About a month ago, a product was delivered to the customer and they requested a return. I immediately accepted the return request and uploaded the return label to the system. However, after some time, the customer opened an A-to-Z claim without ever contacting me. Amazon found me to be in the right and directly rejected the A-to-Z claim.

Perhaps frustrated by this, the customer then filed a complaint about the product’s authenticity, resulting in a policy violation on my account. I still haven’t been able to remove this violation, and it will probably remain as a black mark on my account for six months.

On top of that, the customer also left a 1-star feedback. Throughout this entire process, I was never able to contact the customer because their messages were closed.

I ask you, what is my fault in this situation? Despite appealing to Amazon multiple times, neither the 1-star feedback is removed nor the authenticity violation. Do you think this is fair? The customer pressed every complaint button without ever trying to communicate with me. Amazon, on the other hand, does not stand behind its sellers in any way. This is truly disappointing.

I agree that the customer is always right. However, it is a great injustice for us sellers to be victimized without even being given a chance to resolve the issue. I would expect Amazon to support sellers, even just a little, in situations like this. It is very sad that sellers remain this vulnerable on such a big and important platform.