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Customer Upset About A-Z Claim Results
Customers can be absolutely ridiculous....let me explain.
Customer purchased an item after hours on March 11. I promptly shipped it on March 12 using "Buy Shipping" through Amazon. Product showed as being delivered on March 17 with a photo for proof of delivery. I received a message from her on March 22 saying that she never received the package.
I respond by telling her to file an A-Z claim which she did. She sent me multiple messages saying "checked everywhere"...."just refund me"...."I cannot accept this behavior"....the whole 9 yards. She even sent me a picture of her home. The address the package was delivered to is in South Florida. The picture of the house she sent me is clearly not in South Florida. In addition, the house number in the photo did not match the house number on the shipping label. I called her out on this and she responded by saying "That's not my number in my picture, this picture of the back door." What does that even mean?
I received an email over the weekend from Amazon on their claim decision. They closed the claim because the customer did not respond to Amazon's request for additional information. Of course she messaged me again asking when this is going to be resolved.
At this point I feel like just taking the loss and refunding her. Honestly, she is a customer that I know would do more harm than good to a small business.
If there are any Amazon moderators reading this, please look into it for me. Order ID: 111-3873446-5141004
Thank You.
5 replies
Seller_OvL8C4BJWiuS9
The only thing she can do is leave a negative review-if your account can handle the hit, then mark as no response needed. You can message one last time and state that Amazon has closed her claim and that the matter is closed. She also can open the claim up again and provide whatever they are asking her for if she even has it. It's a catch 22 for sellers, either way, you could be hit with a metrics hit or bad review.
Seller_Sram36TnVt73c
I can't imagine refunding this order.
Why reward such behavior?
Was this shipped by USPS? If so, I would file a missing package inquiry on their website (HELP>Find Missing Mail) to make sure she is on their radar.
As mentioned above, mark all subsequent messages as No Response Needed and stop engaging with her at this point.
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