How to stop false buyers with false defective item requests
Hello all,
We’ve been having a few issues with our Amazon selling recently. We’ve noticed in the past 5 days, we’ve had 5 item return requests for the exact same product (a small worktop sample that shows the colour of a worktop prior to purchase).
The buyer comments on the return requests are completely unrelated to the product such as “Chemicals smell”, “This product has hurt my child, this is a very dangerous product” and stopped working after a week or so. Clearly these are false comments as they are completely unrelated to the products. We have looked at the buyers information and noticed that the addresses are not formatted like UK addresses, e.g they could be for example 18 Chatsworth Road, but then in the second line of the address APPT #8920, as well as the phone numbers entered being nothing like UK phone numbers.
So far we have had 5 of these, but going back through our orders, have noticed at least 4 more with the same style false addresses and phone numbers. We have spoken to Amazon’s seller support team and we are struggling to get them to understand the situation.
Is there a way we can prevent these from coming through/happening, or somehow report the buyer as a fake account as soon as the order comes through and we’ve noticed it’s fake?
We had been advised to authorise the returns, but then amazon removed the listing due to the high defect rate, obviously we can deny the return but will this effect our account standing?
Also does anyone have a direct contact number for a U.K based amazon call centre as the language barrier and the support teams unfamiliarity with UK address and phone number formatting is proving a bit difficult to explain the situation.
Has anyone else experienced similar and if so how did you stop it?
How to stop false buyers with false defective item requests
Hello all,
We’ve been having a few issues with our Amazon selling recently. We’ve noticed in the past 5 days, we’ve had 5 item return requests for the exact same product (a small worktop sample that shows the colour of a worktop prior to purchase).
The buyer comments on the return requests are completely unrelated to the product such as “Chemicals smell”, “This product has hurt my child, this is a very dangerous product” and stopped working after a week or so. Clearly these are false comments as they are completely unrelated to the products. We have looked at the buyers information and noticed that the addresses are not formatted like UK addresses, e.g they could be for example 18 Chatsworth Road, but then in the second line of the address APPT #8920, as well as the phone numbers entered being nothing like UK phone numbers.
So far we have had 5 of these, but going back through our orders, have noticed at least 4 more with the same style false addresses and phone numbers. We have spoken to Amazon’s seller support team and we are struggling to get them to understand the situation.
Is there a way we can prevent these from coming through/happening, or somehow report the buyer as a fake account as soon as the order comes through and we’ve noticed it’s fake?
We had been advised to authorise the returns, but then amazon removed the listing due to the high defect rate, obviously we can deny the return but will this effect our account standing?
Also does anyone have a direct contact number for a U.K based amazon call centre as the language barrier and the support teams unfamiliarity with UK address and phone number formatting is proving a bit difficult to explain the situation.
Has anyone else experienced similar and if so how did you stop it?
3 replies
Seller_BuqBvnQW4Pp6T
It seems likely you are being targeted by a competitor trying to run you off. If the address’ provided are fake/inaccurate, where are the orders ending up? Have they been delivered or returned to you? Obviously a claim of non delivery cannot be made if they are also following up with claims about the products state. I would suggest if you notice one of these orders you mark as dispatched and then immediately refund. Try contacting seller support again but be more short/specific about the angle- claim that a competitor is deliberately placing false orders with you to fake address’ and contact information with the intention of leaving negative feedback/reviews, and list the order ID’s of all the orders it applies to. Provide a bullet point list of how the feedback left is inaccurate or impossible to relate to your product.
Seller_EJIX7rqDNQJi2
Having your competitors place orders from your store and then request returns while mentioning serious complaints in the comments is very common. They are obviously trying to trigger a suspension for a safety complaint or “used sold as new” accusation. Unfortunately, Amazon won’t do anything to help you.
Closed FBA listings for high defect rate can be reactivated by following all the steps in the performance notification. It should take no more than a few seconds to have them relisted.
If the removed listings were FBM, then you will need to submit a Plan of Action to be able to sell them again. What does the removal notification say? Amazon won’t block you from a FBM listing for having a high returns rate. It sounds like you received a safety complaint.
