Seller Suspended - POA submitted but Amazon asking for info already supplied
This morning our account was suspended. Order defect rate 1.15% due to 4 A-Z guarantee claims. Amazon has asked why these buyers didn’t receive their items. 2 of the 4 have been delivered and were delivered within 24 hours of the order. DPD tracking submitted showing customer signature. The other 2 are for Christmas Meat Packs, the description says delivery of this item will be Friday 21st December, 2 buyers have opened a case to say they haven’t received it, even though we told them it would be 21st December.
I have submitted an appeal explaining this is clearly as I can, after 10 subsequent emails going into more and more details I keep getting the same repeated response. Copy and pasted over and over. Phone support can’t help, seller performance only but they just keep saying please explain why these orders were delivered late, how much clearer can I make it? I don’t understand what they want!
13 replies
Seller_EJIX7rqDNQJi2
I am sorry to hear that your account has been suspended.
Unfortunately, the more bad appeals you send, the less likely it is that you will be able to get reinstated quickly. You mentioned that you already e-mailed them 10 times, despite only being suspended this morning. You should stop contacting them and start working on improving your Plan of Action.
Post your full suspension notice, all POAs which you submitted and any additional communication between you and Amazon regarding the matter.
I have checked your seller feedbak and I can see that you recently received multiple negative feedbacks complaining about various issues, so you will need to address everything.
Seller_AgiiDsjZehCu7
I have just had an instance where I have had tracking and a photo to confirm delivery but the buyer said their builder threw the parcel away. The buyer said this by email to me and wanted a refund. I did not know what to do so asked seller suport what I should do and they told me it was not my fault and to tell the buyer this and not to worry if an AtoZ claim was done by the buyer and tro just mention the case number. I did as per Amazons seller central email. The buyer immediately put in an AtoZ claim and the AtoZ department upheld the claim. I appealed, gave them the case number and copies of the emails where the buyer confirms the picture shows the parcel by her back door and the tracking and they said " that although I may not like the descision they stand by the claim and may not answer any more of my emails".
There is litle point contacting seller central support and asking their advise if the AtoZ department make a completely different decision ? If support had told me that I had to give the refund I would have done and then I would not have an AtoZ against me !!! I feel that is very unfair.
Seller_7xa4giJ3wJ3FU
Just keep submiiting the same information and await the Robot to say ‘yes’. Amazon Seller support are a useless bunch of crettins. They like to to bow and tug your forelock before condescending to do something.
Just add a bit of flannel to what you have written. I’ve just had a similar problem with the idiots at Amazon DE, werte a couple of buyers bought the WRONG items but claimed the items were defective!
Seller_zDB4ATjoqAjH7
I’ve had similar problems loads of times. It’s virtually impossible to get anyone from Amazon to read your emails properly let alone answer and help you. It’s like having a Boss that you can never see and never talk to when you have a problem. I would to love know if anyone from Amazon reads these comments on this forum.
