FLOODED out area - Amazon punished?
We are located in Abbotsford, B.C. Canada. We were completely flooded, and all roads across Canada were severed by water/rivers/landslides.
DHL (purchased via Amazon) kept bouncing the package around, sent it to the USA, and kept saying Customs clearance delay etc. I do know we have aircraft that can fly over the roads but I suppose that’s more expensive than flying the stuff to the USA? I don’t know.
Still, I got an A-Z claim. I appealed it showing that DHL still had the product, tried writing the customer 3 times, and the appeal was denied saying clearly the package was lost. Then DHL delivered it.
You can’t appeal an denied appeal 
I’ve been unwell and sales are way down as I’m not listing new items - the ODP has gone to 25% for this single item!
I moved over 100 items on time even though I was very late getting off the mark (like December 13).
I wrote to Amazon prior and they said there was nothing they could do.
Today I get a phone call purporting to be from Amazon seller performance. They can’t confirm who they are (I watch too much Youtube scammer videos I guess) They send me an email stating it’s a confirmation of the call, but the link provided to contact them, upon examination, is a re-direct to the main Amazon page, and there’s items about Google Chat hidden in the code too!
When “Amazon lady” called back, I confronted this, and asked her to use the Amazon platform to contact me. She got angry about that, and didn’t understand what I was saying about the email flaws (I am an IT Tech part time nowadays, been doing it for 20 years).
SO: I open a case file again. Talk to them on the phone, the guy says he is starting a trouble ticket after I prove the item was delivered, and hangs up on me after 15 minutes on hold! I open yet another case file, and get a VERY HELPFUL lady, who ends up frustrated because the info that should be showing up on my Account Health page is not there, and she honestly tried for a long time to find a way for me to get in touch with the Account Performance Team people.
I want this stricken from my ODP because it looks perfectly awful! I hired extra people over Christmas to get stuff out within 1 day even! I can’t help it that the floods wrecked half the province of British Columbia 
So, the question is, how do I reach the real Account Performance Team when even the case file people don’t know how? Can anyone help?
FLOODED out area - Amazon punished?
We are located in Abbotsford, B.C. Canada. We were completely flooded, and all roads across Canada were severed by water/rivers/landslides.
DHL (purchased via Amazon) kept bouncing the package around, sent it to the USA, and kept saying Customs clearance delay etc. I do know we have aircraft that can fly over the roads but I suppose that’s more expensive than flying the stuff to the USA? I don’t know.
Still, I got an A-Z claim. I appealed it showing that DHL still had the product, tried writing the customer 3 times, and the appeal was denied saying clearly the package was lost. Then DHL delivered it.
You can’t appeal an denied appeal
I’ve been unwell and sales are way down as I’m not listing new items - the ODP has gone to 25% for this single item!
I moved over 100 items on time even though I was very late getting off the mark (like December 13).
I wrote to Amazon prior and they said there was nothing they could do.
Today I get a phone call purporting to be from Amazon seller performance. They can’t confirm who they are (I watch too much Youtube scammer videos I guess) They send me an email stating it’s a confirmation of the call, but the link provided to contact them, upon examination, is a re-direct to the main Amazon page, and there’s items about Google Chat hidden in the code too!
When “Amazon lady” called back, I confronted this, and asked her to use the Amazon platform to contact me. She got angry about that, and didn’t understand what I was saying about the email flaws (I am an IT Tech part time nowadays, been doing it for 20 years).
SO: I open a case file again. Talk to them on the phone, the guy says he is starting a trouble ticket after I prove the item was delivered, and hangs up on me after 15 minutes on hold! I open yet another case file, and get a VERY HELPFUL lady, who ends up frustrated because the info that should be showing up on my Account Health page is not there, and she honestly tried for a long time to find a way for me to get in touch with the Account Performance Team people.
I want this stricken from my ODP because it looks perfectly awful! I hired extra people over Christmas to get stuff out within 1 day even! I can’t help it that the floods wrecked half the province of British Columbia
So, the question is, how do I reach the real Account Performance Team when even the case file people don’t know how? Can anyone help?
48 replies
Seller_4RXCozEarH4jR
PS I don’t even care about getting that product back, or the money!
Seller_AKFEePkCPtw6T
You might not like the help that I am willing to provide you but I will help you with this situation since I understand the impact of the floods in the Prairie.
If you want my help getting your account running properly again, post the performance notification that you got regarding your account so that I can understand exactly which issues need to be addressed.
Seller_4RXCozEarH4jR
No, they were refunded. And yes, it didn’t get there fast enough, due to the natural disaster in the area. Still, when I appealed, Amazon said no, it was “lost”. Sigh.
Customer refused to answer any of my attempts to contact them via the platform, I tried three different times.
DHL denied the insurance claim because “I’m not the one who paid for the shipping” only Amazon can do that… etc etc etc.
Seller_4RXCozEarH4jR
I found that I had very few options offered to me, sometimes ONLY DHL. I always used the fastest service, and always had insurance.
Sadly, I have found DHL to smash products that were well packaged, then deny the claim and give you the runaround. Presently I only use Canada Post, and sometimes UPS.
I did get one low mark of satisfaction as well, but the a-z claim, when they promised not to do this, irked me. It irks me more to be getting called about it. Life in the fast lane, eh?
Seller_4RXCozEarH4jR
I missed the request for performance notifications, here they are.
Let me say this first : I have provided documentation that literally took me a whole week to sort out to prove health safety in Canada, and they just seem to tick a box and reject them. I’ve pretty much given up selling anything from Jada Toys, EVEN THOUGH I’ve asked them why, if Walmart Canada stocks them on the shelves, they feel the product is unsafe. I got some irrelevant form letter sent back This often happens, and is very frustrating, because I actually try extremely hard to do everything right.
Seller_4RXCozEarH4jR
I especially liked (NOT) the trademark policy violation for selling a fully licensed replica of a Ford F150. They just wouldn’t listen …
Seller_4RXCozEarH4jR
Seller_hXiz9WEBcgZSC
There is no one to blame for a package that wasn’t delivered besides you. I hate to be the bearer of bad news but if your courier couldn’t ship it, Amazon isn’t going to forgive you. You were the one who chose the courier.
This could have been resolved a long time ago. When you knew there was a delay, you could have refunded and requested the item to be returned by DHL. When it wasn’t going to be delivered on time, you could have reached out to the customer and offered a partial refund or full refund upon return because of the delay.
Amazon isn’t going to change the claim decision because it was not the customer’s fault. It was not Amazon’s fault. The only one at fault is you. That is because you were the one who chose the courier.
Yes, the floods were a problem. I was affected too. But like others, I made sure the packages arrived on time, reshipped, offered partial refunds for delays, and refunded in full because it was unknown when packages would arrive.
Your comment about only a few couriers offered to you is confusing. There are about a dozen couriers you can use. You could have shipped it FedEx, UPS, Canada Post, or even used Chit Chat to access USPS for any package sold on Amazon and shipped from you. You are not required to ship using an Amazon partnered courier.
Who do you want to pay for the package that was not delivered in the time you promised? Should the customer pay for something they didn’t received? Do you think Amazon should pay for it even though they had no control of how you shipped?
You will not have an A-z claim for non delivery due to courier delays overturned. That is not the fault of Amazon nor the customer. That is the fault of the courier you contracted. The delay is between you and DHL.
You can’t file a claim if you used an Amazon partnered courier. This is one of the reasons to consider shipping packages yourself with your own contracts. The price may be higher but you will get insurance as well as have an easier time opening cases. However, the extra cost may be higher than the insurance you could get to cover losses. That is a decision you have make on your own.
Seller_sULO3ODSpC5eh
Amazon does not care about anyone here, they are giving your money away it does not come from their pocket so they just dont care. I am curently dealing with a scammer who is trying to pull the “received empty box” scam on me. I packed and shipt it, it weighs 5kg and its a big box. I have a proof of delivery and his signature from the post office, he just opened an A to z claim and i know that i will lose it. Its sad and frustrating but its part of selling online. Good thing in all that is thar 99% of the orders are good customers and we are still making money.
Seller_r7PLGEQizLCAV
Mistake one is trusting Amazon. Amazon will always do what’s best for Amazon in that moment.
Also in BC and faced 2 evacuations this past year. Put the account on vacation in both cases. Contacted customers who’s items were sent out the day we were evacuated, that they might be delayed because of the situation (only one was an XXXXX about it). Over all we did well and avoided any A to Z claims. Lost a lot of sale time including much of the run up to Christmas, but lost revenue is part of natural disasters. I’ve been block on some items because I didn’t sell enough items over all. Currently working through various issues (rampant “potential overpricing” algorithms are worst one).
In the past I’ve just ridden out bad ratings, and would recommend that. Currently there is some weirdness in Amazon, that makes me think they don’t care if Canadian sellers stay. I would advise not having all your “eggs in one basket”. Don’t let it stress you, ride out the poor rating but also look for other venues. Even mighty Amazon was once just a second rate used book site 
