Just a rant.
I always use Buy Shipping.
My current case; IBA customer messages through Amz:
"Cx receives wrong item and want a return label"
We say, sorry, we'll get that sorted, what did you get?
"there is no issue, the wrong product was ordered and we have just ordered the correct one"
We told them to arrange a return in that case, and how to do it.
"they [Amz] told me that as you are a 3rd party seller we have to deal direct with you" - not true as they're IBA but I completely give up with that now.
Same day, we get an A-Z claiming "Is anything missing? Yes. What's missing? The entire package. Did your address change? No. Reason Code: NOT_RECEIVED"
I clear it up and explain what's happened. Nothing. Amz asks me to respond again, so I respond again with even more details.
Four days later A-Z is granted and affected ODR. I appeal, Amazon say "Why was my appeal denied? You are responsible for the claim because we did not receive the specific information we requested . When a buyer files a claim on one of your orders, we send an email to let you know about the claim and how to respond. During our review of the claim, we may ask you to provide more information. If you do not respond to us within the specified timeframe, we will grant the buyer's claim and the claim amount will be debited from your account. We cannot reverse the claim decision unless the buyer confirms receipt of the merchandise and authorizes a new charge. You may ask the buyer to contact us, but please keep in mind that contact between parties must be respectful. We do not allow inappropriate or excessive contact between parties."
I opened a case to appeal it further and sent it to the MD email and they said "Although we understand your position, we stand by our decision. "
I'm so fed up with Amz, this is a clear-cut case. It's not difficult, there's nothing special going on.
I've opened another case, and emailed the MD again, and I will carry on doing so until I get a sensible answer from someone.
