Very difficult transaction - mod help requested please
Would greatly appreciate some assistance from mods on the below (would be great if someone could tag them in) as I really don't feel like i'm getting the support I need from Amazon seller support:
1: Removing the malicious and retaliatory feedback on this product that has been left by the customer (most important thing now)
2: Any assistance or advise on the open A-Z claim
Order number: 026-6862477-8329137
Seller support case: 12671386822
The customer placed an order for a £249.99 item which was dispatched immediately (MFN). Within approximately two hours of purchase, the customer contacted me stating that her “daughter’s friend had placed the order from her account as a prank” and requested cancellation. This is a clear breach of Amazon's T&Cs in the first place (unauthroised access of an account and placing an order), and has caused me a great deal of overhead, cost and stress.
I advised that the order had already been dispatched and that the appropriate process would be to return the item via Amazon’s returns system in its original, unused condition for a full refund.
The customer subsequently returned the item. Upon receipt, the product was found to be in a clearly used condition and no longer sellable. In line with guidance received from Amazon Seller Support regarding diminished value of returned goods, a 50% partial refund was issued and the condition of the item was documented. I also specifically raised to Amazon seller support that I was concerned about the buyer leaving a false review.
She then went on to open an A-Z claim against me AND left a 1-star review was left containing highly negative and emotionally charged feedback regarding both the product performance and the transaction experience, including references to refund handling and allegations that the product was faulty.
I do not understand why we have to tolerate buyer behaviours like this. In this specific case I do not understand how the customer is allowed to leave feedback when she writes that the order was placed by her daughter's friend as a prank which is clearly a breach of T&Cs, and I am made to put up with the stress, headache and costs of this.
At this point I am not worried as much about the money but I would really like some help in getting this review removed as it is a new product and will cause major damage to my business.
Very difficult transaction - mod help requested please
Would greatly appreciate some assistance from mods on the below (would be great if someone could tag them in) as I really don't feel like i'm getting the support I need from Amazon seller support:
1: Removing the malicious and retaliatory feedback on this product that has been left by the customer (most important thing now)
2: Any assistance or advise on the open A-Z claim
Order number: 026-6862477-8329137
Seller support case: 12671386822
The customer placed an order for a £249.99 item which was dispatched immediately (MFN). Within approximately two hours of purchase, the customer contacted me stating that her “daughter’s friend had placed the order from her account as a prank” and requested cancellation. This is a clear breach of Amazon's T&Cs in the first place (unauthroised access of an account and placing an order), and has caused me a great deal of overhead, cost and stress.
I advised that the order had already been dispatched and that the appropriate process would be to return the item via Amazon’s returns system in its original, unused condition for a full refund.
The customer subsequently returned the item. Upon receipt, the product was found to be in a clearly used condition and no longer sellable. In line with guidance received from Amazon Seller Support regarding diminished value of returned goods, a 50% partial refund was issued and the condition of the item was documented. I also specifically raised to Amazon seller support that I was concerned about the buyer leaving a false review.
She then went on to open an A-Z claim against me AND left a 1-star review was left containing highly negative and emotionally charged feedback regarding both the product performance and the transaction experience, including references to refund handling and allegations that the product was faulty.
I do not understand why we have to tolerate buyer behaviours like this. In this specific case I do not understand how the customer is allowed to leave feedback when she writes that the order was placed by her daughter's friend as a prank which is clearly a breach of T&Cs, and I am made to put up with the stress, headache and costs of this.
At this point I am not worried as much about the money but I would really like some help in getting this review removed as it is a new product and will cause major damage to my business.
2 replies
Seller_UR8pt3AKmjTIm
@Michelle_Amazon
@Jonathan_Amazon
@Manny_Amazon
@Arish_Amazon
@TaylorR_Amazon
@Angie_Amazon
@Christine_Amazon
@Abella_Amazon
@Indy_Amazon
@Glenn_Amazon
Josh_Amazon
Hello @Seller_UR8pt3AKmjTIm,
I understand you are reaching out about order 026-6862477-8329137 and case 12671386822. Let me address both concerns.
Regarding the A-to-Z claim: since the customer returned the item in a different condition than how it was sent, you can strengthen your appeal by providing evidence within the claim. This includes photos of the item as received showing the condition, comparison with the original product condition, and any documentation from Seller Support confirming the diminished value guidance you received. The key is demonstrating that the return does not match the condition in which it was originally shipped.
Regarding the review: Amazon has a process for reporting reviews through the product detail page by clicking "Report" next to the review. If you've already reported it and the outcome was not what you expected, you can open a case with Seller Support referencing the specific review and explaining which Community Guideline you believe it violates.
In case you need further assistance with either matter, feel free to reach out to our Seller Support team referencing your existing case 12671386822.
Kind regards,
-Josh
