Amazon’s systemic conflict messaging Business customers to arrange Heavy & Bulky orders
Has anyone else encountered problems with the Heavy & Bulky program’s arranged delivery feature?
This feature specifically requires the seller to contact a buyer to arrange delivery. However in the case of business buyers Amazon removes the email address and replaces it with a no-reply-amazon-iba-buyer Amazon email address.
If there is no contact telephone number Amazon seller support advises raising a case on Seller Support. When we do this we are advised that the matter has been forwarded to the IBA team and seller support will get revert to us when they hear from the IBA team. IBA never respond and we end up having to attempt delivery without first making contact with the customer which is contrary to Amazon's requirements.
This isn’t a seller compliance issue - it’s a system limitation preventing Amazon’s own program from functioning. We have raised 2 separate cases and a month later have not received a response on how to be compliant with business customers on the Heavy & Bulky orders program.
Amazon’s systemic conflict messaging Business customers to arrange Heavy & Bulky orders
Has anyone else encountered problems with the Heavy & Bulky program’s arranged delivery feature?
This feature specifically requires the seller to contact a buyer to arrange delivery. However in the case of business buyers Amazon removes the email address and replaces it with a no-reply-amazon-iba-buyer Amazon email address.
If there is no contact telephone number Amazon seller support advises raising a case on Seller Support. When we do this we are advised that the matter has been forwarded to the IBA team and seller support will get revert to us when they hear from the IBA team. IBA never respond and we end up having to attempt delivery without first making contact with the customer which is contrary to Amazon's requirements.
This isn’t a seller compliance issue - it’s a system limitation preventing Amazon’s own program from functioning. We have raised 2 separate cases and a month later have not received a response on how to be compliant with business customers on the Heavy & Bulky orders program.
6 replies
Glenn_Amazon
Hi there @Seller_FZpMgdGVVfrWm,
I'm sorry you have had difficulties with your Heavy and Bulky Orders. If you provide your most recent Case ID on this issue we can review to see what escalation options we can provide. Thank you for your understanding.
-Glenn
Seller_FZpMgdGVVfrWm
Hi Glenn
The 3 open cases are 12122786662, 12121408242 and 12198995292.
We were told by Seller Support to message buyers via them. However, they just forward the message to the IBA team who, as far as we can ascertain, just sit on the message.
Communication with the buyer has ground to a halt!
Jati
Glenn_Amazon
HI there @Seller_FZpMgdGVVfrWm,
Thank you for reaching out with your details. We are currently investigating with our internal escalation team to determine if there are options regarding this issue. As soon as we have updates we will reach out to you here. Thank you for your understanding.
-Glenn
NR_Amazon
@Seller_FZpMgdGVVfrWm Hey there! I wanted to follow-up here that the escalation team has created Case ID 12285544582 on your behalf, and will provide an update through that case once they receive an update from the partner team.
Thank you!
NR_Amazon
Seller_FZpMgdGVVfrWm
Unfortunately the escalation team have been unable to be helpful in this matter.
I am being told to do one of the following:
a) refrain from self delivery and use a carrier,
b) not sell to Invoice by Amazon customers
c) reach out to each customer by raising a separate case for each delivery and hope that the IBA team will reach out to the customer, though to date I have not had one response to this and have wasted a lot of time.
Oh and the good news Amazon are optimistic they may have this matter resolved by the end of the year!
Glenn_Amazon
Hi there @Seller_FZpMgdGVVfrWm,
I'm sorry you are disappointed with this outcome. At this time the escalation team has investigated to see what options could be offered and these were the only options available. However the specifics of your experience and feedback have been directed to internal leadership. We won't be able to provide updates but it will be under review with the correct teams. Thank you for your understanding.
-Glenn
