Flawed A to Z claims that allow scammers to scam
Oh Amazon. Always working in favour of the small business with your wonderful A to Z claim process. Today I have had a buyer claim a full refind for 2 item sent. The items were sent by Royal Mail tracked and signed service. Buyer received goods yesterday at 14.21pm. Signatire of the buyer on line for all to see. Yet Amazon have refunded them in full and I cannot appeal the claim. The A to Z has gone ‘in favour of the buyer’ and Amazon sent me an email stating ‘If you want to avoid these types of claims in the future, please respond to buyer’s communications as soon as possible to reach an agreement, if possible’. Oh but I DID respond to the buyer’s communications. I contacted them within 5 mins of receiving their email. They deny signing for the item but we all know they did…its there to see.
Why why why are Amazon allowing customers to blatantly scam marketplace sellers? How can they refund when there is proof of delivery plus signature and full tracking information?
Another A to Z…I’m doing well this week folks… Customer places order on the 2nd September. Order is delivered. On the 15th September customer emails to notify us that they have moved house and can we send their order to a new address? We reply by asking why it has taken them two weeks to notify us of this and no, we sent the order to the address they provided and if they want another item they have to raise another order or collect it from the address they gave us on the order! We checked this with Amazon and they confirmed we were correct in doing this. So customer then sends a barrage of emails asking where their order is…errrrr at the address you gave us? Try there! A to Z raised… money refunded to customer no questions asked even though we have proof they gave an incorrect delivery address and all of this has been sent to Amazon.
Oh… and why can’t we add attachments to our appeals on the A to Z page? I it because Amazon will then see that we have proof of scamming customers and will look stupid? If we appeal then surely we should be able to add documentation to support our appeal.
All in all not a happy person today. Small businesses are yet again unsupported by Amazon.
6 replies
Seller_gOlDFgS5Li5Jc
did you upload tracking information to amazon at time of dispatch?
Seller_bhSWqoVh7Pn98
Message Courier/ RM and ask them for GPS tracking and a reply in writing.
Ask them to contact the depot as well for more info.
Then screenshot all and see if any appeal works, or e/m the MD email with those screenshots as proof
Seller_NoMNQDGnEW5Bx
I lost an A to Z and then it was delivered the next day - late I admit but postal delays not mine - the customer has messaged to say she will happily pay for the items again but I cant find an option to sort that out. Tried raising a case but it was instantly closed because I’ve already lost the a to z. Any ideas?
Seller_l9gbdM0ARRFhp
The item was sent to Spain, not the UK so rules are diferent over there. The fact still remains that the customer signed for the item and is lying. If the item had been signed for by anybody else then a card would have been posted notifying of it being held in a safe place or with a neighbour. The item itself is small and can be posted through a letterbox so once again it wouldnt have been left in a safe place.
My issue is that Amazon have in that they refunded a customer and not even bothered to check with the seller about the situation. We contacted the buyer within 5 minutes of them contacting us about this issue so have not been complacent in our communications with the buyer/scammer. Amazon should not be able to refund money until evidence has been submitted to them…but hey…you cannot do this on the appeal form as you cannot add attachments and you cannot raise a case because it gets rejected on the grounds that it needs to go through the A to Z appeal so once again the seller is left struggling to validate their claims and scammer buyers once again can buy, sign for, and get their money back without any hassle.
My claim is currently ‘under review’ by Amazon. Just log into the Royal Mail website Amazon! I’ve done the work amd semt you the link…this could be resolved in minutes but Amazon really do not care as I’m not FBA and they are not making maximum money out of me so they continue to make life difficult as a marketplace seller in the hope I’ll relent and FBA my stock. No chance.
