Erroneous Decision on A to Z Has Essentially Shut My Shop Down
I'm posting in the hope that an admin might read this and assist. I'll cut to the chase:
Customer opened an A to Z for a package that got lost in the mail.
I shipped the package a day earlier than required.
Shipping was purchased through Amazon.
Order page says "Claims protected."
Despite this, the A to Z was found in favor of the customer.
But wait...I'm not just out the cost of the item. The claim resulted in an order defect rate of 1.27% that essentially shut my shop down so I can't even sell to overcome that defect rate!
My livelihood is affected because of somebody incompetent in the A to Z department who can't even give me an explanation for their illogical decision. I've contacted customer support but all they do is transfer it and I got a second rejection. My follow-up support ticket isn't moving after a couple days.
What options do I have?
Erroneous Decision on A to Z Has Essentially Shut My Shop Down
I'm posting in the hope that an admin might read this and assist. I'll cut to the chase:
Customer opened an A to Z for a package that got lost in the mail.
I shipped the package a day earlier than required.
Shipping was purchased through Amazon.
Order page says "Claims protected."
Despite this, the A to Z was found in favor of the customer.
But wait...I'm not just out the cost of the item. The claim resulted in an order defect rate of 1.27% that essentially shut my shop down so I can't even sell to overcome that defect rate!
My livelihood is affected because of somebody incompetent in the A to Z department who can't even give me an explanation for their illogical decision. I've contacted customer support but all they do is transfer it and I got a second rejection. My follow-up support ticket isn't moving after a couple days.
What options do I have?
40 replies
Seller_nRFmxiQg4EGrw
If you have a case open, post the number and tag some mods. If you don't know how to tag, respond to this message and I'll try to tag a few for you.
It's not worth tagging them if there is no case # for them to look at.
Seller_OvL8C4BJWiuS9
Was the order scanned by the carrier as "accepted" on or before the ship by date?
Seller_4zBzdtgCyS9EI
You say you shipped it a day early, but on the carrier's site (NOT Amazon) does it show the package receiving an "in possession" scan at a carrier location, by the ship-by date?
Seller_4zBzdtgCyS9EI
They didn't. That's what Amazon updates it to, when you print the shipping label!
The "package delayed in transit" appears if a label was printed, but USPS has no record of receiving the package.
Again, that's why I said carrier's website.....there is not even a scan sheet scan. If you have a pick up, you need a scan sheet. If there is not enough for a scan sheet, you need to have your packages scanned in at pick up. drop off, they always scan them in.
Seller_Sram36TnVt73c
Delivery date was to be March 26.
First scan is April 22 in Chicago (!).
Still hasn't been delivered.
Seller_wnc1pjYEF5ZqF
Did you get a receipt when you dropped it off at USPS/Post Office? This wasn't scanned until it reached the distribution center.
Seller_24FzucbyGtgZS
File for arbitration: https://sellercentral.amazon.com/help/hub/reference/G1791
Section 20 gives all the instructions on how to file.
NO ONE here on the forum (and especially NOT the "mods" whose sole function is to prevent you from filing for arbitration and NOT to get you any relief) will be able to help you.
This is the best advice you can receive (except that Amazon should NOT be your exclusive sales channel for your business).
Seller_NN4bdWIY3J7y5
I mentioned in other thread and trying to say one more time here
I’ve been pulling my best products off Amazon, and honestly, I don’t see myself relying on the platform long term anymore.
The deeper I looked, the less the math made sense:
You spend countless hours managing listings, ads, inventory issues, policy changes, and customer disputes… while your margins get thinner every year.
And in the end?
You don’t own the customer.
You don’t control the platform.
You don’t really build a brand.
You’re helping Amazon grow more than you’re growing your own business.
Not saying Amazon doesn’t work — clearly it does for a lot of sellers. But for me, the costs are starting to outweigh the benefits.
Anyone else shifting away from marketplaces and focusing more on owned channels?
Seller_4zBzdtgCyS9EI
Your own website is a waste of time and money, unless you are willing to spend THOUSANDS on promotion or sell products that are truly unique and even then...sluggish at best. I quit here a year ago. There is more at stake then just making a profit. mental health is real. Nobody should wake up in the morning finding their life "suspended". Nobody should wake up in the morning, terrified of what they will see when they sign in. Nobody should have to deal with the stress of constant bot changes, lost listings, reviews, packages, FBA inventory........
For the stress and wasted time to be worth it, you have to consider what you want to be paid per hour and if you don't make that NET profit that pays you that wage, it's time to move to other sides that do.
Seller_klhSOGtfaCFgw
I am so sorry for your situation with amazon, regardless of what happened with USPS the item was dropped off scanned on time, the box got stuck at a conveyor at USPS or whtever the problem was , no one should have a biz. shut down overnight for a shipping glitch that includes too maney variables. Just the feeling that your biz. can be wiped out suddenly is a very heavy burden for a small biz. operator.
