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Hi All

Recent experience with a Customer raises a few questions for me, any advice would be appreciated.

A customer placed two seperate orders recently, 4 days apart. Both orders were shipped the same day, sent on a next day service with Evri and delivered the next day but were left in a 'Safe Place'.

We received a message from the buyer on the delivery day of the first order which said 'Where exactly has this been left please?'. So we sent a polite reply advising where it had been left (which was by the side of a wheelie bin) and attached the delivery image. In response the buyer said ''This parcel has not been received. You have 48 hrs from now to resolve otherwise a chargeback will be raised.'' In reponse, we didn't argue with him in any way, just politely asked him if he could confirm that he had checked the location where it had been left, and that the parcel was not there, in which case it must have been stolen and we would refund him. He didn't respond to that and went straight to an A-Z claim which of course Amazon granted but they didn't count against my metrics.

The scond order, the first we heard was a message from the buyer saying '' Again This POD is not compliant with consumer law. Package has to be handed to me unless I have authorised otherwise. Courier to be sent back to locate it.'' We responded again advising it had been left in the same place and attached the delivery image and could he check and advise. He want straight to an A-Z from there which had the same outcome as above.

They were both low value fortunately, however the biggest problem is that he has now left 1 negative and 1 neutral feedback for these orders saying ''poor customer service, poor attitude. My consumer rights are protected by law and overule your personal policies''. This is the biggest issue for me as it obviously affects my performance metrics badly!

So I am wondering what can I do about this and how can I prevent it in the future? I know I won't be able to have the reviews removed becuase they don't meet the criteria.

He is basically saying that under consumer law, if he hasn't agreed to them being left in a specific 'safe place' then the POD's don't count and so he will ask for his money back. He claims they have to be handed to hm personally under the law (unless he has agreed otherwise).

Due to the nature of the products we sell it maybe that he cannot get out of the house due to mobility issues. However, I'm not aware of ever seeing customers delivery instructions on orders on Amazon, is that a thing? I can't see anywhere that we can block a buyer either so that doesn't seem to be an option. I am concerned that if he keeps ordering and the same keeps hapening we could end up with a whole bunch of a-z's and negative feedbacks, or too many order cancellations if we don't ship them.

Appreciate your thoughts

Thanks

So, the Customer Reviews page is being discontinued in favour of Voice Of The Customer.

I find VOTC useless. I have a couple of "Very Poor" listings because of Negative Customer Experience (NCX), but it doesn't give any useful feedback. Reviews usually (but not always) give you some information you can work with.

Unless I'm missing something, VOTC doesn't tell me anything about why the customer had a negative experience.

Hello All

I have a brand registered in brand registry and I was selling my product fine. Normally I would fill in the form to report buyers from brand registry and it was all good. But recently a few got rejected ( I don’t know why) and now my access is revoked. I have tried to appeal and sent many plans of action but I get the same automated response. Please can someone help. The case ID is 11077405802

Thanks

I've never come across this before but I can't use Royal Mail on one of my FBM orders.

I literally shipped the exact same item last night for 87p but when I went onto this one, a minute later, Royal Mail is greyed out and I can only use Evri.

I've opened a case via SS (11238764102) - was told to use Evri but that method is 3 times more expensive and leaves me out of pocket.

Anyone have any clues - tempted to take a hit on my VTR and use a stamp.

It's to Devon and it's a ship by today - delivery up until 1st of July (the exact same stats as other orders the same).

I'm at a loss as I've tried everything - SS aren't helping (no surprises there).

We're forced to use 'Buy Shipping' but this appears to be a glitch that will leave me with either a hit on my metrics or being out of pocket

Hi guys,

We are considering switching to AGL & AWD. What are your experiences with these programs?

Overall, I hear:

- AGL is cheaper than other forwarding, but customer contact is bad & sometimes big delays

- AWD is cheap but slow

Looking forward to hearing your experiences!

Hello,

I’m seeking guidance on how to resolve a Product Bundling Violation notice I recently received on my seller account. I’d appreciate any insights from others who have faced similar issues or know the best steps to address this promptly.

I was notified that one or more of my listings have been flagged for Product Bundling Violations.

But the performance notification we received stated that my bundle allegedly violates platform policies because:

• All ASINs that are misbranded as FRESHFIELDS MARKET instead of actual product brands. I.E We listed most of the products under our own brand and as manufacturer when we aren't the brand owner of that product.

Questions for the Community:

• Any tips for clarifying bundle listings to stay compliant?
• Has anyone here successfully appealed a Product Bundling Violation on Amazon?
• What supporting documentation or evidence did you provide?
• Did you include invoices, manufacturer letters, or product usage explanations?
• Any suggestions for how to draft a strong Plan of Action (POA) for this situation?
• Are there specific keywords or phrases I should avoid in the listing that might trigger bundling policy flags?

My priority is to resolve this quickly to protect my account health and avoid further disruptions to sales. Any advice or examples from your own experiences would be hugely appreciated.

Thank you so much for your help !

Come on Amazon what is it all about. I have books for sale that aren’t available, yet I can’t list them. You state available from (whatever date 6 months or so away) which keeps moving week by week and in reality it’s never available. Then this is acceptable, I’m sorry but it doesn’t make sense