Buyer changed the book and I lost A to Z claim
Dear mods,
The brand new book I sent was returned to me having been deliberately changed by the buyer. That's why I charged the restocking fee. I cut off the price tags of all the books I send, always. And I never sell used books returned from Amazon FBA warehouse and I do not use Amazon barcode labels because of I am selling only via FBM. The book sent back to me had a price tag, some pages were cut and torn, and there was an Amazon used barcode label on the back of the book. In short, the buyer replaced the books and returned his used book to me, not the original brand new book I sent him. After I charged him the restocking fee, he filed a to z claim by complaining to Amazon. And I lost a to z claim. I'm about to lose my faith and hope in Amazon. What do you think I should do? What do you, as other sellers, do in such situations? I've been selling on Amazon for 5 years, and for some reason I've been encountering these types of situations more and more lately. Customers buy the products, exchange them and get a 100% refund. In return, they even write bad comments to you. I'm afraid that these unfair, biased decisions of Amazon will negatively affect my future of selling on Amazon. I need support from mods and management, it's very urgent. About this issue I applied to Amazon before even with the photos. Who will we trust?
Order ID: # 114-2855463-7741010
Buyer changed the book and I lost A to Z claim
Dear mods,
The brand new book I sent was returned to me having been deliberately changed by the buyer. That's why I charged the restocking fee. I cut off the price tags of all the books I send, always. And I never sell used books returned from Amazon FBA warehouse and I do not use Amazon barcode labels because of I am selling only via FBM. The book sent back to me had a price tag, some pages were cut and torn, and there was an Amazon used barcode label on the back of the book. In short, the buyer replaced the books and returned his used book to me, not the original brand new book I sent him. After I charged him the restocking fee, he filed a to z claim by complaining to Amazon. And I lost a to z claim. I'm about to lose my faith and hope in Amazon. What do you think I should do? What do you, as other sellers, do in such situations? I've been selling on Amazon for 5 years, and for some reason I've been encountering these types of situations more and more lately. Customers buy the products, exchange them and get a 100% refund. In return, they even write bad comments to you. I'm afraid that these unfair, biased decisions of Amazon will negatively affect my future of selling on Amazon. I need support from mods and management, it's very urgent. About this issue I applied to Amazon before even with the photos. Who will we trust?
Order ID: # 114-2855463-7741010
0 replies
Seller_Hi7wbO2Kbo6bl
Price tags? Books do not have tags.
I assume you mean you clip the flap of the jacket with publisher's price? Or worse -- cut off part of the cover of a paperback?
You are creating a flaw when you do that -- "price clipped" is the description you would apply to the jacket you have defaced. The flaw is not considered major with price clipped jacket, but would certainly be major in a paperback.
Seller_UvVi82TwxmS76
It would be nice if at least one of the mods responded with a solution maybe?
SEAmod
@Seller_UvVi82TwxmS76
I understand you are making every effort to deliver for buyers who choose to purchase one of your books through a listing on Amazon. I don't have a solution for you, because I do not control the decisions made by the A-to-z Claims team. Unfortunately, there are Amazon customers who will do these types of switcheroos. It is unfortunate. As a seller, you can build the cost of these unfair returns into your business model. I understand that you lost the claim, and I am sorry.
Susan
