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💷 How to avoid AtoZ claims: Product descriptions 💷
Hello everyone,
Today I would like to draw your attention to a crucial point that can strongly impact your business: A to Z complaints can be automatically accepted in favor of the buyer when the product description is not consistent with the item actually sold. I regularly observe cases of this type and would like to share this important information with you.
Common situations:
- The photo shows a pack of 5 products but you are selling individually
- The title says "Pack of 3" but you are selling a single item
- The existing ASIN says "500kg" but your product is 500g
- The description in English says 1 item but the one in French says 2 items
Consequences:
- A to Z claim automatically accepted
- Refund imposed
- Impact on your seller metrics
Solutions:
- DO NOT sell on an existing product sheet if the characteristics do not exactly match your product.
- Create a new product variation with the right quantity
- Check the translation of the product sheets in all languages available for the stores in which you sell.
Example:
You are selling a toothbrush, but the existing product sheet shows a pack of 4.
- ❌ Do not use this product sheet as is
- ✅ Create a new variation for selling individually
⚠️ Important point:
The consistency between your offer and the product sheet is your responsibility. Amazon will systematically give the customer the right if he receives a product different from what is indicated in the product sheet.
💡 Questions to the community:
Have you ever encountered this type of situation? How did you handle it? Do you find this content useful? 👍👎
Regards, Spencer
13 replies
Seller_vNGUliyBfm8re
don't amazon give buyers the right to automatic full refunds anyway even if the description/photos are perfect?
Seller_d8YGbIjNqwFxn
The problem is that listings are often wrong. Pictures are wrong fairly often as are the bullet points and descriptions.
If only it was an easy task to get listings changed it wouldn't be an issue. Even when you provide every last bit of information to show the listing is wrong it is unlikely you will get it changed by raising a case with seller support.
Often we are told only the brand owner can update the listing and you will send the suggestions through to the brand owner. However rarely does this result in the listing being corrected.
Could you comment on how we get listings changed when they are wrong?
Seller_RAXEWLxQ2dbmN
I don't want to drag this thread too far off topic...but Who is responsible for the BMVD catalogues?
Virtually all ASINs in BMVD originate from established publishing houses and media companies.
The vast majority of sellers in BMVD have no option but to piggy-back on existing listings that they had no part in creating (unless they are dodgy dropshippers but that's another story).
There are countless thousands of incorrect and misleading images and Product Descriptions, especially in the book catalogue.
I regularly see individual condition notes in place of Product Descriptions.
Trying to get these sort of errors corrected is almost impossible and generally involves a prolonged battle with seller support to acknowledge that there are error[s] even when they are blatantly obvious.
BMVD sellers are almost never the actual 'brand owners' so getting errors corrected is never easy due to Amazon's seeming insistence on requiring proof of brand ownership when suggesting updates.
Product images and descriptions are often changed by third parties long after the initial listing was submitted. When you have thousands of listings (as is common for BMVD sellers) it is impossible to monitor all changes.
It would be easier if Amazon alerted sellers to changes to the ASINs they have on offer but that doesn't happen.
Seller_40ozsHlGqPuEL
My dear Spencer,
Allow me to applaud your eloquent and insightful discourse—it is truly a delight to encounter such thoughtful guidance in the realm of Amazon commerce. That said, I couldn't help but notice a point in your otherwise excellent post that warrants reflection.
You consistently employ the pronoun he when referring to a customer. While this may once have been common parlance, might I suggest that incorporating more inclusive language, such as they or their, would better align with contemporary standards of equality and inclusivity? Not only would this small adjustment reflect Amazon's commitment to being politically correct and welcoming to all, but it might also broaden the appeal of your otherwise impeccable advice.
Your contributions are, without question, invaluable, and I present this suggestion with the utmost respect for your work. I trust this note might add a modern touch to your timeless wisdom.
Seller_tlAJQumVyIVFx
Amazon now time to change your policy because your seller needs to survive selling items when customers apply for refunds or any claims Amazon straightway gives customers right
Seller_tlAJQumVyIVFx
I do FBM after the delivered product driver takes pictures Amazon doesn't check pictures when the customer applies order that has not been received so why do I give the tracking number
Seller_Y9fFZ8oEs17ES
Amazon give automatic refunds to buyers no matter the reason
Seller_tQCfsb3zoC4AP
dEAR @Spencer_AmazonI barely know were to start a response to your very serious points.
Amazon activitly encourage "ahem" customers to open A-z claims at every chance. ie sending out e-mails telling customers item may be lost ask seller for a refund if the refund is refused as the item has been delivered the week before ends with a customer saying Amazon told me I can have a refund A-z claim opened and granted.
Trying to get any incorrect information corrected on any Amazon page is an impossible task an example I have hundreds of products suppressed or removed for not having the colour attribute filled in when I or any other seller tries to add colour we are told you are not authourised so the products lay dormant or else they are deleted.
All A-z claims are auto granted and even if delivery is proved ie customer says the claim was meant for another seller Amazon will say we will not count this against your ODR but you do not get your money back if you appeal then you still do not get your money back and now your ODR is effected.
I have spendt months at a time just simply trying to get photo fixed again an impossible task is A Juventus scarf with had a ptoto of 2 wooden chairs. A Baecelona scarf which had a photo of a fancy bottle of shampoo bullets points of a scarf description of a leather belt I have hundreds of other example were I just gave up
Brand names were a company should have one brand name but not on Amazon you have multiple brand name versions for the one brand which leads to A-z or violations examples Liverpool Liverpool FC liverpool Football club liverpool F.C. LFC L.F.C. again no tools or seller support which can make the correct changes
I will stop now before this turns in to the first chapther of a novel that is that long it would make War and peace look like a short story
Seller_40ozsHlGqPuEL
The sentence "Do not use this product sheet as is" is complete but lacks context to be fully understood. Here's a more complete and understandable version:
"Please avoid using this product sheet as it currently is; ensure that the product details match accurately before use."
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