Seller is made accountable for FBA mistakes
My account is flagged for defective product. 80% of the customer feedback is regarding getting empty package with no product inside. All the orders were full filled by Amazon so it is FBA mistake. When I filed an appeal I am asked to provide more details of customer communication and how I am planning to address this issue. Since the orders were full filled by Amazon why is seller held responsible? this should be addressed by Amazon.
Seller is made accountable for FBA mistakes
My account is flagged for defective product. 80% of the customer feedback is regarding getting empty package with no product inside. All the orders were full filled by Amazon so it is FBA mistake. When I filed an appeal I am asked to provide more details of customer communication and how I am planning to address this issue. Since the orders were full filled by Amazon why is seller held responsible? this should be addressed by Amazon.
17 replies
Seller_rI7BZIczK8iAC
YOU send your products to Amazon. Why should they open them and remove the product from the packaging? Do you have the supplier ship to Amazon? So it's his fault. Deactivate that listing immediately and do a research about what has happened with these units.
Seller_Qg1FueblHU9RR
Similar things happen to me.
They ship the wrong product to a customer, customer leaves a bad review, and Amazon refuses to remove the review because of some made up bs reason.
Working as intended I guess.
Seller_eFnatKaVuvtX6
This could be a case of customer returns being put back into inventory without a thorough inspection by Amazon employees. If you have a lightweight product and the customer reseals the packaging well, then Amazon may put it back on the shelf to sell to the next customer. Unfortunately, I have no recommendations on how to break this cycle.
Seller_sVPEGpaiEwREo
If the shipment was FBA and filled by amazon then amazon is responsible for removing the feedback as per thier policy.
claiming the package arrived but nothing inside is a common scam tactic of customers and amazon does not have autonomy from its own policy.
Seller_WxMKrmX1m17YJ
Your best bet is to remove the inventory, add a safety seal or something that FBA employees can clearly see that the package is opened.
In our case, we sent items with multiple variations in the same box, our items got retagged as only 1 variation, we got complaints and returns because people were getting the wrong item.
Nothing we can do except ask for a "BIN CHECK" and get our stuff back and inspect/retag properly, then ship in separate boxes to minimize the possibility of occurence.
I'm sorry that you're going through this, I can remember how frustrating it was when we were living it.
Unfortunately, there's no point arguing with amazon.
Seller_3aoUuabrN9j8L
could be a scam scheme by your competitor trying to get you knocked off amazon? if you random sample check your inventory you are sending to amazon and there are no issues with empty containers from the manufacturer, then it more than likely is a competitor scam...apart from that, amazon never takes responsibility for anything - it's ALWAYS your fault...facts of life in the world of amazon :(
Emet_Amazon
Hello @Seller_nC0TC94DUndMv,
Thank you for posting your concerns with your defective complaints received for FBA orders.
These situations can result in a few different situations such as this just being a warning regarding the situation, or it could be a situation were the listing and or account health have been impacted.
If your listing is still active, this would indicate a possibly warning, we will commonly require the completion of our questionnaire from the account health page as an acknowledgement of the situation.
If the account is at risk or the listing was removed, we will require much more information or the completion of a more through appeal.
Supporting documentation would need to include supporting information such as a Bin Check as mentioned by @Seller_WxMKrmX1m17YJ, these may have specific requirements to complete, we recommend creating a case with our seller support teams regarding the request, if this action has been taken already, please provide your related case ID.
Regarding other documents we may request, this could include invoices, and or a bill of lading to confirm what exactly was shipped to the fulfillment center to confirm your inventory.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_1oT4ZOwrSByEE
Dunno 3 empty bottles, i think that is your fault
but i could be wrong
Seller_yYmMTCwJZOpvV
Lots of variables but i would suspend that listing and find out the issues you have to idiot proof your shipments to amazon. I know it sucks but that's how we do it now when we were getting defects we mostly ship everything from our store now days since we have a decent size warehouse in the back of the store.
Seller_BeWo5Xt3t43rn
AMAZON already removes all negative feedback you receive from your FBA listings from your feedback percentage and strikes thru it so your feedback is not reflective of your product as received by your buyers so you did not get a heads up that something was wrong as soon as if you were doing FBM!
There are three possibilities for the defective product problem's root cause:
1. your supplier is shipping defective product
2. your scamming customers are returning empties and
3 AMAZON is putting back in stock the scammers empties which it then ships out again!
I would have all returns shipped back to you for this listing!
I would consider haviing all stock removed and adding tamperproof seals to make returning empties by scammers obvious perhaps discouraging this scam but also making the return obviously not restockable.
Investigate your suppliers QC practices as empty bottles are not the NORMAL way scammers operate!
