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Amazon block customer to speak with us and opened A to Z claim After
Hi Everyone,
How many of us here are struggling with AI-driven decisions on A-to-Z claims and feedback? These decisions are often incorrect, causing us to lose time and money while trying to maintain our account health. When will this unfair treatment stop? Human oversight should be mandatory for these cases, or at least the final approval should be made by a person rather than an AI system.
Here’s my recent experience:
A customer misread the product description and purchased an item that was not eligible for return. He reached out to both Amazon and me. I assured him that even though Amazon wouldn’t accept the return, I was willing to help. I provided clear instructions and was ready to send a return label. However, Amazon told the customer, “Do not contact the seller; we will handle this issue.”
As a result, the customer stopped cooperating, and Amazon unfairly opened an A-to-Z claim, issuing a refund without affecting my ODR. However, when I appealed the case and requested my item back, the customer finally followed my instructions and returned the product. Then, Amazon added an ODR to my account.
The key issue here is that if Amazon had not told the customer that they had already resolved the issue, the A-to-Z claim would never have been filed. Amazon prevented me from assisting the customer, then penalized me for the outcome. Yes, there was a slight delay in delivery , but the A-to-Z claim was not due to non-delivery or any legitimate reason—it should never have been opened in the first place.
How is it fair that Amazon blocks us from helping customers and then punishes us with an ODR? This system needs to change.
Looking forward to hearing your thoughts.
Below customer respond:
19-Feb-2025 14:34
Sorry to inform you again, but the order delivered was an incorrect. And a refund and return was requested from Amazon Customer service. I will no longer reply to any massage sent.
5 replies
Seller_6HXPDZ2n6YG3n
Hi all,
This is the item we sold. The item description says "Size Name: 1.18 g (Pack of 12)," but everywhere else, it shows "15 ml, 1 item only." The picture also shows 15 ml, suggesting that whoever created this item listing made a mistake.
As we all know, we can't change this information, which is why we accepted the return of the item. However, Amazon is blocking the customer from resolving the issue with us.
https://www.amazon.co.uk/gp/product/B08PX5XQ2R?th=1
Seller_7pTs15IYXmTOB
"As we all know, we can't change this information" @Seller_6HXPDZ2n6YG3n
@Seller_RlZVPg3d6ZUGP is right. We sellers know, but your customer doesn't know. I have purchased things from amazon, where sellers are selling goods bearing no resemblance to the listing. Many a time, I receive unboxed goods. I forgive some sellers if it is only a packaging matter but it is actually not right to send unboxed goods when we pay price for brand new goods and to receive 1 unit when listing states 12 units etc.
We cannot afford to say "we know it that we can't do anything about it" and continue selling and not expect customer to be unhappy about it.
The root cause is because of a very dysfunctional catalogue and workshy seller support staff who run and hide behind misinterpreted policies stating that they won't fix it because we are not brand owners and all that kind of nonsense. Even if we are brand owners, they will NOT fix listings because they are reckless and work shy.
However, we must pursue and fix the listing. If you cannot fix listing, just do not sell from that listing. Create a new listing if it is practical. Your sales would slow down because amazon has some search algorithm which would deduce that your new listing is not a proper one and may probably not be recognised by the search engine. But just don't do this to buyers, selling goods that do not match the description.
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