A to Z claims and Feedback system is totally broken! Thinking to quit Amazon...
I am really tired of getting A to Z claims closed AGAINST myself although I have done nothing wrong. All feedback, no matter if they are wrongly left, just LIES or buyer`s mistake will NOT be removed. I am really discussing with my partner if it`s about time to quit Amazon and focus only on my own website.
P.S. Here are some examples: A buyer opened a return case asking for the product to be returned. Without contacting me, after some time Amazon directly opened an A to Z claim without the buyer nor Amazon to contact me before that and let me know there was a problem... I decided to issue a full refund and of course, A to Z was decided against my account and I`ve got a defect.
This is not the first time something like that happened. Last week a customer contacted me asking to return a product, because HIS CHILD broke it and I accepted it, 1 hour later an A to Z was opened and of course, after I issued a refund I`ve got a defect...
Several weeks ago, a person contacted me saying that the product has been delivered to his door but it`s been stolen and guess what? Amazon issued a full refund of course....
Example of negative feedback: The buyer stated this: This item was received in a bettered and torn box and, quite honestly, I believe it was secondhand.
The condition of the offer that I have put is that: Condition: Used - Very Good
Condition note: Open box. Little or no signs of use. The item may need new batteries
I am really tired of dealing with this broken system. I know Amazon wants to be the most customer-centric company in the World, but if they want, they should cover the buyers and their own mistakes. Unfortunately, only the 3rd party sellers are ''paying'' the bill...
18 replies
Seller_7qmuyqtmPDlJz
If you refund an open A-Z you will always get a defect as this essentially accepts responsibility.
If the A-Z is regarding on open return you can reply to Amazon on the A-Z and ask them to advise the customer that they must return the item for a refund. Amazon will usually close the claim, sometimes refund it from their own funds with no penalty. However this doesn't stop the customer leaving negative feedback.
Seller_rQ9r2i3hvVU49
You just need to price it in.
Amazon wants to provide this customer-centric approach and that's fine - the customer has to pay for it. Just like with 'free' delivery and 'free' returns.
Most of our items have the highest prices on Amazon and a lot cheaper on our own website and eBay.
Amazon imposes these huge selling overheads - all we can do is price them in!
Seller_PU8ypkNZEJU9p
I was going to ask a question here. I have had a A-Z Claim today against me where the item was delivered (Tracking Added) They bought on the 22nd April with est delivery 26-27th There was multiple attempts to deliver between 23-24-25-26 but there was no answer from the Customers Door, Issues getting to the address. it was Finally Delivered (After many attempts to contact the Customer, and no reply from her) on the 14th May. A claim has been opened today and closed against me.
To clarify I made multiple attempts to contact the buyer on the 23/24/25/26 April for help and advice on how to get this delivered and was ignored. Once she responded we got the item delivered the next day, and then a Claim was opened and closed against me
Currently appealing it but whats your thoughts here? If its that easy to claim then why am I not buying £500-£600 items from Amazon making it tough for the Courier to gain access to my house then opening an A-Z Claim once it's delivered late (My Fault) Makes no sense! (Obvz i'd never do that btw)
Any help here or clearing it up i'll be really grateful
Seller_0BTOhR5xfjfUq
To be honest the only real solution is to focus on your own site. Amazon A to Z claims are virtually pointless replying to now as the result is always the same, even with full tracking, it's like talking to a brick wall.
We haven't left Amazon yet, but certainly don't 'pay' to promote listings (isn't that Amazon's sole purpose?). We spend that money on marketing elsewhere for our own site and have never looked back.
Shame as Amazon used to be really good, but it's fast becoming a bit of a dinosaur with seller protection virtually non existent and absolutely flooded with cheap rubbish from China sellers with no quality control.
Seller_29AF2b8VJNr8z
I totally agree with you. I think a lot of the problems are caused by Amazon themselves. I have a thread of my experience on the forum, I decided to go through the feedback removal process outlined in the help page. It doesn’t actually work as described which causes buyers to “give up” trying to remove the feedback even when they want to. I think with A-Z claims it’s not made clear to the customer that they are opening a claim against the seller. Many customers threaten you with negative feedback and claims as well and many customers think feedback is the messaging system. I’ve even had feedback for items I don’t sell which is obviously for other sellers.
I sell a lot in the EU. Sending products to the EU from the UK is filled with delays and customs errors. The most common error is charging the tax collected by Amazon through IOSS to the the customer as well (along with an extortionate administrative fee for assessing the tax which was previously collected) of course you will get negative feedback and claims but how can Amazon hold these type of issues against you?
@Ezra_Amazon
@Jessica_Amazon_
Seller_lHoPNNfn6QD7X
My friend, I understand you may be frustrated but remember, "YOU CAN'T CHANGE AMAZON, AMAZON CAN CHANGE YOU", meaning the moment you quit you are conditioned by amazon to be a loser a person who gives up, "IT'S NOT ABOUT HOW HARD AMAZON HITS YOU, ITS ABOUT HOW HARD THEY CAN HIT YOU". The moment you give up will be the moment you are bolted down and you will stay, you will stay behind us...
NEVER QUIT!!!
Seller_ovMH8VuyV3OaR
I feel for you and all the other sellers including myself who suffer the same fate by the useless incompetent fools in Seller Support , i have contacted the manager John Boumphrey but he just passes the problems back to Seller Support and once again nothing gets done , i have just lost my son recently in a sudden tragic accident so i can do without the extra hassle but have you and other sellers ever thought about going to social media and programmes like BBC Rip Off Britain , Dispatches , The Tonight Program , as i know some Investigative Journalists are doing their own investigations into Amazon at the moment.
Hope this helps and good luck if you succeed , i wish i could help more but i need to put my girlfriend first at the moment and sort out my own head.
Best wishes to you all
Seller_y729ioGfOm0lt
Hi,
Our company has been selling account on Amazon since 2013, and I assure you that it is becoming increasingly difficult for sellers. The solution is for all sellers to form a community on Facebook or another platform. We can then sign a petition and send it to the managing director. I am confident that they will review it and help us resolve our issues.
Seller_n14TaUw4i3BdW
Thanks to everyone. It looks like we are all in the same boat and this will be impossible to change.
