BUYER'S CANNOT ALWAYS BE RIGHT IN MAKING COMPLAINTS FROM A-TO-Z.
Dear Amazon Team,
702-2924426-9895425
Customer issue: Package not received
We are writing to discuss a customer complaint regarding our account from A to Z. This situation has caused financial loss and negatively affected the health of my account, making it completely difficult for us to sell on the platform. (Due to ODR)
Before the product was delivered, we sent a message to the buyer informing them that there would be a delay due to the busy shipping companies. We provided this information in a timely manner to inform the customer about the order status.
Despite our best efforts, the response I received from your team showed that the buyer's complaint was justified. It was also stated that I should have informed the buyer about the delay earlier. However, we had already sent this message about the delay before the product was delivered.
As a result of this situation, the buyer was given a full refund, which caused a financial loss for us. Furthermore, the negative impact on the health of our account has completely prevented us from selling on Amazon, and we lost the buybox.
We kindly ask you to reconsider this situation and consider the impact of informing the recipient about the delay. We believe this information is important to understand the context of the complaint.
Thank you for your interest in this matter. We appreciate your support and look forward to your resolution.
Best regards,
BUYER'S CANNOT ALWAYS BE RIGHT IN MAKING COMPLAINTS FROM A-TO-Z.
Dear Amazon Team,
702-2924426-9895425
Customer issue: Package not received
We are writing to discuss a customer complaint regarding our account from A to Z. This situation has caused financial loss and negatively affected the health of my account, making it completely difficult for us to sell on the platform. (Due to ODR)
Before the product was delivered, we sent a message to the buyer informing them that there would be a delay due to the busy shipping companies. We provided this information in a timely manner to inform the customer about the order status.
Despite our best efforts, the response I received from your team showed that the buyer's complaint was justified. It was also stated that I should have informed the buyer about the delay earlier. However, we had already sent this message about the delay before the product was delivered.
As a result of this situation, the buyer was given a full refund, which caused a financial loss for us. Furthermore, the negative impact on the health of our account has completely prevented us from selling on Amazon, and we lost the buybox.
We kindly ask you to reconsider this situation and consider the impact of informing the recipient about the delay. We believe this information is important to understand the context of the complaint.
Thank you for your interest in this matter. We appreciate your support and look forward to your resolution.
Best regards,
0 replies
Seller_xJx7vH6fvZFD9
1) You said there was a delay. Was it only due to the carrier? Which carrier did you select, is it integrated?
2) What team? The A-to-Z team?
3) If the order was delivered late, did the customer contact prior opening A-to-Z? In the case he contacted you, you should have immediately offered a prepaid label to return the order at your cost.
We kindly ask you to reconsider this situation and consider the impact of informing the recipient about the delay. We believe this information is important to understand the context of the complaint.
You have the obligation to deliver the order within the expected delay or take back the product at your cost. Was this offered to the customer?
Seller_KHK30Pgsseg7x
The customer is not always right, but that doesn't seem to matter. I had a customer say they didn't receive a watch, then they said they did receive it but it doesn't work. I had them return it. They did an A-Z claim. This all went against my store. I received the watch back and it works perfectly. I tried to appealed but it didn't matter. So now my store is at risk of being deactivated. Yea, the joys of selling on amazon. Funny thing is I sell on two other platforms and I have 100% customer satisfaction.
Ricardo_Amazon
Hello @Seller_WcPxVgxzuuFOU,
Ricardo from Amazon here.
I'd like to inform you I have reached out to our A-to-Z Escalations team, asking for a review on this transaction.
Once I receive a response I will be letting you know.
Seller_vBC04dscooF2U
A TO Z=FREE
Its not Amazons money, so why not refund everything and for no good reason
Seller_jbBO5fX554s05
If a customer opens an A-Z claim it basically just means we buy the product for them, pay amazon their fees and eat the cost,
Remember, amazon gets a happy customer AND the fees from you
they don't care about you at all so you aren't part of this calculation
I had a customer 2 days ago say they didnt get their item when we have a photo of the package at their door and a delivery confirmation from fedex.
guess what, amazon gave it to them for free! I pay the fees, I get the ding on my ODR and i get to go (you know who) myself.
this will never change. We have removed everything over 200$ off FBM because of the frequency of scammers
