Defective item destroyed against our wishes.
We have our account set up to RETURN all defective items so that we may inspect them.
However, our item was returned by a customer and Amazon disposed of it, claiming it was damaged by us.
Then they charged us a disposal fee.
How the heck could an item that we damaged be packed up by our staff, received by Amazon, stored by Amazon, probably transferred to another warehouse and stored there, and then shipped out to a customer?
Why was it destroyed when we have our account set to send back all of our "defects?"
Why the heck did I receive this message back from Amazon claiming that it was returned to my account because of [insert reason here] - literally - when it was not returned to my account, it was destroyed!
Has Amazon hired a batch of new support agents, because I've gotten some pretty weird service in the last two weeks, but this absolutely takes the cake.
Defective item destroyed against our wishes.
We have our account set up to RETURN all defective items so that we may inspect them.
However, our item was returned by a customer and Amazon disposed of it, claiming it was damaged by us.
Then they charged us a disposal fee.
How the heck could an item that we damaged be packed up by our staff, received by Amazon, stored by Amazon, probably transferred to another warehouse and stored there, and then shipped out to a customer?
Why was it destroyed when we have our account set to send back all of our "defects?"
Why the heck did I receive this message back from Amazon claiming that it was returned to my account because of [insert reason here] - literally - when it was not returned to my account, it was destroyed!
Has Amazon hired a batch of new support agents, because I've gotten some pretty weird service in the last two weeks, but this absolutely takes the cake.
3 replies
Jurgen_Amazon
Hello @Seller_lYFVvMhGltiMy,
Thank you for contacting Amazon Forums.
Reviewing your situation, the best path to follow is to open a case with Selling Partner Support in order to address:
- The return setting not working as expected, since you mentioned that you have a set up automatic returns for defective items.
- The situation with the product considered as Damaged by you. For this one, when contacting them request a bin-check to confirm the condition of the remaining items you have at the warehouse.
The reason why I am referring you to contact them is because when taking a look at the cases you opened, I was unable to find a case related to both situations explained in your post. The only one related to the screenshot included is the case ending in 748331, however, with the information provided there you will have enough details to open a new case, make the request I listed above and also let them know you opened the case ending in 748331 where the situation was not addressed.
If after opening that case you consider there is a need to review the outcome of it, please do contact us by sharing the situation and case ID, that way we can review and escalate if required.
Sincerely, Jurgen
Seller_rTAxflJvPFLKc
I have got the same msg with brackets in the past; this reminds me how irresponsible those agents just want to close your case ASAP without looking into the question.
Seller_AD3bUD1zoYpLn
In my opinion of having contributed and worked with Amazon for a few years now, Amazon is simply deteriorating in their quality of how they operate within FBA and the lack of professionalism and uneducated customer service.
We have faced far too many frustrating issues to date and we are on the verge of closing our account and discontinue selling on Amazon.
We recently had an ASIN deactivated and removed due to Amazon identifying it as NHP (due to a claim on the label). We made all the recommended changes and repackaged our products, but still receiving ignorant copy paste responses.
The regulatory team responsible for overseeing natural health products in the Canadian marketplace is based in other countries, and lack familiarity knowledge of Health Canada regulations. Consequently, they constantly make uninformed mistakes.
Due to the circumstance, we noticed that over 180 units of the ASIN were disposed without our knowledge or notifying us. We had even set up the "return to us" option for stranded inventory, yet 180 units were still disposed of without our consent.
What exacerbates the situation is that only after all our products were disposed of, we received an email from Amazon today, March 21, 2024, informing us to remove our inventory within 30 days.
We hope Amazon starts listening to Vendors and provides better Vendor support.
