Auto Refunds on Returns Given, But Items Not Returned = Fraud?
I need Amazon Support Help (and any insightful feedback) ASAP!!
OK, so I am the seller, and I am having two (2) issues of customer fraud perpetrated via Amazon, as I sold two (2) items on Amazon.com to two (2) different customers, but upon arrival both gave different reasons for wanting to send them back. They both claimed they sent the items back, but they have not and so they have already in advance both been auto refunded in full and yet have both kept the items in question!
Surely that is fraud on both counts and they are using Amazon to do it, as this crap always happens around this time of year! Everyone wanting something for nothing!
I tried communicating with their Contact Us/Live Agent, but I got passed from one out-of-country Amazon employee to another (each one of the 8 employees "leaving the chat" to pass me to another, because they couldn't Google what my issue was - or understand the issue even when fully described) before I was given the option below).
Two (2) days ago I used their Contact Us/We Will Call You Now option, and spoke with someone who also just didn't seem to get it for 30 minutes. After he told me he couldn't connect me with Business Support due to a "technical glitch," he then promised an email would be sent to me with all the details we had spoken about plus someone from Business Support would call me in 24 hours (neither thing happened!).
I used that very same service again today, was passed to a third person in under 10 minutes, who I explained over and over and over the situation, she kept saying she couldn't connect me to Business Support as she was experiencing a "technical glitch", and then disconnected the phone call!
So, in summary, I have had two (2) counts of fraud perpetrated against me using the Amazon platform, they have their refunds, they have their items, and I have nothing and yet every route I take to get Amazon help ends up with me being disconnected due to the employee not understanding anything that I am saying!
This is terrible Amazon customer service and I am sick and tired of their customers committing fraud against us long-standing Amazon sellers and so I need this taken care of now!
So if any upper level Amazon employee is reading this and can help and wants to rectify what their useless employees are not caring to even look into, I would appreciate the help, as I am very angry and very frustrated and stuff like this should never happen (and when it does, it should be handled by a live agent right there and then on the phone!)
6 replies
Danny_Amazon
Hello @Seller_n7Yja1thM7WX2- and thanks for taking the time to report on this experience here in the seller forums.
In cases where a customer is refunded, but never returns a product, you may be eligible to file a SAFE-T Claim for reimbursement. You can review this post on best practices for filing and appealing SAFE-T Claims in case it's useful for the orders in reference!
And I do apologize for this experience with support teams, while they cannot file a SAFE-T Claim on the behalf of a customer, they should follow up appropriately following a phone call, despite any technical difficulties. If you would like to share the case ID(s) where these issues occurred, I'd be happy to review from my end for any coaching opportunities.
Thanks,
Danny
Auto Refunds on Returns Given, But Items Not Returned = Fraud?
I need Amazon Support Help (and any insightful feedback) ASAP!!
OK, so I am the seller, and I am having two (2) issues of customer fraud perpetrated via Amazon, as I sold two (2) items on Amazon.com to two (2) different customers, but upon arrival both gave different reasons for wanting to send them back. They both claimed they sent the items back, but they have not and so they have already in advance both been auto refunded in full and yet have both kept the items in question!
Surely that is fraud on both counts and they are using Amazon to do it, as this crap always happens around this time of year! Everyone wanting something for nothing!
I tried communicating with their Contact Us/Live Agent, but I got passed from one out-of-country Amazon employee to another (each one of the 8 employees "leaving the chat" to pass me to another, because they couldn't Google what my issue was - or understand the issue even when fully described) before I was given the option below).
Two (2) days ago I used their Contact Us/We Will Call You Now option, and spoke with someone who also just didn't seem to get it for 30 minutes. After he told me he couldn't connect me with Business Support due to a "technical glitch," he then promised an email would be sent to me with all the details we had spoken about plus someone from Business Support would call me in 24 hours (neither thing happened!).
I used that very same service again today, was passed to a third person in under 10 minutes, who I explained over and over and over the situation, she kept saying she couldn't connect me to Business Support as she was experiencing a "technical glitch", and then disconnected the phone call!
So, in summary, I have had two (2) counts of fraud perpetrated against me using the Amazon platform, they have their refunds, they have their items, and I have nothing and yet every route I take to get Amazon help ends up with me being disconnected due to the employee not understanding anything that I am saying!
This is terrible Amazon customer service and I am sick and tired of their customers committing fraud against us long-standing Amazon sellers and so I need this taken care of now!
So if any upper level Amazon employee is reading this and can help and wants to rectify what their useless employees are not caring to even look into, I would appreciate the help, as I am very angry and very frustrated and stuff like this should never happen (and when it does, it should be handled by a live agent right there and then on the phone!)
Auto Refunds on Returns Given, But Items Not Returned = Fraud?
I need Amazon Support Help (and any insightful feedback) ASAP!!
OK, so I am the seller, and I am having two (2) issues of customer fraud perpetrated via Amazon, as I sold two (2) items on Amazon.com to two (2) different customers, but upon arrival both gave different reasons for wanting to send them back. They both claimed they sent the items back, but they have not and so they have already in advance both been auto refunded in full and yet have both kept the items in question!
Surely that is fraud on both counts and they are using Amazon to do it, as this crap always happens around this time of year! Everyone wanting something for nothing!
I tried communicating with their Contact Us/Live Agent, but I got passed from one out-of-country Amazon employee to another (each one of the 8 employees "leaving the chat" to pass me to another, because they couldn't Google what my issue was - or understand the issue even when fully described) before I was given the option below).
Two (2) days ago I used their Contact Us/We Will Call You Now option, and spoke with someone who also just didn't seem to get it for 30 minutes. After he told me he couldn't connect me with Business Support due to a "technical glitch," he then promised an email would be sent to me with all the details we had spoken about plus someone from Business Support would call me in 24 hours (neither thing happened!).
I used that very same service again today, was passed to a third person in under 10 minutes, who I explained over and over and over the situation, she kept saying she couldn't connect me to Business Support as she was experiencing a "technical glitch", and then disconnected the phone call!
So, in summary, I have had two (2) counts of fraud perpetrated against me using the Amazon platform, they have their refunds, they have their items, and I have nothing and yet every route I take to get Amazon help ends up with me being disconnected due to the employee not understanding anything that I am saying!
This is terrible Amazon customer service and I am sick and tired of their customers committing fraud against us long-standing Amazon sellers and so I need this taken care of now!
So if any upper level Amazon employee is reading this and can help and wants to rectify what their useless employees are not caring to even look into, I would appreciate the help, as I am very angry and very frustrated and stuff like this should never happen (and when it does, it should be handled by a live agent right there and then on the phone!)
6 replies
6 replies
Danny_Amazon
Hello @Seller_n7Yja1thM7WX2- and thanks for taking the time to report on this experience here in the seller forums.
In cases where a customer is refunded, but never returns a product, you may be eligible to file a SAFE-T Claim for reimbursement. You can review this post on best practices for filing and appealing SAFE-T Claims in case it's useful for the orders in reference!
And I do apologize for this experience with support teams, while they cannot file a SAFE-T Claim on the behalf of a customer, they should follow up appropriately following a phone call, despite any technical difficulties. If you would like to share the case ID(s) where these issues occurred, I'd be happy to review from my end for any coaching opportunities.
Thanks,
Danny
Danny_Amazon
Hello @Seller_n7Yja1thM7WX2- and thanks for taking the time to report on this experience here in the seller forums.
In cases where a customer is refunded, but never returns a product, you may be eligible to file a SAFE-T Claim for reimbursement. You can review this post on best practices for filing and appealing SAFE-T Claims in case it's useful for the orders in reference!
And I do apologize for this experience with support teams, while they cannot file a SAFE-T Claim on the behalf of a customer, they should follow up appropriately following a phone call, despite any technical difficulties. If you would like to share the case ID(s) where these issues occurred, I'd be happy to review from my end for any coaching opportunities.
Thanks,
Danny
Danny_Amazon
Hello @Seller_n7Yja1thM7WX2- and thanks for taking the time to report on this experience here in the seller forums.
In cases where a customer is refunded, but never returns a product, you may be eligible to file a SAFE-T Claim for reimbursement. You can review this post on best practices for filing and appealing SAFE-T Claims in case it's useful for the orders in reference!
And I do apologize for this experience with support teams, while they cannot file a SAFE-T Claim on the behalf of a customer, they should follow up appropriately following a phone call, despite any technical difficulties. If you would like to share the case ID(s) where these issues occurred, I'd be happy to review from my end for any coaching opportunities.
Thanks,
Danny
