Product Authenticity Complaint for an UNDELIVERED item
Two days ago, a customer contacted me stating they had not received their order. After reviewing the tracking information, I found a proof of delivery indicating the item was delivered to the customer's doorman. However, the customer claimed that this was not their building and that they do not have a doorman. I promptly issued a full refund.
Up to this point, everything was handled appropriately.
The following day, the same customer—who previously stated the item never arrived and was fully refunded—filed a claim questioning the authenticity of the product.
If the customer did receive the item, I request a full refund of the amount I refunded to them. On the other hand, if they didn’t receive the item but are still filing a complaint about the authenticity of the product, I ask that my account health be restored.
ORDER ID: 701-6956870-0313038
20 replies
Seller_zm4KwJ6lkYiT2
Hello,
Unfortunately, the same situation occurs with me. As far as I read in the Seller Forum, there is a fraud method between Walmart and Amazon. Walmart sellers buy the products they sell from Amazon sellers like us, and then they say they have not received the product and open A-to-Z. Afterwards, I guess they complain about the product being fake. Unfortunately, I have been trying to fix this situation for about 1 month. My account has been suspended for 1 month. I hope they will understand this problem and solve the problems. I HOPE :(
Seller_d6hL1SYMzKQO5
Since I couldn't find a way to contact to account health specialist team, I had no chance but to accept that I was wrong to be able to remove the violation from my page. I tried maybe 50 times to contact the team. Unfortunately I couldn't. The customer clearly states that he didn't recieve the item. Also he says that he didn't file any claims. All he wanted was to get a full refund, which I already did. So who filed the claim?
Seller_nBUcRErQhJ4JW
Look and see if your product is duplicated on Walmart.
See this thread
Customers lie and some are not very good at it.
I never received the product but the product I never received is not as described.
Seller_Sram36TnVt73c
So, exactly how were you made aware the product had an authenticity issue? Why were you not able to prove authenticity instead of admitting guilt?
Was this an item Amazon is also selling?
Seller_R2dP7Hunjcdj0
That is where you made your mistake. You Refunded out of Amazon Policy.
If you purchase postage using Amazon Buy Shipping and shipped On-Time as scheduled by Amazon (meaning the first physical scan of the Carrier made before ship-by window closes), then if a Buyer contacts you and claims they did not receive the package, you simply direct them to file an A-Z Claim for the order. You would have been protected.
If you do NOT follow these steps, you are leaving yourself wide-open to any and all Bad Actors who recognize the opportunity to get something for nothing.
Once you gave them the FREE product, I guess they decided to Mess with you even more?
You SHOULD be able to successfully defend this Complaint by providing the Wholesale Invoice proving the purchase of the NEW Inventory. This is also a GREAT reason to photograph all outgoing orders to prove Condition when shipped.
Good Luck on getting Satisfaction with your choice of Amazon A.I. 'bots or an actual Human in the third world who has ZERO authority to resolve ANY actual issues).
Seller_pTj1n4z2Twkii
Following this thread/post to learn more about it.
Dominic_Amazon
Hi @Seller_d6hL1SYMzKQO5,
Dominic from Amazon here, happy to try to help with this! Can you please provide me with the case ID? I would like to escalate on my side.
Best,
Dominic
Seller_b1c09w5J7PVFI
I've had the same problem. I am sooooo tired of Amazon allowing buyers to lie and scam long time Amazon sellers who have great track records selling on Amazon. AMZN won't listen to reason. They reply with scripted answers. My account is currently suspended because a buyer claimed I sold them a fake Hallmark ornament. The ornament is from 2012. I have sold 100's of them over the past twelve years with ZERO complaints but all of a sudden because this one of liar (who buy the way, got a refund and kept the ornament), they have shut down my seller account.
Seller_WtOwWhtSrFjva
You did not follow Amazon policy.
You never issue a refund.
You have them file an A to Z claim.
Once you issue a refund, Amazon will not help you with any issues.
You need to go back and study the policies because you clearly do not understand them.
