Buyer left a negative feedback attempting to get refund for item.
The buyer messaged me saying "Item was missing a part", that they were furious and wanted an instant refund without a return.
They left a negative feedback.
I wrote them and asked for pictures, even called them. On the phone they changed their story and said the item didn't work.
I asked for pictures of the item. They sent pictures that showed a small string of glue on the cable and the item was clearly complete and exactly as described. There isn't anything wrong with the item, they are using the negative feedback to pressure me to give them a refund as they keep the item.
Any way of reporting this customer? I'm sure they do other sellers the same way.
And having this feedback removed?
4 replies
Seller_aV1Bh32hE0KND
When this happens, the best course of action is to provide the buyer with return instructions and let them know that once the item is received, you will process the refund per Amazon policy. You are under no obligation to refund without a return.
Just an FYI, the buyer is under no obligation to send you photos.
You need to be very careful; calling customers is against Amazon policy and can get you into a lot of trouble. The (internal) phone number on the order with the code is only to be used to schedule a delivery or service call.
➔ Communicate with buyers using the Buyer-Seller Messaging Service: Buyer-Seller Messaging is the only approved method for communicating with buyers on Amazon.
➔ Selling policies and seller code of conduct: Do Not contact customers except through Buyer-Seller Messaging.
Failure to comply with these Communication Guidelines may result in Amazon limiting proactive Permitted Messages to Amazon’s templates or a suspension of selling privileges in Amazon stores.
Any way of reporting this customer? I'm sure they do other sellers the same way.
And having this feedback removed?
➔ Report a Violation: Sellers can use the Report option located under the message in Buyer-Seller messaging, although it is unlikely Amazon will do anything. To report an abusive message sent by a buyer, please use Buyer Messages.
➔ Request removal of feedback: You can request that the feedback be removed, but it's a long shot. It must qualify; View ➔ Can Amazon remove buyer feedback for the criteria.
Important: Requests for feedback removal can only be made via Feedback Manager, and usage of any other channel to request the same may potentially result in the deactivation of your selling account.
