Mod request - Abusive Buyer/ Return Fraud - Seller Support + Report Abuse Team refuse to look at abuse/fraud until after 60 days after the fraud starts
I have a buyer who has obtained a full no-return refund for their past 5 consecutive purchases for the reason of "Unknown". This person accounts for over 50% of all returns for this ASIN since he started buying them.
Here are the order ID's
114-4440774-8805812
114-9539728-0696249
114-0734234-1107412
114-3526135-2438643
_____
114-9458701-8633800
here is the 6th consecutive order/return request, opened the day after the report abuse team told me I had to wait 60 days before they would consider or look at anything.
After discovering this, I opened a seller support ticket, who then advised me to use the "report abuse" feature. I did this, providing all of the information, recieved a response " Thank you for your report of a suspected policy violation. We reviewed your reporty and transferred it to the correct internal team".
Then I recived the follow up "This is not the correct channel to dispute a fulfillment by amazon return or refund."
So I contacted seller support again who advised me they forwarded the issue to actual correct team and that someone would get back to me. They got back to me and said none of the orders are not yet eligible for investigation.
In the mean time, this abusive buyer has opened ANOTHER return request, the 6th consecutive. This has cost me hundreds of dollars, extra return fees, and damaged account metrics.
Do I really need to wait 60 days from the start of the fraud to even get it looked at? While in the mean time this person continues to carry out the abuse and fraud at my expense?
In the users last return request, it was FBM, so he had SS staff message to request the full no-return refund, and I replied with the evidence of this abuse, and the user REPORTED ME for leaving his return request unresolved. The user will not communicate with me, only by SS proxy.
Please... Can I please get some help with this?
I can wait the 60 days to dispute the refund, but is there really no way to stop the continuation of this fraud/abuse in the meantime? Can this user at least get blocked from my store until amazon is willing to investigate? Do I really just need to soak up as much fraud as this person wants to do for 60 days before Amazon will even consider the possibility of looking at this?
Case#
17088883231
@Sandy_Amazon
@CR_Amazon
@Jameson_Amazon
@Jim_Amazon
@SEAmod
@Manny_Amazon
@KJ_Amazon
@Rose_Amazon
@Dougal_Amazon
@Nano_Amazon
Mod request - Abusive Buyer/ Return Fraud - Seller Support + Report Abuse Team refuse to look at abuse/fraud until after 60 days after the fraud starts
I have a buyer who has obtained a full no-return refund for their past 5 consecutive purchases for the reason of "Unknown". This person accounts for over 50% of all returns for this ASIN since he started buying them.
Here are the order ID's
114-4440774-8805812
114-9539728-0696249
114-0734234-1107412
114-3526135-2438643
_____
114-9458701-8633800
here is the 6th consecutive order/return request, opened the day after the report abuse team told me I had to wait 60 days before they would consider or look at anything.
After discovering this, I opened a seller support ticket, who then advised me to use the "report abuse" feature. I did this, providing all of the information, recieved a response " Thank you for your report of a suspected policy violation. We reviewed your reporty and transferred it to the correct internal team".
Then I recived the follow up "This is not the correct channel to dispute a fulfillment by amazon return or refund."
So I contacted seller support again who advised me they forwarded the issue to actual correct team and that someone would get back to me. They got back to me and said none of the orders are not yet eligible for investigation.
In the mean time, this abusive buyer has opened ANOTHER return request, the 6th consecutive. This has cost me hundreds of dollars, extra return fees, and damaged account metrics.
Do I really need to wait 60 days from the start of the fraud to even get it looked at? While in the mean time this person continues to carry out the abuse and fraud at my expense?
In the users last return request, it was FBM, so he had SS staff message to request the full no-return refund, and I replied with the evidence of this abuse, and the user REPORTED ME for leaving his return request unresolved. The user will not communicate with me, only by SS proxy.
Please... Can I please get some help with this?
I can wait the 60 days to dispute the refund, but is there really no way to stop the continuation of this fraud/abuse in the meantime? Can this user at least get blocked from my store until amazon is willing to investigate? Do I really just need to soak up as much fraud as this person wants to do for 60 days before Amazon will even consider the possibility of looking at this?
Case#
17088883231
@Sandy_Amazon
@CR_Amazon
@Jameson_Amazon
@Jim_Amazon
@SEAmod
@Manny_Amazon
@KJ_Amazon
@Rose_Amazon
@Dougal_Amazon
@Nano_Amazon
4 respuestas
Seller_uQAy5j6qjhw0e
I understand that blocking buyers is not allowed by sellers on this platform.
But can I at least get a temporary block until this can get looked at?
Is not 6 consecutive no-return refunds enough to warrant temporarily blocking this user until this can get looked at?
Seller_uQAy5j6qjhw0e
Update:
The scammer has over 50% of all returns for this ASIN -over the life of the entire ASIN- He started buying less than 2 months ago. The ASIN has existed for over a year.
Seller support escalation team has told me that Amazon policy says they cannot look into this at minimum of 2 months from the first instance of the abuse, despite the SS agent acknowledging it is obvious to anyone who looks at these orders what is going on (fraud).
I asked the SS agent:
"So you're telling me that if I decide I want to start scamming, I can know with 100% certainty that I have a minimum of 2 months of to commit as much fraud as I want before Amazon will even consider investigating it, even if the sellers catch onto it early?"
She said "uhhh I'll make a note of that..."
Seller_9MdSmMvZ83jn0
The buyer definitely knows what they are doing and exploiting Amazon's lack of customer service.
Danny_Amazon
Hello @Seller_uQAy5j6qjhw0e- and thanks for surfacing this experience with a buyer here on the forums.
I appreciate you including complete details and thank you for your patience as our team works to get to as many threads as we can! I wanted to let you know I have submitted a report on this situation from my end, and while our team who investigates the account will not provide you or I with an update on their findings or outcomes, please know it will be reviewed for appropriate action.
If you haven't reported any of the messages from the buyer as abusive yet when you've contacted them to assist with these orders, I would recommend doing so to help add to any internal investigations.
Thanks again,
Danny
