$1000+ Fraud. Amazon sides with the customer.
A customer has ordered a large item from us, which was being shipped by freight. The order amount exceeded $1000.
The order was shipped 2 days late as we were waiting for the customer to provide a valid phone number (a must for freight shipments)
On 5/30, the customer has scheduled a delivery appt for 5/31.
Once they received the shipment, they filed an A to Z claim claiming that the package did not arrive.
Amazon has immediately issued a full refund, without asking us for any documentation confirming delivery (we have a Bill of Lading signed by the customer upon delivery). Amazon did not require the product to be returned.
Our appeal was rejected by Amazon, even though we provided proof of delivery. The reason provided was that the item was delivered late.
In this case, the customer has knowingly scheduled a delivery appointment, accepted the shipment, and then falsely claimed that they didn't receive the item. The customer committed felony/credit card fraud and ended up keeping our funds and our product.
Can any mods assist in getting this A to Z decision reversed?
Are we allowed to pursue criminal/civil action against the customer? Would that violate any Amazon TOS?
$1000+ Fraud. Amazon sides with the customer.
A customer has ordered a large item from us, which was being shipped by freight. The order amount exceeded $1000.
The order was shipped 2 days late as we were waiting for the customer to provide a valid phone number (a must for freight shipments)
On 5/30, the customer has scheduled a delivery appt for 5/31.
Once they received the shipment, they filed an A to Z claim claiming that the package did not arrive.
Amazon has immediately issued a full refund, without asking us for any documentation confirming delivery (we have a Bill of Lading signed by the customer upon delivery). Amazon did not require the product to be returned.
Our appeal was rejected by Amazon, even though we provided proof of delivery. The reason provided was that the item was delivered late.
In this case, the customer has knowingly scheduled a delivery appointment, accepted the shipment, and then falsely claimed that they didn't receive the item. The customer committed felony/credit card fraud and ended up keeping our funds and our product.
Can any mods assist in getting this A to Z decision reversed?
Are we allowed to pursue criminal/civil action against the customer? Would that violate any Amazon TOS?
16 replies
Seller_kIukTwdhvntAp
"The order was shipped 2 days late "
A late shipment is an issue but not HUGE.
Was it delivered on or before the expected delivery date?
Experienced scammers will keep you on the line until the delivery date can't be met. They will ALSO keep you waiting until they can arrange to have someone (an accomplice) be at the delivery location to sign for (and disappear with ) the item.
Have you done a reverse search for the owner of the phone? It may very well be a 'burner.'
SOME things are NOT a good fit for selling on Amazon since it is a well known den of scammers and thieves. I would NEVER sell anything that expensive here. My limit since I got scammed on an INR about 14 years ago is at about the $100 level.
I don't have a solution for Amazon allowing theft and fraud BUT if this was shipped using the USPS please report the issue to the Postal Inspectors as mail fraud.
ALSO the Government has a site IC3 (Amazon will remove the link if I put it here) where you can report the use of the internet for theft if it was UPS, FedEx or whatever. It is generally used to report on websites but it can be used to report buyers as well if you happen to encounter one of the Amazon scam crowd.
In all cases it at least puts the con artists into a data base for future reference by the authorities.
There's an OLD saying -- If you aren't part of the solution you are part of the problem.
PLEASE REPORT, REPORT, REPORT, REPORT.
And don't forget BOTH your local Police Department as well as the Police in their Zip Code.
Seller_zc50DVO3FE5fz
Not sure a mod is going to be able to help here. It's clear that if you ship after the ship-by date, regardless of reason, that you are not protected against Amazon INR claims. I wish they would reverse that policy because it's situations like these that happen, but until that point, ALL sellers need to be fully aware that if they ship late for ANY reason, any A-Z claim is going to be granted for the buyer. I personally think that it is borderline illegal for Amazon to hold their sellers to that policy, but they do not follow it themselves. I think that's the biggest issue. I have a late delivery myself directly from Amazon going on right now, that they shipped 4 days late, and it still hasn't arrived, and they still won't refund even though it's obviously lost or stuck in their transportation system. If it were from a 3rd party seller, an A-Z would've already been granted for late shipment.
Having said that - the recourse here is filing a small claims case against the buyer and letting them know. That in and of itself may be enough to have them reach out to you and remit payment.
Seller_OzVR08ROodNsi
I would hire an attorney and go after the customer directly. I wouldn't waste my time going back and forth with Brand Registry.
$1000 is Small Claims Court amount. Send them a demand for payment, wait 30 days, then file suit and serve them.
I wouldn't let them get away with this.
Good luck,
Seller_1oT4ZOwrSByEE
Who delivered, all major freight carriers have video.
Seller_i8zT3d12aXWex
You've unfortunately learned a very valuable lesson the hard way, don't ever sell expensive items on Amazon because they can and will side with the customer even in obvious cases of fraud. There is little recourse you have other than what's been posted, though I encourage you to take those suggestions and apply them.
- For all those new to selling on Amazon, listen, and listen well. Amazon DOES NOT CARE ABOUT YOU OR YOUR BUSINESS, do not fall into the trap of believing they are interested in your well being. When you need them in your corner you THEY WILL SELDOMLY IF EVER HELP YOU, so don't ever expect them to because you will be disappointed. You are in this alone. Good luck.
Seller_SzQu7QCh615Py
Thank you everyone for your comments and advice
Seller_c3edQ4aTtFaqo
You may want to apply to add Arranged Freight Delivery to your shipping methods. If approved, any orders with AFD shipping template will include customer's contact phone number.
https://sellercentral.amazon.com/help/hub/reference/G202188040?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.AMH4W1K8OCGMX&mons_sel_persist=true
Quincy_Amazon
Hello @Seller_SzQu7QCh615Py
Thank you for posting to the Forums.
In reference to A-Z Claims, there are certain scenarios where a claim is automatically granted. One of those scenarios is when an order is not shipped by the expected ship date. This help page provides additional information on scenarios where a claim is automatically granted for your reference if needed. Please feel free to provide the related order ID to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
