A to Z am I missing something here
Sorry I am struggling to get my head round this having looked at all your policies ref A to Z claims.
I cant understand why on earth Amazon have refunded a customer when the item has clearly been delivered, photographed, GPS is correct and even signed for.
I have uploaded the photo from the tracking of the actual item being delivered and there is also a signature.
Can someone please enlighting me as to what more I could have done? apart from taking it to the customer myself
A to Z am I missing something here
Sorry I am struggling to get my head round this having looked at all your policies ref A to Z claims.
I cant understand why on earth Amazon have refunded a customer when the item has clearly been delivered, photographed, GPS is correct and even signed for.
I have uploaded the photo from the tracking of the actual item being delivered and there is also a signature.
Can someone please enlighting me as to what more I could have done? apart from taking it to the customer myself
11 replies
Seller_ZJhFeE3tNKzfh
even if you took it yourself, the a-z could have been opened. The only thing you could have done is not sell it on amazon!
Seller_76AUwmqvSyRIM
Sadly, however ridiculous it is, this is a valid comment.
Seller_zDUw7ekrB6OEy
Even the guy in the Amazon TV advert clamed INR.
Seller_DfMOm9tgJKAex
the policy is to keep the customer happy.. so you can have all the proof in the world and still loose
you could video yourself handing the item to the customer.. and if they say they dont have it.. you loose
welcome to Amazon
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_MFpzSIm72KtOH.
Unfortunately in A-Z Guarantee Claims for "INR", no level of evidence will satisfy Amazon to make them rule in your favour.
This is all due to the statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This statement gives Amazon the power to play "God" in the name of Customer Experience and completely undermines the integrity of all third-party delivery methods, forcing all sellers towards FBA for protection. Besides being incredibly corrupt, I recommend raising a complaint to the Competition & Markets Authority (CMA) to investigate further.
We continue to send items "Signed For" as we find it dissuades buyers from trying their luck to begin with, however the reality is that anyone who is clued up on this matter will know that they can get a refund for anything. Amazon is a fraudsters dream!
Nevertheless, if you have any doubt about the customers claims, please raise a report with Action Fraud UK.
All the best!
Seller_lncJ33ORWEySW
Amazon has created an army of dishonest customers, which allow unlawful theft from third-party sellers. Apart from claims not received, there is an ever-increasing amount of A-Z claims for faulty products that then turn out to be not the part you suplied, and as the customer has made a false A-Z claim, it prevents third-party sellers from being able to make any kind of Sate-T claim.
Seller_tHDZMh56pq7gX
I have been selling for around 14 months now. I don't have a specific niche, I generally sell anything I can make a margin on. Reading (on here) and learning some of the horror stories regarding being a "Trusted Partner" actively discourages me from selling any high value or low margin goods.
If selling FBM products, you have the issues with INRs and "damaged" goods and general fraudsters where there is very little protection.
If selling FBA products, you have the issues with fulfilment centres losing stock, not getting any "upside" when a customer purchases multiple units, paying for goods to be returned when a listing gets supressed, being penalised for low stock levels but being charged for long term storage for items that are slow moving, or any other reason whereby Amazon decide there is a problem.
For me, FBM is the lesser of two evils, I only sell goods that have a low cost price and good margin, so when I do experience the FBM pitfalls, it only hurts a little. I feel really sorry for the sellers who get scammed out of high value items and potentially lose £100's through single orders, but this is certainly not something I would want in my business model because even if you take all reasonable steps to combat the fraud, you still end up losing. I sell enough to cover the scams and losses to still make it worthwhile...... for now!
I had one product (I had around 20 units), which was clearly a drop shippers favourite, and I started getting problems from the first 5 orders (INRs, damaged goods with no photos etc.), a few I had to refund, but after each one I had to refund, I put the price up on the remaining stock to cover the losses, so ultimately, the future customers paid for the fraudulent activities of the others. This is clearly not customer centric as I was happy with the original margin and would have sold all 20 at the original price, but I was essentially put into a losing position without raising my prices on the remaining stock.
Seller_1U2xoyGE3Xvv8
It’s incredibly frustrating to deal with A-to-Z claims like this, especially when you’ve provided undeniable proof of delivery. Unfortunately, Amazon’s A-to-Z Guarantee policy prioritises the “customer experience” above all else, even when the evidence overwhelmingly supports the seller.
The statement in their policy regarding cases where the item is delivered but allegedly not received essentially gives Amazon the discretion to refund customers regardless of the circumstances. It undermines third-party delivery systems and seems to encourage dishonest claims.
To protect yourself from such scenarios, one solution is to use Amazon's "Buy Shipping" service. This shifts the liability to Amazon for claims like these. While it does increase shipping costs and potentially prices for customers, it can deter fraudulent claims and safeguard your seller account.
Using Amazon's Buy Shipping service in the UK is not straightforward. While Amazon readily accepts payment for the shipping label, arranging the collection - typically with DHL - is entirely your responsibility. The process is cumbersome and time-consuming, but it does offer protection against non-delivery claims. Scammers are often deterred from targeting sellers who make it clear they use this method of delivery.
Another approach is to raise a formal complaint to the Competition & Markets Authority (CMA) if you're in the UK. Amazon’s practices could be viewed as anti-competitive and worth investigating. If you suspect fraud, it would also be advisable to file a report with Action Fraud UK.
For high-value or low-margin items, it may be worth reassessing the risk of selling on Amazon versus other platforms or sales channels. Although these issues are incredibly disheartening, focusing on measures to minimise risk and documenting every step of the process can provide some level of protection.
Hopefully, Amazon will address this imbalance in the future, but until then, adapting strategies is the best path forward.
Best of luck!
A to Z am I missing something here
Sorry I am struggling to get my head round this having looked at all your policies ref A to Z claims.
I cant understand why on earth Amazon have refunded a customer when the item has clearly been delivered, photographed, GPS is correct and even signed for.
I have uploaded the photo from the tracking of the actual item being delivered and there is also a signature.
Can someone please enlighting me as to what more I could have done? apart from taking it to the customer myself
A to Z am I missing something here
Sorry I am struggling to get my head round this having looked at all your policies ref A to Z claims.
I cant understand why on earth Amazon have refunded a customer when the item has clearly been delivered, photographed, GPS is correct and even signed for.
I have uploaded the photo from the tracking of the actual item being delivered and there is also a signature.
Can someone please enlighting me as to what more I could have done? apart from taking it to the customer myself
A to Z am I missing something here
Sorry I am struggling to get my head round this having looked at all your policies ref A to Z claims.
I cant understand why on earth Amazon have refunded a customer when the item has clearly been delivered, photographed, GPS is correct and even signed for.
I have uploaded the photo from the tracking of the actual item being delivered and there is also a signature.
Can someone please enlighting me as to what more I could have done? apart from taking it to the customer myself
11 replies
11 replies
Seller_ZJhFeE3tNKzfh
even if you took it yourself, the a-z could have been opened. The only thing you could have done is not sell it on amazon!
Seller_76AUwmqvSyRIM
Sadly, however ridiculous it is, this is a valid comment.
Seller_zDUw7ekrB6OEy
Even the guy in the Amazon TV advert clamed INR.
Seller_DfMOm9tgJKAex
the policy is to keep the customer happy.. so you can have all the proof in the world and still loose
you could video yourself handing the item to the customer.. and if they say they dont have it.. you loose
welcome to Amazon
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_MFpzSIm72KtOH.
Unfortunately in A-Z Guarantee Claims for "INR", no level of evidence will satisfy Amazon to make them rule in your favour.
This is all due to the statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This statement gives Amazon the power to play "God" in the name of Customer Experience and completely undermines the integrity of all third-party delivery methods, forcing all sellers towards FBA for protection. Besides being incredibly corrupt, I recommend raising a complaint to the Competition & Markets Authority (CMA) to investigate further.
We continue to send items "Signed For" as we find it dissuades buyers from trying their luck to begin with, however the reality is that anyone who is clued up on this matter will know that they can get a refund for anything. Amazon is a fraudsters dream!
Nevertheless, if you have any doubt about the customers claims, please raise a report with Action Fraud UK.
All the best!
Seller_lncJ33ORWEySW
Amazon has created an army of dishonest customers, which allow unlawful theft from third-party sellers. Apart from claims not received, there is an ever-increasing amount of A-Z claims for faulty products that then turn out to be not the part you suplied, and as the customer has made a false A-Z claim, it prevents third-party sellers from being able to make any kind of Sate-T claim.
Seller_tHDZMh56pq7gX
I have been selling for around 14 months now. I don't have a specific niche, I generally sell anything I can make a margin on. Reading (on here) and learning some of the horror stories regarding being a "Trusted Partner" actively discourages me from selling any high value or low margin goods.
If selling FBM products, you have the issues with INRs and "damaged" goods and general fraudsters where there is very little protection.
If selling FBA products, you have the issues with fulfilment centres losing stock, not getting any "upside" when a customer purchases multiple units, paying for goods to be returned when a listing gets supressed, being penalised for low stock levels but being charged for long term storage for items that are slow moving, or any other reason whereby Amazon decide there is a problem.
For me, FBM is the lesser of two evils, I only sell goods that have a low cost price and good margin, so when I do experience the FBM pitfalls, it only hurts a little. I feel really sorry for the sellers who get scammed out of high value items and potentially lose £100's through single orders, but this is certainly not something I would want in my business model because even if you take all reasonable steps to combat the fraud, you still end up losing. I sell enough to cover the scams and losses to still make it worthwhile...... for now!
I had one product (I had around 20 units), which was clearly a drop shippers favourite, and I started getting problems from the first 5 orders (INRs, damaged goods with no photos etc.), a few I had to refund, but after each one I had to refund, I put the price up on the remaining stock to cover the losses, so ultimately, the future customers paid for the fraudulent activities of the others. This is clearly not customer centric as I was happy with the original margin and would have sold all 20 at the original price, but I was essentially put into a losing position without raising my prices on the remaining stock.
Seller_1U2xoyGE3Xvv8
It’s incredibly frustrating to deal with A-to-Z claims like this, especially when you’ve provided undeniable proof of delivery. Unfortunately, Amazon’s A-to-Z Guarantee policy prioritises the “customer experience” above all else, even when the evidence overwhelmingly supports the seller.
The statement in their policy regarding cases where the item is delivered but allegedly not received essentially gives Amazon the discretion to refund customers regardless of the circumstances. It undermines third-party delivery systems and seems to encourage dishonest claims.
To protect yourself from such scenarios, one solution is to use Amazon's "Buy Shipping" service. This shifts the liability to Amazon for claims like these. While it does increase shipping costs and potentially prices for customers, it can deter fraudulent claims and safeguard your seller account.
Using Amazon's Buy Shipping service in the UK is not straightforward. While Amazon readily accepts payment for the shipping label, arranging the collection - typically with DHL - is entirely your responsibility. The process is cumbersome and time-consuming, but it does offer protection against non-delivery claims. Scammers are often deterred from targeting sellers who make it clear they use this method of delivery.
Another approach is to raise a formal complaint to the Competition & Markets Authority (CMA) if you're in the UK. Amazon’s practices could be viewed as anti-competitive and worth investigating. If you suspect fraud, it would also be advisable to file a report with Action Fraud UK.
For high-value or low-margin items, it may be worth reassessing the risk of selling on Amazon versus other platforms or sales channels. Although these issues are incredibly disheartening, focusing on measures to minimise risk and documenting every step of the process can provide some level of protection.
Hopefully, Amazon will address this imbalance in the future, but until then, adapting strategies is the best path forward.
Best of luck!
Seller_ZJhFeE3tNKzfh
even if you took it yourself, the a-z could have been opened. The only thing you could have done is not sell it on amazon!
Seller_ZJhFeE3tNKzfh
even if you took it yourself, the a-z could have been opened. The only thing you could have done is not sell it on amazon!
Seller_76AUwmqvSyRIM
Sadly, however ridiculous it is, this is a valid comment.
Seller_76AUwmqvSyRIM
Sadly, however ridiculous it is, this is a valid comment.
Seller_zDUw7ekrB6OEy
Even the guy in the Amazon TV advert clamed INR.
Seller_zDUw7ekrB6OEy
Even the guy in the Amazon TV advert clamed INR.
Seller_DfMOm9tgJKAex
the policy is to keep the customer happy.. so you can have all the proof in the world and still loose
you could video yourself handing the item to the customer.. and if they say they dont have it.. you loose
welcome to Amazon
Seller_DfMOm9tgJKAex
the policy is to keep the customer happy.. so you can have all the proof in the world and still loose
you could video yourself handing the item to the customer.. and if they say they dont have it.. you loose
welcome to Amazon
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_MFpzSIm72KtOH.
Unfortunately in A-Z Guarantee Claims for "INR", no level of evidence will satisfy Amazon to make them rule in your favour.
This is all due to the statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This statement gives Amazon the power to play "God" in the name of Customer Experience and completely undermines the integrity of all third-party delivery methods, forcing all sellers towards FBA for protection. Besides being incredibly corrupt, I recommend raising a complaint to the Competition & Markets Authority (CMA) to investigate further.
We continue to send items "Signed For" as we find it dissuades buyers from trying their luck to begin with, however the reality is that anyone who is clued up on this matter will know that they can get a refund for anything. Amazon is a fraudsters dream!
Nevertheless, if you have any doubt about the customers claims, please raise a report with Action Fraud UK.
All the best!
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_MFpzSIm72KtOH.
Unfortunately in A-Z Guarantee Claims for "INR", no level of evidence will satisfy Amazon to make them rule in your favour.
This is all due to the statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This statement gives Amazon the power to play "God" in the name of Customer Experience and completely undermines the integrity of all third-party delivery methods, forcing all sellers towards FBA for protection. Besides being incredibly corrupt, I recommend raising a complaint to the Competition & Markets Authority (CMA) to investigate further.
We continue to send items "Signed For" as we find it dissuades buyers from trying their luck to begin with, however the reality is that anyone who is clued up on this matter will know that they can get a refund for anything. Amazon is a fraudsters dream!
Nevertheless, if you have any doubt about the customers claims, please raise a report with Action Fraud UK.
All the best!
Seller_lncJ33ORWEySW
Amazon has created an army of dishonest customers, which allow unlawful theft from third-party sellers. Apart from claims not received, there is an ever-increasing amount of A-Z claims for faulty products that then turn out to be not the part you suplied, and as the customer has made a false A-Z claim, it prevents third-party sellers from being able to make any kind of Sate-T claim.
Seller_lncJ33ORWEySW
Amazon has created an army of dishonest customers, which allow unlawful theft from third-party sellers. Apart from claims not received, there is an ever-increasing amount of A-Z claims for faulty products that then turn out to be not the part you suplied, and as the customer has made a false A-Z claim, it prevents third-party sellers from being able to make any kind of Sate-T claim.
Seller_tHDZMh56pq7gX
I have been selling for around 14 months now. I don't have a specific niche, I generally sell anything I can make a margin on. Reading (on here) and learning some of the horror stories regarding being a "Trusted Partner" actively discourages me from selling any high value or low margin goods.
If selling FBM products, you have the issues with INRs and "damaged" goods and general fraudsters where there is very little protection.
If selling FBA products, you have the issues with fulfilment centres losing stock, not getting any "upside" when a customer purchases multiple units, paying for goods to be returned when a listing gets supressed, being penalised for low stock levels but being charged for long term storage for items that are slow moving, or any other reason whereby Amazon decide there is a problem.
For me, FBM is the lesser of two evils, I only sell goods that have a low cost price and good margin, so when I do experience the FBM pitfalls, it only hurts a little. I feel really sorry for the sellers who get scammed out of high value items and potentially lose £100's through single orders, but this is certainly not something I would want in my business model because even if you take all reasonable steps to combat the fraud, you still end up losing. I sell enough to cover the scams and losses to still make it worthwhile...... for now!
I had one product (I had around 20 units), which was clearly a drop shippers favourite, and I started getting problems from the first 5 orders (INRs, damaged goods with no photos etc.), a few I had to refund, but after each one I had to refund, I put the price up on the remaining stock to cover the losses, so ultimately, the future customers paid for the fraudulent activities of the others. This is clearly not customer centric as I was happy with the original margin and would have sold all 20 at the original price, but I was essentially put into a losing position without raising my prices on the remaining stock.
Seller_tHDZMh56pq7gX
I have been selling for around 14 months now. I don't have a specific niche, I generally sell anything I can make a margin on. Reading (on here) and learning some of the horror stories regarding being a "Trusted Partner" actively discourages me from selling any high value or low margin goods.
If selling FBM products, you have the issues with INRs and "damaged" goods and general fraudsters where there is very little protection.
If selling FBA products, you have the issues with fulfilment centres losing stock, not getting any "upside" when a customer purchases multiple units, paying for goods to be returned when a listing gets supressed, being penalised for low stock levels but being charged for long term storage for items that are slow moving, or any other reason whereby Amazon decide there is a problem.
For me, FBM is the lesser of two evils, I only sell goods that have a low cost price and good margin, so when I do experience the FBM pitfalls, it only hurts a little. I feel really sorry for the sellers who get scammed out of high value items and potentially lose £100's through single orders, but this is certainly not something I would want in my business model because even if you take all reasonable steps to combat the fraud, you still end up losing. I sell enough to cover the scams and losses to still make it worthwhile...... for now!
I had one product (I had around 20 units), which was clearly a drop shippers favourite, and I started getting problems from the first 5 orders (INRs, damaged goods with no photos etc.), a few I had to refund, but after each one I had to refund, I put the price up on the remaining stock to cover the losses, so ultimately, the future customers paid for the fraudulent activities of the others. This is clearly not customer centric as I was happy with the original margin and would have sold all 20 at the original price, but I was essentially put into a losing position without raising my prices on the remaining stock.
Seller_1U2xoyGE3Xvv8
It’s incredibly frustrating to deal with A-to-Z claims like this, especially when you’ve provided undeniable proof of delivery. Unfortunately, Amazon’s A-to-Z Guarantee policy prioritises the “customer experience” above all else, even when the evidence overwhelmingly supports the seller.
The statement in their policy regarding cases where the item is delivered but allegedly not received essentially gives Amazon the discretion to refund customers regardless of the circumstances. It undermines third-party delivery systems and seems to encourage dishonest claims.
To protect yourself from such scenarios, one solution is to use Amazon's "Buy Shipping" service. This shifts the liability to Amazon for claims like these. While it does increase shipping costs and potentially prices for customers, it can deter fraudulent claims and safeguard your seller account.
Using Amazon's Buy Shipping service in the UK is not straightforward. While Amazon readily accepts payment for the shipping label, arranging the collection - typically with DHL - is entirely your responsibility. The process is cumbersome and time-consuming, but it does offer protection against non-delivery claims. Scammers are often deterred from targeting sellers who make it clear they use this method of delivery.
Another approach is to raise a formal complaint to the Competition & Markets Authority (CMA) if you're in the UK. Amazon’s practices could be viewed as anti-competitive and worth investigating. If you suspect fraud, it would also be advisable to file a report with Action Fraud UK.
For high-value or low-margin items, it may be worth reassessing the risk of selling on Amazon versus other platforms or sales channels. Although these issues are incredibly disheartening, focusing on measures to minimise risk and documenting every step of the process can provide some level of protection.
Hopefully, Amazon will address this imbalance in the future, but until then, adapting strategies is the best path forward.
Best of luck!
Seller_1U2xoyGE3Xvv8
It’s incredibly frustrating to deal with A-to-Z claims like this, especially when you’ve provided undeniable proof of delivery. Unfortunately, Amazon’s A-to-Z Guarantee policy prioritises the “customer experience” above all else, even when the evidence overwhelmingly supports the seller.
The statement in their policy regarding cases where the item is delivered but allegedly not received essentially gives Amazon the discretion to refund customers regardless of the circumstances. It undermines third-party delivery systems and seems to encourage dishonest claims.
To protect yourself from such scenarios, one solution is to use Amazon's "Buy Shipping" service. This shifts the liability to Amazon for claims like these. While it does increase shipping costs and potentially prices for customers, it can deter fraudulent claims and safeguard your seller account.
Using Amazon's Buy Shipping service in the UK is not straightforward. While Amazon readily accepts payment for the shipping label, arranging the collection - typically with DHL - is entirely your responsibility. The process is cumbersome and time-consuming, but it does offer protection against non-delivery claims. Scammers are often deterred from targeting sellers who make it clear they use this method of delivery.
Another approach is to raise a formal complaint to the Competition & Markets Authority (CMA) if you're in the UK. Amazon’s practices could be viewed as anti-competitive and worth investigating. If you suspect fraud, it would also be advisable to file a report with Action Fraud UK.
For high-value or low-margin items, it may be worth reassessing the risk of selling on Amazon versus other platforms or sales channels. Although these issues are incredibly disheartening, focusing on measures to minimise risk and documenting every step of the process can provide some level of protection.
Hopefully, Amazon will address this imbalance in the future, but until then, adapting strategies is the best path forward.
Best of luck!
