Buyer Support Instantly Approves A-Z Claims Regardless of Details
FBM: Why does Amazon Buyer Support repeatedly, occasionally, take my money with instantly approved A-Z claims? I have a prepaid return label exemption (value > $100) on a sku listed as Used - Like New with a Condition note saying it has an Ugly Box. Buyer complains about the Ugly Box, no complaints about the product, then complains about the cost to return it. (it's large) Buyer Support instantly approves the A-Z claim as a returnless refund without my consent. I do NOT use customer service by Amazon. I'm getting really sick of Amazon's ignorance to society's misdeeds and selfishness. I need executive level seller support, please, to tell me why this is happening, and how we can prevent this going forward. I get angry when you make me beg for my money back. We also have buyer support increasing my inventory without my consent, which would have forced me to cancel the order if I didn't have one held back I was planning to gift to my wife for Christmas.
Buyer Support Instantly Approves A-Z Claims Regardless of Details
FBM: Why does Amazon Buyer Support repeatedly, occasionally, take my money with instantly approved A-Z claims? I have a prepaid return label exemption (value > $100) on a sku listed as Used - Like New with a Condition note saying it has an Ugly Box. Buyer complains about the Ugly Box, no complaints about the product, then complains about the cost to return it. (it's large) Buyer Support instantly approves the A-Z claim as a returnless refund without my consent. I do NOT use customer service by Amazon. I'm getting really sick of Amazon's ignorance to society's misdeeds and selfishness. I need executive level seller support, please, to tell me why this is happening, and how we can prevent this going forward. I get angry when you make me beg for my money back. We also have buyer support increasing my inventory without my consent, which would have forced me to cancel the order if I didn't have one held back I was planning to gift to my wife for Christmas.
25 replies
Seller_vO1fjNgXR8iO0
Amazon also does not use all of its grand technology to screen for false claims. Case in point: we shipped an item within 24 hours of receiving the order, the package arrived before the earliest delivery date set by Amazon, yet when the buyer requested a return because it "arrived late," Amazon approved it. They've even refunded the money and we've still not received the return.
Seller_J46Ruz3VzvWCV
Used - Like New:
An item in perfect working condition. Original protective wrapping may be missing, but the original packaging is intact and in good condition with minor damage possible. Instructions are included.
1. So it's not "Like New."
2. Likely because you didn't offer them a return label for an item you listed in the wrong condition.
Note: you are required to at least meet Amazon's Return Policy. Do you?
3. Did you ship in time according to Amazon's guidelines?
4. Did you use Amazon Buy shipping?
Seller_QUHBT56JbjiXR
I see there are some conditions for Amazon to instantly approve A-Z claims, shown here https://sellercentral.amazon.com/help/hub/reference/G27951#concept_n5m_mlq_ywb__section_y5m_mlq_ywb
But none of those apply here. So why did they grant the refund?
Seller_1oT4ZOwrSByEE
The more of your money they give away the more buyers come back and buy MORE THINGS
they literally said this to us in writing, keep track of everything, document all the times amazon ripped you off, so when its time for you to talk to the FTC you can get more money back.
Seller_wnc1pjYEF5ZqF
An ugly box can have "minor" damage. Pretty subjective.
Seller_QUHBT56JbjiXR
@Tiff_Amazon@Danika_Amazonplease help. Considering this and other recent experiences, it seems like the buyer support people have 10-20 year old outdated notes on the nuances of American English, and now they have to take buyers at their word - whatever they say must be true.
Why do I think this? Before Christmas a random customer messages me out of the blue with no association with any order, asking about a hot product I'm sold out of. I told her I'm sold out, then she goes to Buyer Support and somehow gets them to increase my inventory count by one! Some other customer bought it, and this would have forced me to take a cancellation but I had one held back I had planned on gifting to my wife. Guess what! My wife didn't get that present because I didn't want to endanger my account health! This was a fancy hair dryer: the kind that make women very happy! By the way, I had been sold out of this ASIN for weeks, so it's not like some stuck-in-Pending-for-a-week order caused the havoc. Why does Buyer Support have any write permission to my data? Let me ask that again for those in the back: WHY DOES BUYER SUPPORT HAVE ANY WRITE PERMISSION ON MY DATA?
And for a cherry on top, as I'm writing this, I get another A-Z claim on a plane sander I sold as Used - Like New where the customer returned it to me full of sawdust and with deep scratches. "Customer comments: The customer returned the product because it arrived in poor condition but the seller refuses to make a full refund of the order and now the customer is without the order and without the money." The pictures I provided don't lie - so what can we do about this growing problem of dishonesty among your buyers?
Sellers need to be able to ban/block people like Ebay lets us do. In fact I have a "frequent returns" dropshipper, Urban Inspirations, who just ordered a $400 product to the border of Canada in Montana, and I do not wish to ship it. But if I cancel, my cancel rate will be around 2.1%. I think the FTC needs to hear about this and many other problems, unless Tiff and Danika can help?
Seller_QUHBT56JbjiXR
Here's another example. Customer bought a $300+ breast pump from me. (this category is non-returnable) Weeks later she claims the product is damaged. I asked for pictures and she shows the small LCD screen cover is popped up/off, but she's hiding the left side of this area where the screen is still attached in all her pictures. When I ask about it, she says, "I didn’t touch it after I lifted the foam and saw it was broken I took pictures and closed the box." In other words, she refuses to show any more detail or dig any further into the packaging, (or show that left side) Now she refuses to talk to me any further and repeatedly calls Buyer Support. This morning she filed an A-Z claim. I've asked her for her street address for the return label since Amazon has now hidden that data and I can only see the city, state, zip.
I think she likely popped that screen up on purpose with a small screwdriver in order to force a return. It seems like she is getting coaching from one of these groups that teaches people how to haggle you guys for free stuff.
Seller_l6g6wwjm4YXxq
I had a similar situation. Seller Support even said it doesn't care about the sellers, that in 90% of the cases they side with the buyer without even asking the seller for his side/evidence, the buyer is committing fraud. It would be amazing to see all the sellers that have been defrauded by buyers, fraud that at this point is facilitated by AMAZON, to form a class action law suit. We would be talking in the BILLIONS of dollars in damages aginst Amazon. Then maybe they would do something
Seller_T04e1Xn1Myjhp
Same problem here ! I have valid tracking, shipped on time. Buyer says they did not get item Amazon automatically approves A to Z refunds buyer, then package shows delivered and I do appeals and AMAZUN REFUSES TO GRANT APPEALS.... Amazon does not honor their own BUY SHIPPING POLICIES!
Seller_72OsZdYr1MiCV
The A-Z claim process is in no way fair to the seller; in fact I believe it encourages shady dealers to take advantage of the flawed systems that are left wide open by Amazon for them to exploit. If anything happened other than Amazon granting a customer everything they ask for and more, I would probably die of a heart attack! We are seriously frustrated with our Amazon experience; especially as of late. Trying to get answers or solutions that make real sense in a real fiduciary society is NOT gonna happen. Instead, you are passed from one person to another until someone "accidentally" hangs up on you. Amazon does NOT support their sellers; it is all about them cashing in on as much as they can.
