Customers don't receive shipping info / ready for pickup

Hello!

Nearly all of my orders are returned to my office because the customer is not picking them up from the service locations. They complain to amazon, amazon refunds the orders without any chance of me to help and everytime I investigate those orders, the shipping shows that it was delivered to the service point OK but 3 weeks go by and the service point returns the item because the customer didn’t pick up.

I spoke with customers and they have all informed me that they are not receiving any info or guidance that the shipments have arrived ready for them to pickup.

I am checking with the shipping provider and they are sending notifications almost daily. The logs also show that emails are failing. So presumably Amazon is blocking the communication to the customer and this is why customer is under the impression nothing has been dispatched to them.

Naturally of course, I’ve had no support from Amazon, useless canned responses and my so called Account manager does nothing but try to sell me FBA. So I’ve withdrawn my products from amazon as I just can’t trust the platform anymore, it has cost me financially and caused a lot of collateral damage to my startup.

Any experiences like this?