Concerns About Amazon's Customer Service Program for Sellers
Hello,
I recently signed up for the program where Amazon provides customer service support for sellers. It was advertised as a way to protect sellers like me from "order not received" claims and potential scams, which sounded fantastic. However, since joining, I've noticed that Amazon's support team has been refunding buyers even when the tracking clearly shows the orders were delivered. This has been frustrating and feels contradictory to the protection the program promised.
Is this program truly meant to support sellers, or is it just another revenue-generating tool? I would appreciate clarification and insight from the community or Amazon representatives.
Thank you!
Concerns About Amazon's Customer Service Program for Sellers
Hello,
I recently signed up for the program where Amazon provides customer service support for sellers. It was advertised as a way to protect sellers like me from "order not received" claims and potential scams, which sounded fantastic. However, since joining, I've noticed that Amazon's support team has been refunding buyers even when the tracking clearly shows the orders were delivered. This has been frustrating and feels contradictory to the protection the program promised.
Is this program truly meant to support sellers, or is it just another revenue-generating tool? I would appreciate clarification and insight from the community or Amazon representatives.
Thank you!
0 replies
Seller_OvL8C4BJWiuS9
This program gives Amazon carte blanche to do whatever they want on behalf of you.
Seller_ZJHwHlIPQwHvS
How long have you been on Amazon? I would never use that program. Our customer service exists and is better than theirs. That program just allows Amazon to say yes to anything a customer asks for instead of sending you the customer message to be answered. Also, for "order not received" you can just use Amazon Buy Shipping on every order. When a customer then says "order not received" Amazon still tries to make the problem yours even though use of the Amazon Buy Shipping program protects your OTDR rate and is claims protected. Customer will say "order not received" or contact customer service at which point customer service fully knowing that Amazon Buy Shipping was used and they are responsible for reimbursing the customer will still message you instead of just reimbursing the customer as they are supposed to. Your response to the message should be that Amazon Buy Shipping program was used to fulfill the order and under the Amazon Buy Shipping program Amazon will resolve the delivery or "order not received" issue. At this point the customer will contact Amazon using this exact statement you gave them and then Amazon may or may not file an Atoz claim and you will get an email that states that Amazon has reimbursed the customer and this will not be counted against your metrics.
Seller_t8q5yo11DUOx5
When you use Amazon Buy Shipping to purchase your labels, you might be eligible to file a SAFE-T claim to get reimbursed if Amazon refunds a customer for an item that is not returned to you.
Alternatively, you could tell customers to contact Amazon directly for refunds on "delivered but not received" items. However, this can be frustrating for them. Amazon makes it difficult for customers who don't use a service like "Customer Service by Amazon" to reach an Amazon representative.
By using Customer Service by Amazon, you avoid dealing with these claims and are usually entitled to reimbursement as long as you follow Amazon's policies, such as purchasing the shipping label through Amazon Buy Shipping.
Seller_4HsL3GZbyDLea
Signing up for this program is worthless. Amazon will continue to steal from you to give to the masses.
There is no way anymore to get Amazon to keep their promises. Amazon does not care anymore about being an ethical and honest business partner.
