"We have your back" possibly the worst A-Z decision of all time!
A customer sent me a message saying that the order had not arrived, I checked with the delivery company and they said that the package was being returned due to a Customs issue (they tried to collect a payment from the customer but received no response, even though IOSS and order number had been provided) I responded within the hour offering to resend or refund. Customer made no response so I resent the order and add extra as a way of apology for the mistake by Customs. I provided an estimated delivery time as well and new tracking. On the day of delivery 1 hour before the delivery the customer received a message from the delivery company containing a PIN which they need to complete the delivery. Also 1 hour before the delivery the customer took out a claim and got a refund. The delivery was then completed as well. I tried communicating with the customer but they do not respond to any messages either via Amazon messages or phone and they do not answer the phone either.
I then went to appeal the decision to grant the claim, when I did this I was informed by Amazon that they could see from the tracking that the customer had received the order and that they had my back and that I could skip the appeal and they would communicate with the buyer. I didn’t skip the appeal because frankly I have zero faith in Amazon. I provided full detail of everything including the tracking, my messages to the buyer, the email which is sent by the delivery company which is also sent to the customer via SMS and the fact that the claim was made as soon as the buyer got confirmation that the delivery would be made within the next hour. Then this morning I got the message from Amazon saying that the appeal was rejected. It’s really outrageous, this customer clearly received their order and extra but Amazon has allowed them to commit fraud. Also what disgrace of a human being, if it was me I’d be ashamed of myself, pure scum. I used to love selling on Amazon but now it’s just depressing. How can Amazon allow this?
Order ID 407-2526260-8743536 case ID 10420185482 and 10420180792
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon
"We have your back" possibly the worst A-Z decision of all time!
A customer sent me a message saying that the order had not arrived, I checked with the delivery company and they said that the package was being returned due to a Customs issue (they tried to collect a payment from the customer but received no response, even though IOSS and order number had been provided) I responded within the hour offering to resend or refund. Customer made no response so I resent the order and add extra as a way of apology for the mistake by Customs. I provided an estimated delivery time as well and new tracking. On the day of delivery 1 hour before the delivery the customer received a message from the delivery company containing a PIN which they need to complete the delivery. Also 1 hour before the delivery the customer took out a claim and got a refund. The delivery was then completed as well. I tried communicating with the customer but they do not respond to any messages either via Amazon messages or phone and they do not answer the phone either.
I then went to appeal the decision to grant the claim, when I did this I was informed by Amazon that they could see from the tracking that the customer had received the order and that they had my back and that I could skip the appeal and they would communicate with the buyer. I didn’t skip the appeal because frankly I have zero faith in Amazon. I provided full detail of everything including the tracking, my messages to the buyer, the email which is sent by the delivery company which is also sent to the customer via SMS and the fact that the claim was made as soon as the buyer got confirmation that the delivery would be made within the next hour. Then this morning I got the message from Amazon saying that the appeal was rejected. It’s really outrageous, this customer clearly received their order and extra but Amazon has allowed them to commit fraud. Also what disgrace of a human being, if it was me I’d be ashamed of myself, pure scum. I used to love selling on Amazon but now it’s just depressing. How can Amazon allow this?
Order ID 407-2526260-8743536 case ID 10420185482 and 10420180792
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon
2 replies
Seller_76AUwmqvSyRIM
Really sorry to hear this.
Too late for this order but you should NEVER resend orders. As the resent order will have a new tracking code, you will always lose AtoZ claims, even if the customer finally receives their item.
Just refund and ask them to reorder. Yes, many customers won’t reorder but that is a loss you should accept as it’s better than having claims affecting your account.
