How to talk to Amazon seller customer service?
Hi there, I sold a watch on amazon and the customer pretended that it was not like advertised for. Amazon automatically sided with her and didn’t wait for my replies. Now they reimbursed her 1200gbp and the customer stopped replying and essentially kept the watch for free. The process is totally biased and unfair. How can I get the money or the watch back ?
Seller_BS5lg2keRs2QO
I think this thread probably has had about 120 posts more than it really needed. OP has asked for advice and been given copious amounts which they can ignore or act on as they deem fit. Perhaps it’s time to call it done and wait for OP to post an update when something else happens.
0 replies
Seller_gOlDFgS5Li5Jc
fbm or fba? did they message you? did you reply ? did they open an a to z? did they open a return request? if so did you accept it ?
Seller_E9XVLLOgI8NqU
thanks for your reply. what is fba or fba ?
yes, I did message and I did reply. The comments were not true. Customer claimed that watch was not new but the watch new and still under warranty. I also had no guarantee that I will get the watch as I sent it. I refused the reimbursement claim. They opened a to z and amazon automatically accepted it and I got nothing, neither the money nor the brand new watch worth 1540 gbp that I was selling for 1200gbp.
Seller_NoMNQDGnEW5Bx
can I suggest you read through the seller university before you sell anything more… Seller University (amazon.co.uk)
I take it you’re a registered business with HMRC and Amazon?
Seller_sFEUMUfeW5484
As already mentioned, you should have accepted the return request. However Amazon should not just refund the buyer, I know that’s the policy but Amazon shouldn’t just do this, especially with such a high value item. There has to be a better way.
Seller_NoMNQDGnEW5Bx
Perhaps another option is to email the MD with the details, admit you made a mistake in listing it however saying that clearly the customer has the item and that its not right that you have lost out as it should have been a return for not as described?
Seller_6sxtIS0RbZ5k7
I agree that a letter before action should be the first port of call, is there any way you can put a hold on the Small Claims Court action until she has at least had a chance to respond?
Seller_sFEUMUfeW5484
If she “stopped” replying then it’s fair to assume she had started replying in the past.
Seller_7VbclcPFFRTnc
OP needs to check if it was an Amazon Funded or Seller Funded refund on the a-z
Seller_sFEUMUfeW5484
Here’s how I see it. Amazon are a global company. A seller, no matter how inexperienced shouldn’t be able to make an error that costs them over £1000.
Especially when (it appears) the only error was not immediately authorising the return request.
I’m pretty sure that if Jeff was to see this himself, he would agree.
Seller_E9XVLLOgI8NqU
Hi all, Thanks again for your suggestions. I am sorry but I will not be able to answer the other questions since I started an (online) Small Claims Court action starting today as suggested by one of you. I never thought I would reach this point but it seems to be the safest way.
Thanks again for your inputs. Feel free to continue discussing about this case since I am sure that it will help other sellers on Amazon.
