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Customer says that she never received the order but she DID
We have reviewed this feedback and found that it is not in violation of our guidelines and has been retained. To request further review of this decision, re-open the case in Case Log.
Well I cannot re open the case because I already make one neither appeal it, the customer gave me a bad review saying that she never receives her order but when you check the tracking info she did. Amazon return her the money, I have the bad feedback saying that she never receives the order, but also she said that the item came defect and is affecting me on my account health. How can I appeal the feedback ? please help
20 replies
Seller_4zBzdtgCyS9EI
doesn't matter what tracking says, unless you shipped via Amazon and the order was protected following protection policies.
Neither matters, if the customer contacted you, told you they didn't get their order and you told them "It shows delivered".
Seller_XyasXNhOT3yJX
Amazon won't allow it. Something similar just happened to me and according to the UNIFORM message that Amazon sends the buyer was not in violation. It's sad how we lose money and get bad reviews. God help us.
Seller_V5l9UBkHDQEjb
typical scam. when "I didn't get it" doesn't work, they try other angles. the last one for me kept bouncing around between not receiving, receiving the wrong thing, to receiving a broken item. just keep telling them to file the claim or return the item. that's all you can do. they will almost never return the item. log it all, and when the claim comes in, represent yourself, same if the chargeback comes in. don't relent.
Seller_3du9yHv0eCHeB
you can add " Direct Signature" option- meaning the person has to sign himself to get the delivery of the goods. I use this with dhl.
It is really sad what amazon does with sellers.
They can easily make sellers happy but never give a claim to sellers.
On every order amazon should charge a small % like an insurance premium and when there is a genuine case give the claim to the seller.
Seller_SJRMV3s4mNrFA
Do this:
"I'm sorry you didn't receive your package. What you must do now is files an A to Z with Amazon. In the meantime, I will file an inquiry with federal postal authorities to investigate what happened to the shipment. They may need to contact you for a statement"
Cooper_Amazon
Good Morning @Seller_hbynGKJGCyHyV,
I'd be happy to look into this situation for you. You mentioned you have been writing into a case with Selling Partner Support? Could you please share the CASE ID with us so we can begin investigating on your behalf?
I look forward to hearing back from you soon.
Sincerely, Cooper_Amazon
Cooper_Amazon
Good Evening @Seller_hbynGKJGCyHyV,
Apologies for the delayed response. I have escalated your case to the Feedback team for an additional review. While I cannot guarantee a change in outcome from what Selling Partner Support has already told you on CASE ID 16835667131, I will see what I can find out. I will follow up with you as soon as I hear back from them. Have a fabulous rest of your Friday.
Sincerely, Cooper_Amazon
Seller_JxGBh45c1NGew
Just lost an A-Z claim yesterday with BUY shipping where the buyer claims item not received even though the Amazon purchased shipping clearly shows delivered. This is one of many this holiday season.
Amazon is no longer honoring claims protections and fraud even if you purchase shipping from them unless you purchase the most expensive shipping option that will be sure to lose you money on the sale.
Just the latest con from ScAmazon. What amazing tricks will they pull out of the hat next, stay tuned and go broke... Best of luck to all who stay on this platform.
Cooper_Amazon
Good Afternoon @Seller_hbynGKJGCyHyV,
I wanted to follow up with you to let you know I am still waiting to hear back from the partner team I escalated your feedback too. Things might be a little on the slower side as folks are returning back to office from the holidays. Hope we get a response soon. Thank you for your continued patience during this time.
Sincerely, Cooper_Amazon
Seller_guCaS93YGnu0t
Notice how it's always different with returns...delivery confirmation suddenly counts for returns.
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