A-Z granted for a fraudulous buyer
I got a "customer" that was suspicious from the beginning. First she claimed she did not receive the order. Tracking showed it was delivered. Then she filed return requests with various reasons:
1. No longer needed 2. Accidental order 3. Unauthorized purchase 4. Item defective or doesn’t work
All in all 17 (!!) return requests. I answered to her immediately, said that I will of course refund her when I get the order back. The item in question is the most valuable thing I have ever sold in my 15 years of selling here, so I reported her to Amazon TWICE, saying that this person is trying to scam me. Her communication was extremely poor, like this:
"I don't even ask in mailbox I ask for refund thank you no DVD there I have the DVD not sent."
"The reason for returning the DVD to the mailbox thank you no items refund all good."
So, it was impossible to communicate with her. Yesterday she filed an A-Z claim. I answered to Amazon, sending proof of delivery. Amazon immediately granted the refund. I then appealed, proving again the delivery and also proving that the item was as described (another false claim from the buyer). Today Amazon decided to "uphold" their decision, because I had not responded to the buyer’s return request before the claim was filed.
To me it seems that Amazon is just trying to make new rules so that they can take my money. Should I really have responded to all 17 return requests? They are all auto-approved by Amazon with my general instructions. This person would have had already 4 weeks to return the item, but clearly she did not do anything about it.
If there is a rule that one should somehow respond to multiple return requests by the same buyer (how can one actually respond to those?), this buyer made all these multiple requests on purpose. Some morning I would have 5 return requests from her.
Besides taking my money and stealing an expensive, rare and out of print item (it is now selling for 180 euros), Amazon is counting all this against me and putting my marketplace at risk of deactivation. I sell so little that this one order means now that I have 33% defect rate.
All this doesn't seem fair to me. I am really getting tired of all this bs.
A-Z granted for a fraudulous buyer
I got a "customer" that was suspicious from the beginning. First she claimed she did not receive the order. Tracking showed it was delivered. Then she filed return requests with various reasons:
1. No longer needed 2. Accidental order 3. Unauthorized purchase 4. Item defective or doesn’t work
All in all 17 (!!) return requests. I answered to her immediately, said that I will of course refund her when I get the order back. The item in question is the most valuable thing I have ever sold in my 15 years of selling here, so I reported her to Amazon TWICE, saying that this person is trying to scam me. Her communication was extremely poor, like this:
"I don't even ask in mailbox I ask for refund thank you no DVD there I have the DVD not sent."
"The reason for returning the DVD to the mailbox thank you no items refund all good."
So, it was impossible to communicate with her. Yesterday she filed an A-Z claim. I answered to Amazon, sending proof of delivery. Amazon immediately granted the refund. I then appealed, proving again the delivery and also proving that the item was as described (another false claim from the buyer). Today Amazon decided to "uphold" their decision, because I had not responded to the buyer’s return request before the claim was filed.
To me it seems that Amazon is just trying to make new rules so that they can take my money. Should I really have responded to all 17 return requests? They are all auto-approved by Amazon with my general instructions. This person would have had already 4 weeks to return the item, but clearly she did not do anything about it.
If there is a rule that one should somehow respond to multiple return requests by the same buyer (how can one actually respond to those?), this buyer made all these multiple requests on purpose. Some morning I would have 5 return requests from her.
Besides taking my money and stealing an expensive, rare and out of print item (it is now selling for 180 euros), Amazon is counting all this against me and putting my marketplace at risk of deactivation. I sell so little that this one order means now that I have 33% defect rate.
All this doesn't seem fair to me. I am really getting tired of all this bs.
22 replies
Seller_A7wI1SGeyIqHF
BEST TO SEND ITEMS WITH SIGNED FOR DELIVERY, AMAZON ONLY ACCEPTS THIS AS PROOF OF DELIVERY - NOTHING ELSE.
SAFEST POSTAL METHOD TO PROTECT YOUR ACCOUNT.
Seller_voW9gFQs6cI1A
letter before action then small claims court, assuming you can indeed prove delivery, they will have to fully pay for the item and the court costs
Regards
Seller_vNGUliyBfm8re
you could try writing to amazon managingdirector email address (found on this forum) and request a further appeal. attach evidence and be clear and concise in your email , bullet point your statements so its easy to understand and read and hopefully they over turn the decision.
Seller_QFivb25YBNqBc
Yes, by closing the request as a 'duplicate request'. Amazon is constantly looking for reasons to refund its 'mutual client'.
Seller_GnPgNSH6MHn3f
How could I tag somebody from Amazon so they could look into this?
Jona_Amazon
Hi @Seller_GnPgNSH6MHn3f,
I'm Jona from Amazon.
Feel free to share the Order ID with me, so I can revise the claim.
Best,
Jona
Seller_GnPgNSH6MHn3f
Thank you Jona. Please read what is written here. It is so obvious fraud that it screams to heavens. I also feel furious that I am punished by this and my marketplace is still "at risk of deactivation".
Order ID: # 171-9535430-7421118
Jona_Amazon
Hi @Seller_GnPgNSH6MHn3f,
thanks for providing the Order ID.
Upon reviewing your claim, I found that it was automatically granted due to only providing an international return address. On the helppage About A-to-z Guarantee Claims you can find the following information to this topic:
"Amazon will automatically grant the Claim and debit the Claim amount from your account in the following circumstances [...] You authorized the return request with an international return address but failed to provide a prepaid return label or failed to agree to a returnless refund, within 48 hours of receiving the return request."
Best,
Jona
Seller_GnPgNSH6MHn3f
Thank you for the reply Jona. This, however, is contradictory what Amazon said and has not been communicated by you before. Like I quoted above:
"Today Amazon decided to "uphold" their decision, because I had not responded to the buyer’s return request before the claim was filed."
This customer does not communicate. She only filed multiple return requests with multiple reasons, never said what the problem is (in understandable language) and was happy to get the money back and keep the item. I asked her to return this expensive item multiple times, but she has not done so and does not reply to my messages. Hw can I at least get the item back?
Had I known about this OF COURSE I had offered a prepaid return label. This all does not make sense, once again. I am the only one who tried to communicate here, solve the problem and I get zero advice from you. Then it is all my fault? Is it really ok for a customer to keep the refunded item, even when it is more than 100 eur?? This is an open inviotation to thiefs...
Do you think that it is fair to count this against me? You really are eager to punish sellers and enforce theft.
Jona_Amazon
Hi @Seller_GnPgNSH6MHn3f,
you can find more information about the international return policies on the helppage Customer returns for international sales. There has been also this news announcement on the Forums: Comply with international returns requirements by November 11, 2024.
Best,
Jona
Seller_GnPgNSH6MHn3f
Thank you for the reply. I am starting to realize that I am really the bad guy here.
Of course I should have sent 17 pre-paid return labels to this customer when she filed 17 returns.
Of course I deserve to have my French marketplace at risk.
Of course it is only fair that now I am selling less than ever, because your algorhytms are hiding my items from buyers.
Of course the buyer can keep the expensive item and get her money back.
The customer in this case knew everything much better than I. How bad from me.
How bad from me that I tried to warn Amazon about this customer 2 times. She never did anything wrong.
Maybe I should leave Amazon, because I am so bad at this. I have no problems in other platforms that seem to be targeted to idiots like me.
