What should we do if the Amazon A to Z department cannot protect us from malicious buyers causing harm?
In the past two months, we have encountered a buyer who has been consistently placing orders for different products on our account. The individual products have a price of over $200 each. They have placed a total of eight separate orders, comprising more than 10 products, with a total amount of approximately $3,000. Out of these eight orders, seven of them have been opned the return request. Despite our efforts to communicate and resolve the issues, the buyer has been unresponsive. We have also faced challenges with the A-to-Z refund process, as some returns were not automatically authorized, and our attempts to manually authorize them were unsuccessful. We believe that Amazon should investigate such behavior and consider the information provided by sellers before issuing A-to-Z refunds. We are concerned about the buyer's fraudulent returns and the potential for further purchases and claims. How can we protect ourselves in this situation?
What should we do if the Amazon A to Z department cannot protect us from malicious buyers causing harm?
In the past two months, we have encountered a buyer who has been consistently placing orders for different products on our account. The individual products have a price of over $200 each. They have placed a total of eight separate orders, comprising more than 10 products, with a total amount of approximately $3,000. Out of these eight orders, seven of them have been opned the return request. Despite our efforts to communicate and resolve the issues, the buyer has been unresponsive. We have also faced challenges with the A-to-Z refund process, as some returns were not automatically authorized, and our attempts to manually authorize them were unsuccessful. We believe that Amazon should investigate such behavior and consider the information provided by sellers before issuing A-to-Z refunds. We are concerned about the buyer's fraudulent returns and the potential for further purchases and claims. How can we protect ourselves in this situation?
23 replies
Seller_wyARDDDyAmQLR
@Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Troy_Amazon could you please help to check the case number is : 15083366711 order ID is:113-9348508-6630616
Seller_OvL8C4BJWiuS9
Are you purchasing shipping through Amazon? Is the buyer actually A-Z claims?
Quincy_Amazon
Hello @Seller_wyARDDDyAmQLR
Thank you for posting your inquiry to the Forums and for providing that order ID number. I am looking into it and will respond with any findings.
Regards,
Quincy_Amazon
Quincy_Amazon
I looked into the case and see that the claim was granted in favor of the buyer due to a lack of response from the return request. For context, a claim is automatically granted when a selling partner does not authorize or respond to the customer's product-related issue within 48 hours via the customer's return request. This help page provides additional information regarding scenarios whereby a claim is automatically granted for your reference.
You mentioned that you tried to manually authorize the return request but were unsuccessful. Did you open a case with our Support team regarding this concern? If so, do you mind providing the case ID number to this thread so that I can review the correspondence already provided?
Looking forward to your reply.
Regards,
Quincy_Amazon
Seller_k7HpSKRDwdIw6
In My case same thing happened the buyer did not picked up the parcel and after few days they said parcel not delivered , have told them wait let me check the history. but the claimed for A to Z and amazon refunded with damaging the Seller account health. As a new seller i do not think any one will be able to survive on amazon market place by no fault in service.
Case ID : 112-9218244-7716205, case id : 15090576661
@Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Troy_Amazon please look into it
Seller_VGta8d1MQayJt
If you have a repeat buyer causing you to profusely lose money, DO NOT ship items to them. Immediately refund their order, and contact them requesting they do not purchase any more of your items.
You WILL take a metrics hit, but it's the cost of business. A repeat-offender ripping you off will cause more harm than shaking them off of your tail, and the metrics will even out IF you are providing good quality & service to your other customers.
Seller_T5mHz4lzng1AR
Buyer from Colombia ordered over $450 worth of product from us, returned an empty box and claim the product was different from the website, won A-Z. We tried appealing but Amazon still granted the buyer.
The A-Z system is broken.
Seller_5xUDjRTyrAgVB
This modern Amazon provides ZERO seller protection. If anything, they've been promoting fraud. We are up to about 70% of our returns received are either completely used up, empty boxes or a totally different product
