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.
0 replies
Seller_RlZVPg3d6ZUGP
When you responded to the return request, did she get sent a returns label from amazon or from you to return it?
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.
