We are new sellers on Amazon and are committed to providing excellent service to our customers. However, we are deeply disappointed with the handling of a recent issue that has severely impacted our business.

Issue Timeline:

November 23, 2024 – Missed Pickup

On November 23, we had five orders ready for pickup.

The pickup boy assigned to us did not arrive. Despite having his contact number, he did not answer our calls.

As a responsible seller, I filled out the Late Shipment Form and contacted the support team to report the issue and seek assistance.

However, no action was taken against the pickup boy, leaving the orders undelivered and our customers waiting.

November 25, 2024 – Continued Issues

On Monday, November 25, we had the five pending orders from November 23, along with a new order for November 25.

I contacted the same pickup boy again, and this time, he informed me that he was on leave. He provided another contact number to coordinate the pickup.

I called the second number, and the new contact assured me they were aware of the pending pickups and would collect them.

However, after the scheduled slot time passed, I followed up again. The second contact redirected me to a third pickup boy and advised me not to call him prematurely, warning that he might refuse to come.

Pickup Finally Completed

When I contacted the third pickup boy, he promised to come by 7:00 PM but arrived at 6:30 PM to pick up all pending orders from both November 23 and November 25.

Despite the delays and poor coordination, we did not escalate the matter further with the pickup team, focusing instead on ensuring our customers received their orders.

Immediate Impact:

Later that evening (November 25, 8:00 PM), I noticed that the Buy Box was removed from all our products.

I immediately contacted the support team, and an associate assured me that if no mistakes were made on our part, the issue would be resolved quickly.

A ticket was raised, and I was instructed to wait 48 hours.

Current Status:

It has now been over a week since the issue occurred. Despite multiple follow-ups and discussions with various associates, our Buy Box has not been reinstated.

This is severely affecting our sales and visibility on Amazon, and we are losing business every day.

Our Concerns:

The failure of the pickup team to collect our orders on time has caused this issue.

Despite providing evidence and consistently reaching out for support, no concrete action or resolution has been provided.

The lack of accountability within the pickup and support teams is frustrating and has left us feeling helpless.

Request for Resolution:

Investigate the pickup team's actions and hold them accountable for their negligence.

Expedite the review process to reinstate our Buy Box.

Provide us with a clear update on the status of our ticket and steps being taken to resolve this issue.

As a new brand on Amazon, we are working hard to build our reputation and grow our business. This experience has been discouraging, and we urge you to take swift action to address this matter.

Thank you for your attention. I look forward to your prompt response.

[Seller Name/Brand: Go Green Packers]