Amazon A-to-Z and customer scams
A customer scammed us of 500$ worth of products (Order ending with 1009) with amazon A-to-Z team's blessings and got refunded !
I shipped the customer's order using Canada Post Xpresspost tracked services and asked for siganture on delivery
Customer said that he received an empty box and filed a A-to-Z claim and got his refund on the spot !
I appealed amazon's A-to-Z claim team's decision and sent all documentations showing that the carrier weighted my package during transit, tracking informations, copy of signature and still A-to-Z team went in customer's side and amazon kept their initial decision of leaving my products and my money to that customer.
What else can we do to protect ourselves from the growing number of thieves and scammers using Amazon marketplace against 3rd party sellers ? Amazon is used as a shield by them in their reprehensible behavior and Amazon knows it but Amazon is not acting.
I’m sharing this so Amazon employees can see it. I’m not looking for advice or notes from other sellers;
@Daryl_Amazon
@Ricardo_Amazon
@Sunnie_Amazon
@Jurgen_Amazon
@Lucre_Amzn
@Christine_Amazon
Amazon A-to-Z and customer scams
A customer scammed us of 500$ worth of products (Order ending with 1009) with amazon A-to-Z team's blessings and got refunded !
I shipped the customer's order using Canada Post Xpresspost tracked services and asked for siganture on delivery
Customer said that he received an empty box and filed a A-to-Z claim and got his refund on the spot !
I appealed amazon's A-to-Z claim team's decision and sent all documentations showing that the carrier weighted my package during transit, tracking informations, copy of signature and still A-to-Z team went in customer's side and amazon kept their initial decision of leaving my products and my money to that customer.
What else can we do to protect ourselves from the growing number of thieves and scammers using Amazon marketplace against 3rd party sellers ? Amazon is used as a shield by them in their reprehensible behavior and Amazon knows it but Amazon is not acting.
I’m sharing this so Amazon employees can see it. I’m not looking for advice or notes from other sellers;
@Daryl_Amazon
@Ricardo_Amazon
@Sunnie_Amazon
@Jurgen_Amazon
@Lucre_Amzn
@Christine_Amazon
31 respuestas
Seller_VWH3L8aWpXh3d
What an absolute joke Amazon has become, and their pathetic A-Z team
No body facilitates and encourages customer scam like Amazon, no one.
Seller_VWH3L8aWpXh3d
Sure you can start with case ID: 16635944911
That your robot denied twice; where the customer admitted in messages they received the item, AND left me a 5 star, yet still got their money back, and my appeal was denied.
As an aside, what I've been trying to fix for OVER A YEAR NOW, but gave up is:
Doing lettermail (VTR exempt) on amazon is near impossible because what you show to sellers in their order history page on these <30$ items shipped with lettermail, is 'Item running late' or 'Item may be lost' ; guess what most dishonest people will do when they see that, even though they received the item just fine?
Just make it say 'Item has been shipped' and that's it, just like eBay does, or some other verbiage that encourages honesty not an A-Z claim; perhaps its something that has to be coded/programmed into the site but its way over due. If this is your way to force prime (I do a lot of prime) so be it, but some cheaper items barely make any profit after all the prime fees and there is no light/small tier in Canada like there used to be in the US
If you truly want to change my mind, give us hope, and show you care and want us to be succesful, show and prove to me that this is being fixed.
Seller_CWsyTgpaFcvse
Amazon is openly lying to the customer and to us, 3rd party sellers, when they send their customers, that bought from us a light and low cost item under 30$, many message to them saying " item running late" and " item may be lost". Since 3rd party sellers are not providing tracking informations to amazon, with amazon's benediction of the VTR exempt, Amazon is making up from nowhere these tracking informations they are sending the customers. Based on this issue alone, amazon could face a class action lawsuit from 3rd party sellers, for all the customer refunds and for the bad reputations 3rd party sellers are getting from fake negative feedbacks and fake A-to-Z claims , all coming from this issue alone.
Seller_VWH3L8aWpXh3d
@Josh_Amazon thanks for offering to help and not following up at all with me or replying
Josh_Amazon
Hello @Seller_VWH3L8aWpXh3d,
Thanks for the information provided. I apologize for the delay in my response.
In this case, I have reviewed the case and I was able to gather the necessary details to escalate this to our internal team.
Please wait with me until I get a response from them so I can get back to you soon with an update. In the meantime, please refrain from creating new cases related to this same issue.
Kind regards,
-Josh
Josh_Amazon
Hi @Seller_VWH3L8aWpXh3d,
Thanks for your patience on this. I've reviewed the details provided by our internal team, and I understand your concerns regarding the denied appeal.
After a thorough investigation, the team has decided to uphold the original decision on the claim for order 701-0376915-7498623. The key points are:
- There is no concrete proof from the buyer that they have received the item. Without clear evidence, we are unable to reverse the claim decision.
- The team is willing to revoke the claim and recharge the buyer, but this can only be done at the direct request of the buyer. We encourage you to reach out to the buyer directly to resolve this issue.
- This decision represents the final resolution, and no further escalation is warranted.
I understand this may not be the outcome you were hoping for, but I hope this provides clarity on the reasoning behind the decision. Please feel free to reach out to the buyer and work with them to resolve this matter. If the buyer subsequently requests us to revoke the claim, our team will be happy to assist.
Best regards,
Josh
Seller_CWsyTgpaFcvse
Can you answer this question:
Why amazon let a VTR exemption to 3rd party sellers when orders are less than 30$, and at the same time, give the 3rd party seller an ODR strike and takes his money and giving back to the customer and charging the 3rd party seller a fee for having refund the customer when not providing a valide tracking number for an order with a VTR exemption ? It's clear that amazon don't know if the customer tells the truth about not having received their order.
Can you explain this to us ?
Seller_VWH3L8aWpXh3d
This is exactly what I've been trying to say for over a year now through stellar support. I even emailed Jeff at Amazon. I've literally reached everybody about this. It's insane
Seller_VWH3L8aWpXh3d
You guys have access to messaging right? Did you miss the part where I asked the seller "Did you receive the item" and he straight up said yes. and did you miss the part where he left me a five-star review? I can post both things here if you'd like, so I'm not sure how "thorough" this investigation was. This was a under $30 letter mail VTR exempt order. Of course there's no tracking
Seller_VWH3L8aWpXh3d
@Josh_Amazon
Order ID: 701-0376915-7498623
I don't even want the money back. It's 10$ the scammer really wanted back, mainly because you enabled him to do so, by saying 'item may be lost, you may ask for a refund now' on lettermail orders (VTR exempt). As I said, Amazon allows, and encourages fraud to happen. A-Z claims, even with signatures, buyers returning TCG items that they opened, took all the cards from and send back a half empty box and still got their money, I've seen it all; and you never hold the buyer accountable or ban them or warn them, even if its clear and obvious fraud. I just want the odr hit removed because they add up and i keep getting this annoying your account may be suspended message. How can you allow VTR exempt shipments under $30 with no tracking but then also encourage buyers to get their money back by saying item may be lost and then hit us with an odr. Yes I can't prove it was delivered but the seller also can't prove they never got it. Their word vs mine. most of the time they are scamming so give them their money back sure , but an odr hit as well is a slap to the face And makes no sense, as I did nothing wrong and follows the rules and policies but am getting punished for some reason . Basically you are saying the customer is always truthful (about not getting the package) but I am LYING about sending it, not equal treatment; despite having excellent feedback. If it gets lost, that sucks, (1% of the time), 99% of the time they are cheating the system, so again, why the ODR hit? How is that a 'issue' that we caused, if we did our job and shipped it according to your own policies (no tracking needed as under 30$), and can't prove anything after the fact, their word vs mine but again you say were lying and they're right; give them the money back, but the ODR is ridiculous, if just 1/10 scammers does this, they will add up quickly and threaten our account to be inactivated
If you want to force us to use FBA this bad (I do by the way for some stuff, go see how much fees I've generated for you on FBA), then just remove letter mail entirely, and remove VTR exemptions, and put us out of our misery already; Create a lower fee tier for light/cheap stuff, and add Chit Chats, Uni Uni, and ICS Courier as integrated options.
Anyways here's the photos for you and everyone else to see in case seller supports 'thorough investigation' missed them; I mean if the buyers admission he got them and leaving a 5 STAR REVIEW isn't enough evidence, then we're all truly screwed. I can also make a new thread if you want with these photos and see everyone else's opinions too.
Seller_anCcnO9PZ3kEy
Be happy. You are not scammed for much. We lost thousands of dollars through customer scams using A-Z.
For example, a package was delivered by the courier, Delivery information on the courier website show a photo of the box in front of the door. Customer filed A-Z and he was rejected. He filed ANOTHER A-Z and he was granted and refunded the amount of over $700. How come anyone can file A-Z multiple times for the same issue. If we have to mention all scams, it may take tens of pages to mention them all.
Amazon has to find a solution for this false A-Z claims. The policy they follow is very fluid. It all depends on who reviews the case not based on well-defined Amazon rules.
Josh_Amazon
Hello @Seller_CWsyTgpaFcvse,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand the situation you're experiencing with this A to Z claim for your order ending in 1009. To further assist you, may I ask if you have already opened a case with our Seller Support team? If so, please give me the case ID so I can look further. In addition, you can also share the full order ID so I can review it.
I look forward to your answer.
Kind regards,
Josh
Seller_R9WesGvPFxipV
All the A-Z and performance Metric are stratagem by Amazon to keep the Buy Box for them, and steal money and incite customer to buy again and again, because no matter what happens Amazon makes 15% commission, they dont care about the rest,
it is just a matter of time before they get snapped, but i am sure they have put a side $$ for fines
Seller_CWsyTgpaFcvse
Amazon's became a pathetic joke. A customer filed an A to Z claim for not receiving his product during this Canada Post strike and after verification, that customer did provided a fake delivery address to ship the order !
I appealed and sent amazon, the google street screenshot showing the address provided by the customer does not exist, and A-to-Z appeal team maintained their decision to refund the customer.
order 701-6075493-7644261
amazon is going out of control ! What can we do about it !!!
Call the cops on them ?
