Complaints Procedure
Hi guys, just wanted some suggestions, is there any sort of complaints procedure within Amazon? On occasions have just received awful service, just don’t know how some of their staff get away with it. If I ask regarding a complaints procedure there is none forthcoming. I feel that if somebody with half a loaf would take the time to look at the case, they would not hesitate in deciding in my favour. Really makes one despair at times.
An example of what happened this week.
- Customer contacts saying the have partially opened a sent item and they believe it to be a return. I assure the customer we do not sell returns and never have done.
- I suspect this is courier damage as our items are big and bulky and ask for photos which they put as a link which Amazon deletes. Because I can’t see the photos and not make the matter long winded, I refund the customer £15 on a £24.95 order and mention that if there are any parts they are unhappy with I will send out on a 24 Hour service. They were asking for some sort of compensation in their first message.
- Sometime during this the customer complains to Amazon and without any notice they remove the listing even though I believe it has over 70 praiseworthy reviews.
Have being going back and forth with the performance team my final message to them consisted of:
Hi,
Could I clarify that this was NOT a used item sold as new. The customer believed this to be the case after it was damaged in transit. We only sell new items; any returns are held in a different location so there is no question of a mix up. There is no such similar complaint against us in our years of selling on Amazon.
Could you please clarify who is dealing with this case, i.e. person/reference no. How do I escalate this matter further as I am unhappy with your dealing of this case. I request that this case be handled by the head of the Performance Team. We are very disappointed in your handling of this case thus far. Please highlight the complaints procedure.
I will be forwarding your e-mail to Amazon HQ in London to ask them to look into your handling of this case as you sought no clarification from us before removing this ASIN. We have never sold used or returned items, our sales history reflects this.
Could you please clarify why you are still pursuing this complaint after:
1 We have seen no photos of the claimed damage so cannot ascertain the true nature of the complaint [Order no: 202-6988452-0689160].
2 We have given the customer a £15 refund on a £24.95 order [202-6988452-0689160] as they requested as an action of goodwill.
3 We have confirmed to the customer that if they are unhappy with any parts we will gladly replace these [Message sent on 10 Oct 12:16].
4 This customer purchased this item on 04/10/2019. There were numerous orders for this ASIN on 04/10/2019 and afterwards. No complaint was received for any of these buyers so why is this complaint still being pursued? The following orders are all for the same ASIN:
3 replies
Seller_EJIX7rqDNQJi2
Unfortunately, there is no complaints procedure or an alternative way how to dispute Customer Product Condition Complaints.
Product Condition Customer Complaints are detected by bots after scanning your Seller Feedbacks, Product Reviews, returns or A-Z claim comments.
Once you receive a complaint and Amazon requests you to provide additional information - such as a Plan of Action, invoices, documents or certificates, there is nothing you can do but comply.
Amazon won’t give you the exact cause of the complaint, you will need to carefully review your entire account and then supply Amazon a Plan of Action addressing the issue along with invoices.
I would advise you to check out my thread with detailed instructions how to successfully handle “Used Sold As New Complaints”:
Seller_Bzy2IvNEQgi0U
Hi Kika,
Thanks for your detailed reply, very kind of you and thanks for your great posts, where have you been all my life 
I made use of your doc before receiving your reply, very helpful and will make use of your A-Z Claims doc. Again very helpful and thanks for taking the time out to help everybody.
‘there is nothing you can do but comply’ Feels wrong Kiki morally as I have done nothing wrong, I looked at the reviews for this ASIN, they were actually 195. If I accept blame feels like lying as we don’t send out used goods. At times when customers send me pics of what they have received it’s like they have been to a war zone and back. Only in the last week had 10 units going a customer. Parcelforce were not delivering them, after chasing up they finally did the driver explaining wine bottles had exploded in the van the units were wrecked. In all honesty makes me feel dirty, that I have to grovel so as to not lose the ASIN.
My complaint is more with the person handling the complaint, surely there is some form of redress when you feel you have been wronged? Speak to the manager etc. Just seems so rigid, very disheartening.
