Everything that is wrong with A-Z claims system!
so last week, buyer orders personalised canvas, supplies a poor quality image and then complains the finish item that she has received is blurry!
Wont accept the fact they supplied poor quality image.
We print whatever images are supplied, the onus has to be on the buyer to supply the quality of image they want. (we get dozens every day that are low/poor quality) and never a moan.
They contact customer services who simply forward the contact!
buyer keeps telling us the photos were taken by professional photography etc etc so why has the item they have received is blurry?
fast forward to today and BAM! A-Z granted to ‘item has not arrived’ claim made by said buyer…
have appealed but can almost guarantee it being upheld and still granted resulting in us having to take yet another buyer to court to recover our money after a false claim!
This sums up everything that is wrong with the A-Z system!
Everything that is wrong with A-Z claims system!
so last week, buyer orders personalised canvas, supplies a poor quality image and then complains the finish item that she has received is blurry!
Wont accept the fact they supplied poor quality image.
We print whatever images are supplied, the onus has to be on the buyer to supply the quality of image they want. (we get dozens every day that are low/poor quality) and never a moan.
They contact customer services who simply forward the contact!
buyer keeps telling us the photos were taken by professional photography etc etc so why has the item they have received is blurry?
fast forward to today and BAM! A-Z granted to ‘item has not arrived’ claim made by said buyer…
have appealed but can almost guarantee it being upheld and still granted resulting in us having to take yet another buyer to court to recover our money after a false claim!
This sums up everything that is wrong with the A-Z system!
75 replies
Seller_zDUw7ekrB6OEy
We had a similar incident where a customer claimed the iten was faulty, we asked them to return it. They opened A-Z claiming INR which was granted. We appealed stating how can the customer message us saying the item was faulty if they hadn’t received it. The decision was reversed. Sometimes common sense does prevail, even with Amazon.
Seller_xUKHc5xSYJmI4
There is lots of shocking stories on the forum and I have to admit its getting worse daily. It appears the support staff do not care about their sellers. People who got Amazon where they are today and now slowly they are being push out by targets which unfairly penalise the seller.
Seller_SITNVuZK87zGK
Always have a good recent one when A-Z threads come up. Latest.
- Customer ordered a chain - wasn’t thick enough and opened a Return Request on 18 Nov
- Tracking shows customer posted return at Post Office on 22 Nov
- Customer opens A2Z via Customer support on 23 Nov claiming “As the item is not as expected and cx have already returned the item. Please process full refund for the cx asap.”
- Best bit is it was Amazon Funded already! But how can I have an A2Z defect on my account for a return request I haven’t even been able to process yet?
Seller_gGjqGcIRP2hcT
Before the buyer filed the Claim, you can give she/he a domestic return address, and pay for the return postage for the buyer. The buyer will have no chance to file the claim. Argument doesn’t work!
Seller_gGjqGcIRP2hcT
I have the same sufferings, the buyer said poor quality and said the size doesn’t fit them. I will give the buyer return address and pay for postage for buyers, or send a new parcel to the buyer. Mostly the profit is used for giving the refund. Meanwhile, the international shipping expense raised several time this month. I have got to adjust the selling price. I send the parcels from China. Some listings I edited have 4-5 stars reviews, but unluckily, they were matched by other Chinese sellers ( Amazon allows this, even though we spent much on advertisement). I don’t know how long I can manage this Amazon shop.
Seller_xUKHc5xSYJmI4
The question I would like to ask is it normal to call us selling partners with all the horror stories you read on the forum? We hear a lot about sellers being ripped off tend not to hear anything about buyers being blocked.
Seller_XrsxyuONn8r2w
UPDATE:
so we have now received an email from Tess in Amazon telling us straight to not contact the buyer again as they have complained and the A-Z has been granted.
If we contact the buyer further Amazon will take internal actions against us!
Sorry but this both disgraceful and disturbing! I think our days on here are numbers!
Seller_gXhWKJ06yF3yd
simple really. A-Z is not fit for purpose and hasn’t been for years, just getting easier for scammers and amazon don’t give a hoot about it either. touchwood, lots and lots of it, i have not had one for years. That said, the whole system on amazon isn’t fit for purpose TBH. the fact they employ next to no staff with brains doesn’t help either.
Seller_KM2No8jybV32S
Just to highlight, I’m pretty sure the Amazon terms of service explicitly prohibit the seller taking the buyer to court. Welcome to the online North Korea.
Seller_MKi6wqe68YZuu
At a tangent, did you warn the client the image was low res and that the finished product would be blurry?
That’s the difference between good customer service and indifference.
Call me old fashioned but if people give me their hard earned they deserve more than indifference and some of us expect the same as buyers.
