Unfair Treatment
Subject: Unfair Treatment
Hey everyone,
I wanted to share a recent experience we had with a customer that might resonate with some of you.
We had a customer report that a product they received was broken. Even though it was outside our 7-day return policy, we went ahead and replaced it through our customer service platform. The customer was really happy with how we handled it and ended up removing their negative review, which was great!
However, the same customer also mentioned an issue with another order, claiming they returned it because it was broken. After talking with them, they clarified that they never actually ordered or received that product.
This situation has impacted our order defect rate, and now our "Buy Now" option has been removed. We connected with seller support, and they informed us that the "Buy Now" option is auto-generated, and there’s nothing we can do about it.
It’s frustrating, especially since we’ve only had one return across all our orders until now. We feel this situation is a bit unfair, especially since we did our best to resolve the first issue.
Just wanted to share this to see if anyone else has faced something similar and how you handled it. Any advice or support would be really appreciated!
Thanks for listening!
Best Regards,
Ofeeco
Unfair Treatment
Subject: Unfair Treatment
Hey everyone,
I wanted to share a recent experience we had with a customer that might resonate with some of you.
We had a customer report that a product they received was broken. Even though it was outside our 7-day return policy, we went ahead and replaced it through our customer service platform. The customer was really happy with how we handled it and ended up removing their negative review, which was great!
However, the same customer also mentioned an issue with another order, claiming they returned it because it was broken. After talking with them, they clarified that they never actually ordered or received that product.
This situation has impacted our order defect rate, and now our "Buy Now" option has been removed. We connected with seller support, and they informed us that the "Buy Now" option is auto-generated, and there’s nothing we can do about it.
It’s frustrating, especially since we’ve only had one return across all our orders until now. We feel this situation is a bit unfair, especially since we did our best to resolve the first issue.
Just wanted to share this to see if anyone else has faced something similar and how you handled it. Any advice or support would be really appreciated!
Thanks for listening!
Best Regards,
Ofeeco
4 replies
Seller_AzoaPFdoGEVqV
Hi, Ofeeco,
Thanks for sharing your experience—it's tough when things like this affect metrics, especially after going the extra mile for customer satisfaction. It’s definitely frustrating, especially when you’ve only had one return issue until now.
Quick question: Are you selling generic products? If so, you might be dealing with the additional challenge of competing on the same listing with other sellers, which can make it harder to maintain the Buy Box consistently.
If you’re selling generics, one approach to consider is differentiating your products a bit to stand out.
For example, you could try unique packaging or offer bundled items to make your product more distinct. This could help in two ways: first, it can reduce Buy Box competition, and second, it opens up the possibility of enrolling in Amazon Brand Registry, which gives you better control over your listings and helps protect your brand identity.
I hope this helps a bit.
Thanks//
Seller_dBpRrjhxD0dhP
Your buy box is lost for sometime and it will reflect very soon again don't worry. Here due to false customer complaint our account once got suspended and it took around three months to get it activated and there also we have to accept that mistake is ours. so be prepared for all this on online platforms.
Seller_WN1wvNo5vA887
*[Moderator Edit: removed inappropriate commentary] *
