Nefarious Seller Support Tactics
We recently had a removal order arrive that had 49 units missing and 12 units of a product that we do not sell inside.
I raised a case with seller support (3 weeks ago now) and they kept asking for the same information over and over again (LPN numbers, FNSKUs etc) which I provided.
As of yesterday I noticed that the majority of my messages have been deleted from the case log.
They then send a message:
'As I checked the details and we found no difference in the expected weight of what was removed and that was actually removed.
So as there is no missing units and it is not eligible for reimbursement as there is no difference in the weight.'
Absolute gibberish. What does this mean? They initially acknowledged that units were missing and we were sent random units as a switcheroo.
Really concerning that the majority of my messages with lists of missing FNSKUs etc. have completely disappeared from the case log.
@Ezra_Amazon @Winston_Amazon Care to comment?
0 replies
Seller_GK5kQEXpZI6fr
So they are now saying that because the 49 missing units weigh the same as the 12 units that they sent us that weight analysis shows no discrepancy in weight. Hence, no refund is required.
There is a significant discrepancy in the value of the missing items versus the random items they sent us.
They keep repeating the same thing over and over thinking this is ok.
Any advice?
Seller_76AUwmqvSyRIM
As I said many times to others, don't let it worry you. Without even thinking twice, send a letter before action by email to managingdirector@amazon.co.uk advising them that legal action will begin in 7 days if the case is not resolved to your satisfaction. Then, as is likely, take them to the Small Claims Court. Easy, cheap and nearly guaranteed a positive resolution if you are in the right and can support your case.
This is my standard action. Never failed so far.
Christine_Amazon
Hi @Seller_GK5kQEXpZI6fr
Can you please share the case ID with Seller Support, so I can take a look at your situation?
Christine.
