A-Z Claims - utterly useless Amazon dont care about sellers
I have never encountered a more useless system in my life.
I had a customer complaint they never receive their items, even though it was delivered to their door, so obviously stolen. I even submitted a claim to the carrier (something Amazon told me I dont have to do and its the customers responsiblity as it was delivered), and the claim was refused as the carrier provided proof it was stolen. The customer even admitted to me via chat that they think it was stolen.
Amazon still refunded the customer $90. I refuted the claim with an appeal and no response whatsoever from Amazon. Its been 6 weeks, 10 support tickets and every single one shows as Transferred without a single response. Seller Support keep telling me they cannot assist me and I must just wait for a response. That response never comes.
I dont even understand how Amazon can operate like this, its just pushing sellers away. Only makes me look at options for how I can extract myself from Amazon rather than deal with such useless support.
A-Z Claims - utterly useless Amazon dont care about sellers
I have never encountered a more useless system in my life.
I had a customer complaint they never receive their items, even though it was delivered to their door, so obviously stolen. I even submitted a claim to the carrier (something Amazon told me I dont have to do and its the customers responsiblity as it was delivered), and the claim was refused as the carrier provided proof it was stolen. The customer even admitted to me via chat that they think it was stolen.
Amazon still refunded the customer $90. I refuted the claim with an appeal and no response whatsoever from Amazon. Its been 6 weeks, 10 support tickets and every single one shows as Transferred without a single response. Seller Support keep telling me they cannot assist me and I must just wait for a response. That response never comes.
I dont even understand how Amazon can operate like this, its just pushing sellers away. Only makes me look at options for how I can extract myself from Amazon rather than deal with such useless support.
15 replies
Seller_7LrAV0m5llaI7
Um, it's not Amazon's fault the package got stolen. You seemed to cheap out on your shipping and used a service that leaves packages outside if the customer is not home.
There are lots of sellers here that do that, as it is cheaper than paying for signature tracking on every package that goes out. When you ship 30-50-100 items a day or more, that adds up, and usually more than the cost of eating a refund once in a while.
It's actually your responsibility, the customer can't do it from their end, it has to be done on the shippers side for most carriers.
Ok, so we've established that the package was stolen.
Further backing up that the package was most likely stolen
It's not Amazon's fault the package was stolen. If you had gotten a signature with your tracking number, the customer would have received the item, as if they weren't home, they would have had to go to a pick up counter to received the item, and if not picked up, it would have been returned back to you.
It IS Amazon's policy that Signature tracking and a Signature with the customer's name on the order. YOU agreed to this policy when you signed your Business Solutions Contract with Amazon. It is the only proof that can be proof of delivery to the customer. Therefore, if it gets delivered somewhere else or the signature doesn't match the customer name, you claim insurance with your courier.
Seller_2IJsVaTtMqWnq
How long have you been selling on Amazon?For us that have been on Amazon for 7 years. We are use to it.Amazon does not care about seller. When i started selling i lost goods worth over $2000,Received by customer but claimed they did not receive it.In the business of online selling, there is an issue of TRUST. You will have to make sure any goods worth $100 or more uses a SIGNATURE REQUIRED, Depends on how much risk you can take. Once there is a claim that item was not received, even though tracking shows it was successfully delivered. Your best belt is to refund the customer and charge it as a loss on your books.Otherwise in no time ,Amazon will kick you out of their platform.If you cant do this,I am sorry Amazon reselling business is not for you.My 50 cent
Seller_LTv2zrpA8Qcn1
Hi, are you a fairly new seller? I ask this because it sounds like the first time this has happened to you.
A few things:
1) Of course Amazon would (and should!) refund the buyer, who paid you to have something delivered in hand, and it wasn't.
2) If your carrier left it at buyer's door and it was stolen, now that is your carrier's fault who should have compensated you even if it was stolen. (Who did you use by the way?)
3) It's not true what someone said above...that Canada Post does not leave items at recipients' door. They do, especially in remote areas. However, I've received full refunds from CP where items were left at door but customers claimed to have not received it...whether they had pics or not.
4) I'm curious, what 'proof' does your carrier have that it was stolen? I have received parcels that did not belong to me, but to my neighbour..
5) Why I asked if you're new, I'm surprised you would take seller support's advice as factual. You would've known that carriers want the sender to make claims - something I would think a long-time seller would know. And you would also know Amazon's SS is notorious for giving bad/wrong/clueless advice; and yes often in writing.
6) You're correct that Amazon doesn't practice what it preaches, and leaves parcels in front my condominium's door. The joke is, their pics never shows my unit number...and all the doors look the same.
7) If I was your customer who had a parcel left at my door, without my request, but did not get it. I would expect a full refund. That's the only fair thing to do. The real battle is between you and your carrier. Good luck.
Seller_jbBO5fX554s05
been on amazon for 10 years
they will take from you no matter what
if you switch to FBA, they steal from your FBA shipments,
If you go FBM they refund signed and delivered packages and they take returns on used items, refund them and send them back to you to deal with.
it is what it is, its a monopoly. Its a garbage heap but they know you have nowhere else to go.
deal with it or dont. they dont care. Theres an infinite line of sellers that want in
Seller_rTAxflJvPFLKc
It's simple because they want you to use their FBA.
Seller_bvNd9SR6WZ7ny
I would say its pretty consistent with our experience, as young Amazon seller, with eyes full or promises and hopes! We were quick to realise that Amazon is a Buyer market only. I mean we understand when we are the actual client and order stuff if its not what we expected or what we wanted we expect full refund and even someone to pick up the package at our door. But when we are on the selling side we discovered that it may be a challenge to sell and make decent living! We have been selling fairly expensive Electric scooter, shipping from our home, doing everything we can, and our experience has been very mixed, we shipped at a huge cost some 110pounds items across canada all over to BC, to have the customer replied, ohh its too big, please take it back. And we had to pay shipping returning the device, nothing was wrong he didn't read the description and it was too heavy for him. Another order we had, the customer received the box, to be fair the box was showing sign of some abuse from the carrier, but we DOUBLE box and internally pack with foam and other the device was in fully functionning order, but the customer said will the box is damaged so is the good. And we have nothing to say. So again shipping back at our expenses. Our experience is the FBA experience is better, since we don't deal with such expensive device, so keep it simple, every day article, low cost, and let amazon do their work. The yields are a little lower, but the complexity is less. You still have to be patient, it took about 2 weeks in order for amazon to open the boxes and have them in inventory! But other than that it has been our experience! Selling is a brutal competition, and you must be prepared! :)
