How to protect myself from agressive customer?
Hi fellow sellers!
First time (I was lucky enough until today with my customers) I have faced aggressive and inadequate customer to a level that I can hardly handle the situation.
So the story:
- order placed NOV 28 - ship by DEC 5 - deliver by DEC 13
- on DEC 4 at 5 pm package was handled to carrier
- same day at 5:30 pm customer attacks me with "immediately process refund as the order was not delivered on time"
- he was informed in very polite way that there is an effort to stop the shipment, if it will not work then he will have to receive the item and return back to me in order to process the refund
- he was insisting again on immediate refund, was informed about procedures once again
- today, DEC 16th, I received response from carrier that they are redirecting my shipment back to me
- today, DEC 16th, at 3 pm, I have fully refunded him an order with comments that "I managed to stop the shipment, so please see the full amount"
- after that I have closed the "return request" as there was nothing to return and I have selected "not returning any items" from the drop-down
- today he attacks me in my inbox stating following:
I am writing to address a serious issue. You incorrectly reported to Amazon that I returned the item in poor condition, but I never received the product.
As I mentioned above, I canceled the order due to shipping delays and have proof of this. Despite this, you have closed the return request, and I still have not received my refund.
This is unacceptable. Please correct this immediately by processing my full refund and updating Amazon. If not resolved, I will escalate the matter.
Isn't this a "The buyer is trying to harass or intimidate me" option on the report a message? One thing for sure I know he will leave a bad review to me as a seller. I have satisfied him fully, there was nowhere I was reporting him, and he clearly lies about both receiving late, and that I have reported him as returning in bad condition. How could I do that if he didn't even return anything to me!
I am totally lost. I already have received a bad review that Amazon rejected to remove, where the guy says that the delivery person left a package not close to his door. Amazon did not remove the review.
How can I protect myself?!
Thanks a lot for help to everyone.
How to protect myself from agressive customer?
Hi fellow sellers!
First time (I was lucky enough until today with my customers) I have faced aggressive and inadequate customer to a level that I can hardly handle the situation.
So the story:
- order placed NOV 28 - ship by DEC 5 - deliver by DEC 13
- on DEC 4 at 5 pm package was handled to carrier
- same day at 5:30 pm customer attacks me with "immediately process refund as the order was not delivered on time"
- he was informed in very polite way that there is an effort to stop the shipment, if it will not work then he will have to receive the item and return back to me in order to process the refund
- he was insisting again on immediate refund, was informed about procedures once again
- today, DEC 16th, I received response from carrier that they are redirecting my shipment back to me
- today, DEC 16th, at 3 pm, I have fully refunded him an order with comments that "I managed to stop the shipment, so please see the full amount"
- after that I have closed the "return request" as there was nothing to return and I have selected "not returning any items" from the drop-down
- today he attacks me in my inbox stating following:
I am writing to address a serious issue. You incorrectly reported to Amazon that I returned the item in poor condition, but I never received the product.
As I mentioned above, I canceled the order due to shipping delays and have proof of this. Despite this, you have closed the return request, and I still have not received my refund.
This is unacceptable. Please correct this immediately by processing my full refund and updating Amazon. If not resolved, I will escalate the matter.
Isn't this a "The buyer is trying to harass or intimidate me" option on the report a message? One thing for sure I know he will leave a bad review to me as a seller. I have satisfied him fully, there was nowhere I was reporting him, and he clearly lies about both receiving late, and that I have reported him as returning in bad condition. How could I do that if he didn't even return anything to me!
I am totally lost. I already have received a bad review that Amazon rejected to remove, where the guy says that the delivery person left a package not close to his door. Amazon did not remove the review.
How can I protect myself?!
Thanks a lot for help to everyone.
1 respuesta
Daryl_Amazon
Hi @
We understand how frustrating and upsetting it can be to deal with an aggressive or unreasonable customer.
First and foremost, your safety and well-being should be the top priority. If you ever feel threatened or harassed, please do not hesitate to report the behavior to Amazon and the appropriate authorities if necessary.
Regarding the specific situation you described, it seems that you have handled it professionally and followed the proper procedures. You provided clear communication, processed the refund promptly, and closed the return request appropriately. The customer's claims about you reporting an item returned in poor condition appear to be unfounded, as the order was canceled before delivery.
However, we understand your concern about the potential for a negative review, even after providing satisfactory service. Unfortunately, some customers may leave unjustified negative feedback, which can be frustrating for sellers. In such cases, you can try to appeal the review by providing evidence and a detailed explanation to Amazon's seller support team. While Amazon may not remove every disputed review, they do consider valid appeals.
Here are some helpful resources and tips:
Report a Violation: If the customer continues to harass or intimidate you, you can report the behavior to Amazon by following these steps: Report a Violation
Appeal an Unfair Review: If the customer leaves an unjustified negative review, you can appeal it by providing evidence and a detailed explanation. Here's how: Appeal a Product Review
Remember, while negative experiences can be disheartening, maintaining professionalism and adhering to Amazon's policies is crucial. By following the proper channels and providing clear documentation, you can protect yourself and your business.
We hope this information is helpful, and we encourage you to reach out to Amazon's seller support team if you need further assistance or have additional concerns.
Daryl