. For outdoor campers, the off-grid charging capability is indeed very attractive.

Dear HAQM,

I hope you are doing well,

My Seller Account has been deactivated for Utility bill Verification, even i have submitted so many times but still my account is deactivated, every time they said the information is not enough at this time to remove the violation if they need any other documents they can ask me, but they reply same always, i have submitted the internet bill which is with my legal entity Name & Address but still Deactivated, any one is here to help me for this issue, Very appreciated.

Thanks & Best Regards,

Rehan Majeed

Item shipped to buyer via FEDEX.

It is in good condition with all signatures, etc.

The buyer inquired about how to use the item.

A few days later, we were informed that it was a fake.

Our company has been selling about 1,000 units per year on HAQM since 2012, but we have never sold a fake product.

We have never sold a fake product.

I told them that if they were so insistent, they should return the product.

A few days later an AZ claim occurred and the buyer claimed to HAQM that the package was not delivered.

This is clearly fraud at this point.

We gave HAQM the photos, shipping history and signatures as evidence.

However, we have just received a notice that it is our fault and we will receive a full refund.

I contend that this is a decision that will confuse many sellers.

Please advise me ASAP.

113-7166339-3165069

I had an order on Sunday May 25th. My SSA is set for USPS Ground, yet the ship by date was still Monday May 26th aka Memorial Day. So no matter what the order was going to be "late" since it was impossible to have it scanned on Memorial Day. It was sent/scanned on Tuesday, the earliest it could have been. The order was delivered on June 2nd (still inside the delivery window). Customer claims they did not receive the package and of course was auto refunded. My initial SAFE-T claim and appeal have both been rejected for the same reasoning.

"Reason: You did not use the claim-protected Buy Shipping Services to ship the item. Reimbursements can only be granted when Buy Shipping Service is used to ship a self-fulfilled order."

Before I forget, yes I use HAQM Buy Shipping. So even if I had chose a faster service, it still wouldn't have been scanned by the ship by date resulting in no protections (correct?).

My shipping metrics are flawless the last 14-30 days, 100% OTDR, 100% valid tracking rate, 0% late shipment, and 0% cancel rate.

Having an actual person read what I type would be much help rather than the generic/auto response I've been getting on SAFE-T messages. Thanks.

My listing was suddenly removed and said that my product violated product and food safety. I don't know what went wrong. we read the related policy carefully and we believe that our product don't have that risk. Contact customer service and send the battery testing report.

But I received a reply from customer service “it is prohibited from sale and listing on HAQM. At this time, we will not be reviewing any documents for this product.”

Why is this? Please tell me.