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_Oiwqfqacqs9Uk
they only do it to us, but try do it to Amazon managed items.
Josh_Amazon
Hi @Seller_VWH3L8aWpXh3d,
Thank you for your honest feedback. We're really sorry you're feeling frustrated with the A-Z claim process. We know it can be tough for sellers sometimes.
If you're having trouble with a specific claim, I'd be happy to take a look for you. Sometimes a fresh perspective can help find solutions we might have missed.
Is there anything specific you need help with right now? We're here to support you and want to make sure you can succeed on Amazon.
Let me know if you'd like to discuss this further.
Josh
Seller_muI44Lzy8rnln
Fresh perspectives every time this happens are not needed. A thorough overhaul of the A-Z policy is needed. Amazon explicitly knows that this policy is now a source of massive and relentless fraud worldwide, both against Amazon itself (as news of its lawsuits against the very few organized scammers it has identified will attest) and its Marketplace sellers.
Based on replies given by support staff in literally hundreds of threads on this topic, the official policy is clearly to force-correct individual sellers’ procedures rather than limit buyer fraud because, apparently, the customer is always right even when they’re crooks. And yet, sellers correcting their habits still sees them back here complaining about blatant fraud. It feels like it’s literally gotten to the point where couriers need to video-record customers receiving, opening, and posing with their orders in real time while stating their names and holding up their ID for them to be prevented from committing fraud. Can you even imagine? And even then, I’m sure many of them would ram through A-Z claims anyway.
While I’ve been fortunate to avoid these issues as a seller of small items – so far, but I know it’s coming – I’m genuinely interested in finding out why, specifically, this policy cannot be updated to a) reflect the modern reality of large-scale fraud and b) strengthened to deter it. The policy is widely known and shared online as a gateway to easy fraud, it’s literally that appealing. And no matter what sellers can do to cover their behinds, scammers will continue push through their A-Z claims regardless. And they will win, instantly, every single time. I’m curious why this cannot be confronted head-on in a transparent way?
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_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 ?
