A customer asked a question about return policy on a MF order and sent it as a three-star seller feedback. This feedback should be removed because the customer thought they were asking Amazon a question about a return and the customer did not know they were publishing a seller feedback. Here is the feedback: "

"I wasn't aware that I had to pay $6.10 to send it back. Is there anyway I can send it back cheaper?"

Notice that the customer is asking a question about Amazon's own shipping charges which have nothing to do with me as a seller. The customer issued a seller feedback which appears as a negative review but the feedback was intended as a question to Amazon customer service. Also the customer was satisfied with the item:

Return Reason:

No longer needed

Buyer Comment:

The class was cancelled until maybe next year.

This feedback should be removed because it shows as a negative three-star feedback and looks like me as the seller is charging high return shipping when I do not control Amazon's Buy Shipping rates.

long story short:

• Customer places order
• Customer returns at own expense without opening a return request.
• We receive the products & issue the refund.
• Refund goes to pending
• Pending notice disappears after a couple of hours and the order is never refunded.

We opened a case with seller support. The representative tells us that the customer's card expired & that the customer needs to add a new card so the refund can get disbursed to our account. They request that we let the customer know this information and to contact Amazon's customer service if they need additional assistance.

After the customer contact's customer service, all customer service does is send us a message and tell us to "resolve it". Essentially throwing us under the bus, acting as if we haven't issued the same refund dozens of times. We of course comply & nothing happens.

Below is "seller support's...support"

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Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product:

Order number:

Return requested: No

Reason for contact: Customer wants help with the refund for this product as he didn't receive this item. But customer wants the refund in different card as the card he used to make payment of this product is no longer available. So Please help customer to issue a refund to another card.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service

Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product:

Order number:

Return requested: No

Reason for contact: Hello Seller,

ASIN -

THIS IS TO INFORM THAT THE REFUND IS GETTING DECLINED AND CUSTOMER NEEDS THE REFUND ON A NEW CARD AS THE ORIGINAL PAYMENT CARD IS NOT ACTIVE , PLEASE REFUND THE AMOUNT ON NEW CARD AND RESOLVE.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service

Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product:

Order number:

Return requested: No

Reason for contact: The customer asking for his refund.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service

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Rinse & repeat this doom loop / wild goose chase. We've even asked the customer to open an A to Z but they haven't been able to for some reason.

Relevant case ID's are below:

15680926801

15643498391

15321161661

Mods - we are very, very tired of dealing with this issue. This is your responsibility, not ours. We have done our part by issuing the refund request several times. As you know, we have nothing to do with billing nor do we even see the buyer's payment information. It's extremely frustrating that this is happening as we actually want to help this customer, not give them useless advice that won't do anything. The customer did the right thing by returning the product, we are not trying to keep their money. This makes us look really bad and incompetent.

Please escalate & fix this ASAP.

The customer return is such a joke. Lots of customers buy the product just to see it and then return it stating the wrong reason. Some of taking advantage of Amazon's return policy and return a different item instead of the original product. It happed to me lately. A piece of carpet was sent to me in the return instead of my electronic product.

Amazon customer service is a joke. Whenever I contact them, they give me a runaround. The reps change daily. No one wants to read the description of the issue and look at the attached case related images. Everyone sends a template of the same questions.

In other words, No one cares about the customer service. I wish someone higher up take a note of the bad quality of the customer service. Rating system for the customer rep is the only way to improve it. Such a waste of customer's time.