Hello,

We received negative buyer feedback on Order ID 701-8714487-9488255, claiming the item was "mauvais description" and that they had to pay for our error. The item purchased was:

OEG Parts New Front Windshield Wiper Motor Compatible with Nissan Versa 2012–2019

ASIN: B0CR1NF472

Total: CAD 246.78 (incl. tax)

Buyer Feedback:

"Mauvais description et il faut payé pour leur erreure."

Our Response:

We responded to the buyer in French:

Bonjour Cher Client, Nous sommes sincèrement désolés pour la gêne occasionnée. Le titre du produit sera immédiatement modifié et nous vous aiderons à le retourner. Nous espérons que cela fonctionnera. Cordialement, Burcin C.

Translation:

Dear Customer, we are sincerely sorry for the inconvenience. The product title will be immediately updated and we will assist you with the return. We hope this will work for you. Best regards, Burcin C.

Key Points:

The product shipped matches the listing as described at the time of purchase.

However, to avoid any confusion, we have already updated the product title to make the compatibility details clearer.

We offered full support to the buyer for a return and resolution, despite the feedback being left before any contact was made.

Request:

We kindly ask Amazon to consider removing this feedback, as it refers to a product description issue we’ve already corrected, and we made a good-faith effort to resolve the concern quickly and professionally. The feedback unfairly affects our seller performance despite our full cooperation.

Thank you,

Burcin C.

Aras Store USA

Hello,

We recently received an A-to-Z claim that was granted on March 7, 2025, regarding order 702-6525587-0451444 for the product Petsly Anti Cat & Dog Urine Spray - 500ml. The buyer selected "Different from what I ordered" as the reason for the claim, but the actual issue described in the comments does not align with that claim type.

Claim Summary:

Order Date: January 28, 2025

Delivery Estimate: Feb 4–11, 2025

Claim Date: March 7, 2025

ODR Impacted: Yes

Refund Amount: CAD 49.04

Customer Complaint: Product was ineffective after use

Customer also mentioned: "Seller does not accept used products" – which is inaccurate.

Our Response:

The buyer did not contact us before filing the claim.

We never refused a return; in fact, we were preparing to send a prepaid return label even though the return window had already expired.

The buyer's claim that we do not accept returns of used items is incorrect — they never initiated direct communication with us to clarify return options.

The product received was exactly as described and as ordered. The buyer used the product and later deemed it "ineffective," which is a matter of personal satisfaction, not a case of “different item.”

Request:

We kindly request a review and reconsideration of this A-to-Z decision. The claim was miscategorized and unfairly impacts our Order Defect Rate (ODR). We also ask that Amazon review how this type of claim—where the buyer uses a product and later expresses dissatisfaction—can be more accurately handled in line with Amazon’s policies.

Thank you,

Burcin C.

Aras Store USA

Hello,

Case ID: ID 16979652901

I am requesting help with two products that received a string of fake reviews on January 1, 2025. The reviews are all 1 star with one word like "great", and other one word for the other reviews. This has impacted sales on the products.

I reached out with the screenshots for both products, but nothing was done. It's hard to see how easy it is for someone to damage your business with such ease on Amazon, and get away with it. It seems like it's easier to give another seller fake reviews than to create great products.

Thanks in advance for your help.

ORDER ID 112-6463236-0098632

ORDER ID 113-0611609-6173003

A fraudulent customer is using different account names and addresses with the same message style to claim that the product was not delivered and is getting refunds through A-Z. Despite reporting this through the report abuse section nothing has changed. Please put an end to this theft. Why does Amazon punish sellers who fulfill their responsibilities correctly instead of taking action against scammers?

Please advise

Hopefully someone can assist with this issue!

We shipped an order FBM (Pokemon Elite Trainer Box) and unfortunately, the customer immediately asked for a return as soon as they received the product. We authorized the return and once we received the box back, we see that they sent us a REPLICA box of Pokemon cards. Each box is $300 and since we already experience insane amounts of fraud while doing FBA for these products, we record each individual order that we ship out as well as the unboxing of every return for this specific reason.

Even though we knew immediately it was fraud, we contacted Seller Support to explain the situation and see how we can protect ourselves from A-Z because of course, we knew already which route this was going to go.

We emailed the customer giving them the benefit of the doubt stating that we believe they sent us the wrong item back by accident and that we're more than happy to return this one to them, on us, and wait for them to send back the original for their refund.

Not even 20 minutes after sending the email, without reach out to us, they opened an A-Z. Even with providing Amazon with ALL the proof, the next step is either I refund the customer or they will refund in full.

@Amazon, can we PLEASE stop encouraging fraud at the expense of small business owners?? I'm all for the cost of doing business and yes, there will be loses but at this rate, you keep accepting refunds for anything and everything, continuously going against your own TOS and policies at our expense. Then you bully us with all kinds of threats when we have done nothing wrong!

Where is the seller support? Why do we not offer any assistance to sellers who have been selling on your platform both Canada and USA for 10+ years with an impeccable account history?

Hoping that someone has any advice/experience with these situations because I'm honestly appalled and extremely disappointed at how these situations are handled.