Dear @Seller_XUNeUuvrQDpgP@Seller_z3k8APxGfbQEK@Seller_gAhPNiLrkfTcr

Hope you all are doing well. We needed your help regarding some negative feedback the automated system denied, tried open a case but also no luck they got denied. Would really appreciate your help and support with these as they were not our fault.

Order number: 204-1879213-9048343

Customer said its the wrong colour, this is not true the barcode on the product is 816657026641 if you search this it matches the same as the ASIN B07J2NPH7K. We use a barcode pick system so its impossible for a customer label to print if we send the wrong product.

Order number: 205-1178281-5157110

Customer said we sent the wrong product. We sold 13 of these with no other complaints. Again like the order above, we use a barcode system so not possible to send the incorrect product.

Order number: 203-9061285-0621124

Customer said they never got this, the tracking is showing delivered before the estimated date and also they were refunded.

Order number: 202-2392050-6015551

Customer said not what they ordered, the EAN for this product is 5045252667361 if you search online you will see matches the ASIN B07CSDS9WR. We refunded them £18 and still let them keep the item as good will, big loss for us but resolved this in customer favour.

Order number: 202-0642959-0285903

Deliver by: Sat, 21 Dec 2024 GMT to Mon, 23 Dec 2024 GMT Royal Mail tried to deliver on Friday 20 December 2024 11:51 Delivery Attempted - No Answer Wolverhampton DO. A day before estimated delivery. Not our fault they are not available to take delivery, they are carded by Royal Mail post man, they could ask for re-delivery or collect the following day.

Order number: 026-7120814-3893905

Deliver by: Fri, 6 Dec 2024 GMT the Royal Mail tracking (OE860221916GB) shows this delivered. 02-12-2024 = 4 days before due date.

Order number: 202-2773830-6305962

Review says "Hi unfortunately I ddnt receive item but says delivered so had to place same order again? Would like refund on this one" you can check your system this is the only order they placed with us. The other must be another seller at the time with the buy box. For this order Deliver by: Wed, 16 Oct 2024 BST to Thu, 17 Oct 2024 BST - Royal Mail delivered 17-10-2024.

Order number: 026-3372023-5737105

No where in the listing does it say qty of 2. Title or image do not mention 2, images show just 1 lipstick and also the title.

Order number: 206-8862449-1436339

Customer says ordered 250ml. Listing and image both clearly say 100ml

Thank you kindly with your help and support with this.

Warm regards

Direct Beautique

Hello,

A customer placed an order with us to be shipped via "Next day" delivery option and paid an extra fee. The order shipped via Amazon Shipping , but delivered unfortunately after 4 days.

The customer contacted us the day they had to receive the order and complained about not receiving the order and we have issued a refund for the shipping fees.

After they received the order (as the tracking information indicates), they opened an A-Z claim. Amazon have granted the claim , however without a defect affecting the account. Although we appreciate there is no defect, we did not agree with the refund issued.

We have appealed the decision, but was denied.

Our argument was, why did they accept the claim and refunded the customer without asking them to return the order first?

We understand the order was not delivered in time, but why is Amazon allowing customers to keep the products , if delivered after the ETA has ended?

Thank you

Hi @Seller_XUNeUuvrQDpgP

This ODR was removed almost 4 to 5 days ago. I assume the right team finally reviewed it. Thanks to YOU. Could you please clarify what they found and why the ODR was removed? I’d like to understand the reasoning for future reference.

I’ve just reviewed my A to Z appeal history. I've appealed 20 times, and every single one was declined. Do you understand what that means? Twenty times, the persons reviewing my case failed to assess it properly, which resulted in significant wasted time on my end. Another example @Seller_sSkzzHms7Kxs6 The individual listed below is not fulfilling their responsibilities, which is causing significant issues for sellers.

In other cases, just like this one, no one ever responded. I tried to explain why we were issuing a refund after the customer claimed non-receipt, but no one acknowledged any of my messages. This is a serious issue.

Customers must communicate with us first to resolve problems; they shouldn’t bypass us and go straight to Amazon. If a seller is unresponsive, then yes, after 48 hours Amazon should step in. But in my case, I was actively trying to understand and resolve the issue, while the customer ignored my messages and Amazon still stepped in. This should not happen again.

Hi @intoTheWorld,

I'm Jona from Amazon.

I have checked your case and I can see that you have issued the refund to the customer. However, as the buyer did file a claim, the claim will still be included in your Order Defect Rate and performance metrics. The information you have received from the AtoZ Team is correct.

Best,

Jona

We've decided to stop selling in EU after Brexit so quiet sometime ago, recently I've discovered storage fees in 4 EU countries, because my settings only allowing storing my products in UK and we removed all EU selling programs from our account I did question seller support, however as usual no help, no answer or useless answers, however they've pointed many units of different SKUs all over the Europe......after 2 months they've decided refund all that stock, as they can't bring it back (how they were allowed to move that stock in the 1st place....), so I did ask for storage fees refund as well as I think it would be so clear and obvious but isn't all saga started again....copy and paste useless answers and absolutely not even Sorry to their obvious fault....any ideas how I can escalate this as I do have enough of time wasted with seller NOT support people???? Can you help @Seller_gAhPNiLrkfTcr???

i just don't know what to do - we sent a order out which we received all accordingly to standard procedure order sent out next day by the dispatch date and delivered to the customer - only for us to receive a message from customer 3-4 days after saying the item needs to be delivered at there new address - we explained item has been sent out days ago and to the address which is on the order invoice - but they were not having any of it as they did not have access to the old address - only to notice they opened a claim and it got granted - how is this possible - the chat and proof of delivery the address on the order sheet everything provided to the customer in black and white but clearly amazon never bothered going through the chat messages and the proof - i dont have option to appeal or nothing i think i have had enough maybe its time to close the business