Recently I had an "interesting" case that was the final nail to the coffin of our relation and trust in amazon.
One of our customers claimed that a product supplied was not as expected. Turned out that the manufacturer changed the label ever so slightly (adding somewhere a + sign). Technically nothing changed in the product designation, the technical specs, marketing texts or anything else. We are able to prove this from the manufacturers website and product datasheets.
When the customer draw the A-Z guarantee card, in notime it was judged by Amazon team that our supply was wrong. At the same time we all know how difficult it can be to upload a new picture in an amazon offering and this this approved... We tried to escalate this case with documentation and links, which was rejected. Further escalation did not seem possible. Ever so quickly after this the order was refunded to the customer.
Now we want to have the goods back, well within the 30 days set for this! However when searching for the option of seller paid returns it is completely missing. Again opening a case with the helpdesk where, after explaining the whole case to Santosh told me that we should open a Safe-T claim which is the way to deal with MFN orders. However, then doing so, the Amazon site indicates that we are not eligible... Huh? How then?
Meanwhile the helpdesk colleagues continues to be of complete uselessness and starts to talk in riddles and after one hour of persistence promises to escalate this to another department. My trust of Amazon taking up the responsibility it has, has dropped to below freezing point; hence I decided to give publicity to the on fraud bordering practices of this company.
As indicated in an earlier post, Amazon has costs us way too much efforts and we have delisted all offerings.
However, we do hope that among all the people working for amazon there are people with a bit of sense and influence to turn back tide on this order and perhaps for other sellers. It certainly won't change our decision to kill our amazon business but may reduce factual negative reviews that we doubtlessly will continue spreading. For us amazon is a dangerous and untrustworthy company and one should think thrice before working with you.
Reference of order in question: #303-6346843-6044340
