Inconsistency of warranty claims from A to Z
The customer stated that the size of the product (Shoes) delivered to him was wrong and requested that it be reshipped as 14, not 10.5. We sent a label to the customer to confirm this and resend the product and received it. In the meantime, we started the shipment of the correct numbered product to the customer before the customer shipped us the 10.5 product he ordered first. While the customer was still in the shipment of the correct number 14, he reported to Amazon that the product did not come to him and received his money under the name of A to Z warranty claims. As of today, Amazon found us wrong and shocked us with the statement that you can ask for a refund for the product you sent from the customer, which is still on the way or you can leave the product. The customer has not responded to our messages for 2 days. (We are not surprised.) In this case, Amazon has shown its unfairness to sellers again and again. We are really very upset. What should we complain to whom?
Inconsistency of warranty claims from A to Z
The customer stated that the size of the product (Shoes) delivered to him was wrong and requested that it be reshipped as 14, not 10.5. We sent a label to the customer to confirm this and resend the product and received it. In the meantime, we started the shipment of the correct numbered product to the customer before the customer shipped us the 10.5 product he ordered first. While the customer was still in the shipment of the correct number 14, he reported to Amazon that the product did not come to him and received his money under the name of A to Z warranty claims. As of today, Amazon found us wrong and shocked us with the statement that you can ask for a refund for the product you sent from the customer, which is still on the way or you can leave the product. The customer has not responded to our messages for 2 days. (We are not surprised.) In this case, Amazon has shown its unfairness to sellers again and again. We are really very upset. What should we complain to whom?
6 replies
Jurgen_Amazon
Hello @Seller_meU7GFUTuIOUq,
Thank you for contacting Amazon Forums.
I can take a look at this situation, investigate further and provide more details on what we can do. For that, can you share the order ID or the case ID where you addressed this with Selling Partner support, please?
Jurgen
Seller_rV9pPNGDqQ9kP
I never send replacements if a customer asks for a return. I do it the costco way return first then buy another. I had a customer send me a customer service message asking for replacement of an undelivered order. I sent a replacement and messaged the customer the tracking number of the replacment item. Next thing I know just after I shipped I get an A-Z already decided in the customers favour. Lucky for me, the customer then ordered another directly from me while the replacment shipment was enroute. I just plugged the tracking into the new order and viola! Lucky. A-Z is a joke. They ignored that I was asked for a replacement and ignored that I messaged the customer a new tracking number of the replacment shipment. Go figure. So I won't do replacements anymore until amazon figures out a way for a customer to specifically ask for a replacment and a way we can put in a tracking to confirm we shipped what the customer asked for.
