I am deeply disappointed with Amazon's handling of A-Z claims
I am deeply disappointed with Amazon's handling of A-Z claims, which has had a severe impact on my business.
The customer claimed there were missing parts and defects in our e-bike, which requires self-assembly, leading to confusion. We promptly engaged with them, provided detailed instructions, and even requested photos to resolve the issue through replacements or reimbursements.
For any seller, it's crucial to receive the returned product, especially one valued at 730 CAD, before issuing a full refund. Despite offering multiple solutions, the buyer refused to cooperate and consistently threatened us with negative reviews, A-Z claims, chargebacks, and demands for a free replacement bike. This behavior is far from what is expected from a reasonable customer.
Accepting such an A-Z claim without substantial evidence and customer cooperation only encourages malicious behavior and deteriorates the platform's business environment. Upholding claims without proper evidence sets a harmful precedent for sellers striving to provide excellent customer service.
I am deeply disappointed with Amazon's handling of A-Z claims
I am deeply disappointed with Amazon's handling of A-Z claims, which has had a severe impact on my business.
The customer claimed there were missing parts and defects in our e-bike, which requires self-assembly, leading to confusion. We promptly engaged with them, provided detailed instructions, and even requested photos to resolve the issue through replacements or reimbursements.
For any seller, it's crucial to receive the returned product, especially one valued at 730 CAD, before issuing a full refund. Despite offering multiple solutions, the buyer refused to cooperate and consistently threatened us with negative reviews, A-Z claims, chargebacks, and demands for a free replacement bike. This behavior is far from what is expected from a reasonable customer.
Accepting such an A-Z claim without substantial evidence and customer cooperation only encourages malicious behavior and deteriorates the platform's business environment. Upholding claims without proper evidence sets a harmful precedent for sellers striving to provide excellent customer service.
10 replies
Ricardo_Amazon
Hello @Seller_B4Dh6mV9EvmSc,
Ricardo from Amazon here.
I couldn't agree more. I know there are buyers abusing the system. You went above and beyond for this customer and still they are taking advantage.
I have filed a report violation to this customer, and I'm reaching out to the A-to-Z team to see if there is something we can do in your situation.
As soon as I have more information on this, I will be reaching back.
Seller_VXA2aspMqpZ4o
Couldn't agree more with your position and handling of the situation with this customer. The fact the A-Z claim was granted is unreal! We have had numerous situations such as yours. A-Z is so unfairly skewed to the buyer that it is attracting more and more scammers forcing honest sellers to re-evaluate whether it is worth it selling on this platform at all.
What amazon fails to understand is that the longer they permit these scammers to go unchecked it only affects their honest customers. As we sellers continue to have to deal with this insane A-Z policy we have to increase our prices in order to compensate for unfair A-Z losses.
Good Luck!
