Amazon CS rep told A-Z customer he can keep my product for free after receiving it.
Regarding order ID 701-9788318-3445867, this order was delayed due to the Canada Post strike. The customer opened an A-to-z claim and won. After I confirmed the order was eventually delivered to the customer by the tracking information, I submitted an appeal. The appeal was denied for the following false reason:
The customer claimed an issue with delivery for their order and the tracking information is either missing or invalid. Per policy, valid tracking was required on this order.
Valid tracking WAS provided on the order, but the A-to-z team did not do their job to check it. I even provided the direct tracking link in my appeal. Anyway, I messaged the buyer letting him know that I saw my item was delivered, and asked him to cancel the refund to withdraw the claim. He contacted Amazon customer service for assistance with this, and he sent me this screen shot from his chat session, where the CS rep told him that he doesn't need to pay for the item, and to ignore me:
What gives this Amazon CS rep the right to tell the customer he can keep my item for free? If Amazon is fine with giving out their own products for free, that's their business, but I am not running a charity here. I have lost over $11,000 in refunds due to this strike, and my losses are mounting daily. Not to mention, Amazon has stripped the buy box from my listings due to the high ODR, which was all due to the Canada Post strike.
Can any of the forum moderators find out who this CS representative is and report them?
Also, can @Christine_Amazonor any of the other forum moderators reverse the claim decision on this order, since the late delivery was strictly due to the Canada Post strike, and the customer admitted to receiving the item and was willing to pay for it again, but then felt less obligated after this irresponsible rep told him he didn't have to worry about paying for it and he can ignore my messages?
Amazon CS rep told A-Z customer he can keep my product for free after receiving it.
Regarding order ID 701-9788318-3445867, this order was delayed due to the Canada Post strike. The customer opened an A-to-z claim and won. After I confirmed the order was eventually delivered to the customer by the tracking information, I submitted an appeal. The appeal was denied for the following false reason:
The customer claimed an issue with delivery for their order and the tracking information is either missing or invalid. Per policy, valid tracking was required on this order.
Valid tracking WAS provided on the order, but the A-to-z team did not do their job to check it. I even provided the direct tracking link in my appeal. Anyway, I messaged the buyer letting him know that I saw my item was delivered, and asked him to cancel the refund to withdraw the claim. He contacted Amazon customer service for assistance with this, and he sent me this screen shot from his chat session, where the CS rep told him that he doesn't need to pay for the item, and to ignore me:
What gives this Amazon CS rep the right to tell the customer he can keep my item for free? If Amazon is fine with giving out their own products for free, that's their business, but I am not running a charity here. I have lost over $11,000 in refunds due to this strike, and my losses are mounting daily. Not to mention, Amazon has stripped the buy box from my listings due to the high ODR, which was all due to the Canada Post strike.
Can any of the forum moderators find out who this CS representative is and report them?
Also, can @Christine_Amazonor any of the other forum moderators reverse the claim decision on this order, since the late delivery was strictly due to the Canada Post strike, and the customer admitted to receiving the item and was willing to pay for it again, but then felt less obligated after this irresponsible rep told him he didn't have to worry about paying for it and he can ignore my messages?
26 replies
Seller_rTAxflJvPFLKc
those CSRs are not being trained kinda crazy
Seller_xJx7vH6fvZFD9
The only thing Amazon customer service worry about is keeping their job by making customers happy, even to the detriment of sellers. Customer support is not held to the same standard that sellers are, and they often mislead customers which negatively affect their relationship with the seller. It is indeed unacceptable.
There is a difference between the ''FBM & seller guideline on Amazon'' and the fundamentals of any sales which is closely related to the law.
For example, if you deliver the order later than expected, and then the customer receives full refund from Amazon, yet still get the product afterward, Amazon does not cover you nor will they request the customer to return the product, as per their internal policies.
However, outside of Amazon, the customer loses legal rights on a product the moment he receives his money back. He should have refused delivery if given the option or call Amazon to reverse the transaction if he wants to keep the product. The problem is that some customers are also dishonest and will seek benefit from those loopholes.
More importantly, in this situation, this customer service agent is misleading the customer by saying ''you don't have to return the product'' which is very different from saying ''Amazon does not force customers to return the product, we step aside and let sellers handle those procedures''.
Technically, the customer has to return the product or pay back, that is how the system works.
Seller_BCsJXNkuO7q9e
The CSR did their job perfectly. Why do you think they didn't? Amazon told the rep to say this as they want to please one of their customers (the buyer) and not their other customer (the seller).
Seller_VWH3L8aWpXh3d
LOL what an absolute Joke amazon is; selling on here is impossible; they lost my order last week and I'm getting the run around
As i've said in past, NO ONE ENABLES AND ENCOURAGES CUSTOMER SCAM ON AMAZON LIKE AMAZON THEMSELVES; say you didn't receive something? no problem, say you got the wrong item and send back something cheaper and get an upgrade, no problem, amazon won't even check the return and just sell it as a used item for some other poor soul who will end up refunding it, and on and on.
Can't wait to see the forum moderators try to spin this one
Seller_caallP7mKW3KW
Kindly check and we want to take back the products or charge to customers.
I raised multiple request to investigate and charge back to customers but no luck on a to z team
Following are the order id want to pay via amazon for the products
# 702-5441653-8653022
# 702-7114182-4073863
# 702-5758637-6228219
# 702-3462191-6169807
even in my case amazon trained to buyers that if order is late then they will get it free like piza and cake I lost lot of money as my products are low margin and expensive.
Seller_NRzLWqz8jbm4A
Why were you shipping so much with Canada Post when a strike was imminent? Wouldn't it have been better to ship via another carrier, then you wouldn't have had any issues?
Jurgen_Amazon
Hello @Seller_rD9y4CJYcbySm,
Thank you for sharing this situation in the Amazon Forums.
I have escalated the interaction with Customer Service, they will take the required actions with the representative. In regard to your order, I have escalated this to the AtoZ Team, I will keep you posted as soon as I have an update.
Jurgen
Seller_KQFCaEzuosu3s
Whether or not Amazon has policies against this, but take the customer to collections.
When we ship product to clients, it is our property until we're paid for it. Whether there are delays or not, that does not dismiss someones obligation to pay for their order.
I don't think Amazon policy supersedes law.
