ASIN Quantity changes and aggressive customers
Today seems to be the day for aggressive keyboard warriors!
We sold and MF an item on 29 March. We received an INR enquiry on 12 April. Checked the tracking and used our standard reply with a link to the RM tracking showing it had been delivered.
Today we get this lovely message:
Don’t try it with me!! I had an order from [other seller name redacted] for 4 bags of Peckaballs & they tried to get away with sending me only 2x 1 Kg bags but I contacted them by phone & they sent me another 2 bags via Hermes,which I was entitled to. I have had nothing from you via Royal Mail. The person that delivers Royal Mail parcels in this Village is my next door but one neighbour & she knows that if she had delivered a 4 Kg parcel to me, she would have remembered it. I will contact Amazon by phone tomorrow & see what they have to say about it., after I have done that, I will contact Royal Mail to find out where my delivery is or if there is a parcel at all. 4x1Kg bags of Suet to Go Peckaballs with mealworm is what you owe me or a full refund.
We don’t manufacture the product and didn’t create the ASIN page, we simply linked to it - as you’re supposed to.
Here’s the Google cache for the ASIN as it was when we linked to it: https://webcache.googleusercontent.com/search?q=cache:WkB5IkskVHMJ:https://www.amazon.co.uk/Suet-Go-Peckaballs-Mealworm-1kg/dp/B00VV8TD26+&cd=1&hl=en&ct=clnk&gl=uk
Pretty clearly 1 x 1kg: 1kg in the title, quantity 1 in the technical details.
The ASIN as it stands now: https://www.amazon.co.uk/Suet-Go-Peckaballs-Mealworm-1kg/dp/B00VV8TD26
The ASIN has gone through a significant change. There is absolutely no notification of any changes. There is no report which you can run which shows you the changes which have taken place, or that the ASIN has been altered.
Amazon glibly tells us that we’re responsible for checking that we’re sending the correct items out and that the page is accurate. How are we meant to do this? They’d get very grumpy very quickly if we were to programatically scrape all of their precious content in order to compare it for changes.
If you make a sale and have to cancel it because the page has been altered without notice, you’re penalised.
With 7811 active ASINs (with others which are inactive that we’re waiting for stock) What are we supposed to do? We cannot eyeball all of those ASINs looking for changes.
Amazon’s stance is not reasonable nor is it acceptable.
0 replies
Seller_EHYOwAkoZV3Hb
I really feel for you and delighted that I am not in the same position regarding sellers changing details so dramatically.
But I’m also at a loss as to what the issue is:
Is the customer claiming INR or the quantity received?
Seller_W7ArXibIV7IXM
I have had quantity changes after I have listed with no reference or indication to me. I listed 1 as the quantity at the listed price and then found an order that claimed 4 lamps/bulbs per 1 …Fortunately it was something I had and bit the bullet and sent 4 for the order of 1 but repriced the item as a pack of 4. It may be back to 1 now and grossly overpriced!!!
Seller_JMmsLxkyvyLAZ
As hard as it is to accept, at the time the customer placed the order the product page clearly stated ‘4 items’ and we all know that Amazon will side with the customer regardless of the cause. You will have to bite the bullet and send the customer 4 x 1kg bags or attempt to fight it and end up with an A-Z claim and losing.
Seller_0guzAqgkNn0iH
It’s just too easy for one seller to change the catalogue to match the item they’re selling, which then leaves other sellers high and dry. With books I am constantly finding changes which leave me offering the “wrong” item in terms of publisher, edition, binding, image etc. Even book titles are changed on occasion. A pre-dispatch check of the actual item you’re selling against what is printed on the dispatch note is essential. At that stage at least you have the chance of contacting the customer, explaining the situation and/or cancelling the order.
Seller_k07x09wX75QDZ
This has happened to me on several occasions, some customers are reasonable but sadly some are not.
If your customer is only disputing the quantity not the delivery they could always return for a refund
Seller_vNCdEuSLXp4kY
This is wrong on so many levels , i have also had this in the past where someone changes either images , description or other notes to what they are selling , then they list their itme at a much higher price then ours but ours sell due to the price on the original item.
Surely if someone changes a listing and you have an active or even inactive listing matching it there should be some form of notification system from Amazon to tell you its been changed. Its completely wrong , i understand some udpating catalogues but when newer sellers do not understand why making it unique to them is wrong that’s just plain annoying and damaging at same time.
There must be better solution to updating catalogue then we have currently.
Seller_HIYyX0TYi2vYz
We see this issue often and unfortunately with no warnings. We are convinced they are done in bulk upload by either an in-experience seller or just someone plain crazy who does not check the changes they are trying to implement. Maybe it is sabotage by Amazons own bots?
The best one we had was a load of children’s costumes that a seller changed descriptive bullet points to:
-
36
-
Months
It takes time for us to resolve and I don’t understand when we go to change amend the listing we can rarely do it via the edit page and needs involvement from Amazon by raising queries via the customer services product page and providing additional info. Amazon should monitor this better and at least provide warnings to those who are listed on the page. They seem to be quick enough to tell you if the product is in violation or there is a price error by a performance notice. This is where eBay is better as no one can mess with your listings eliminating the chances of the buyer getting something the buyer didn’t want because someone has been messing.
Seller_OPIGLOYfyTIdQ
Actually you can mess with this as a buyer logging in as a seller and then altering titles
and after that buying those items. Its a mess.
Seller_nvADPpjZqpzC3
Please stop defending other posters errors and trying to justify their mistakes to me, they’re capable of defending themselves if they feel I’ve got it wrong.
Your hearsay is pointless, lets stick to facts please.
Seller_xUKHc5xSYJmI4
Hi
It appears to me that the product bullet points have been changed to say four packs and a new image has been added. We have had this issue before where someone changes the product information and even adds new images then another person places the order just to make a drama about the order sounds like what has happened in this instance.
