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I am over here scratching my head; trying to figure out WHO came up with the policy of “refund at first scan.” Does anyone else have the same problem with this as we do?!!? In my experience, you are only BEGGING for scammers to send back other items and keep the ones they received. We have had this happen to us; just curious if anyone else has had it happen as well. How does AMAZON propose to know that the buyer IS sending back the item ordered; or if they are sending empty tape rolls, like one of our buyers did. Amazon really needs to rethink this policy!

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Drop shipping - a serious discussion
by Seller_rGcQW1yb6ZWbC
Amazon replied

I fully understand that it is now against policy for an Amazon 3rd party seller to use a drop shipper, including Amazon. What I don't understand is why this policy had such a drastic change over the years.

Back when this site was primarily for book sellers, it was common place to drop ship from Amazon, as long as a seller didn't use his/her Prime account. In fact, it was often suggested to drop ship from Amazon when a seller had a problem with inventory. If a seller was unable to locate a book in his or her inventory or if the copy they had was not in the condition as originally stated, experienced sellers would suggest drop shipping directly from Amazon. Back then we also had the option to go to the mall's local book store to buy it - unfortunately, we can't do that any more because most local bookstores are gone.

When a seller drop shipped from Amazon, the seller was able to complete the sale. They did not need to cancel the buyer's order. And the buyer most likely got a book in better condition than what was originally ordered. Drop shipping from Amazon was the best way for a seller to get out of a jam. .

I understand Amazon not wanting sellers to drop ship from other companies such as Walmart or Target.

I would really like to know why Amazon changed this policy. I would really appreciate a moderator's explanation.

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Additional refund
by Seller_Vbvsp0PDJvPr4

I have no option to give additional refund on seller central. How can I gave 75% refund to a customer

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Why Amazon gave refund to buyer beyond the value of the order ?

Customer ordered a product with a total value of $19.20+$0.38= $19.58 on Prime Day 16th (Yesterday)

Immediatly after ordering Amazon issued a refund of $30.24 resulting in a negative total balance of -$10.66

How is this possible ? Is this a new way for customer to make money ?

I noticed this customer had ordered a couple of times before one 5 months ago another 6 months ago. Both orders were $24.99 because it's not Prime Day Deal. Did Amazon over-refund so that the price of two orders matches the Prime Day Deal price ? What ! ! !

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I am posting this information because I support this category and I am aware of problems some of you have had when processing refunds for wrong items returned by buyers. Please use the process outlined below and share your experience here.

If a buyer returns an item and it is not the item they purchased, immediately contact them and tell them you believe they made a mistake. Ask them if they would like the incorrect item returned to them, and let them know that they can return the correct item for a refund. In your communications to them via buyer seller message, be sure to attach a clear image of what you received from them.

Contacting the buyer is a crucial first step. It shows good customer service and positive intentions. It will support any appeal or claim you make later to defend your claim of switcheroo. Next, launch the partial refund workflow. Grade the item condition and upload images. You may take a 100% restocking fee.

The buyer may file an A-to-z claim. Defend the claim and reference the images you uploaded when you processed the refund and the message you sent the buyer.

Alternatively, Amazon may have refunded the order upon the carrier’s first scan of the return label. If so, file a SAFE-T claim. Seller Assurance for E-Commerce Transactions (SAFE-T) claims allow sellers using Prepaid Return Labels (PRL) in the seller-fulfilled network to appeal Amazon's decision to issue a refund to a customer.

Please share your feedback here! I like you and I want you to be successful selling on Amazon.

Best regards, Susan

35 votes
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Okay so I just had a customer get a return saying they did not receive the item however I have proof of delivery via photograph from the carrier. I am clearly not getting this item back as it "was not delivered" is this a valid Safe T claim or do I just suck up the 27 dollar loss and keep it moving.

It was for a Backpack for back to school the carrier will not reimburse as they provided photographic POD. Hoping all the wisdom of you seasoned sellers can assist me! Thank you in advance.

The Bargain Closet LLC

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Making Trading Cards Non Returnable
by Seller_niVmDINS0v2Uv
Amazon replied

How can I make my trading card listing non returnable orders? In the trading card world there are a lot of bad actors that will buy trading card packs, open them, take the good cards out, reseal the pack and return them. This is extremely common. How can make these items non returnable?

1 vote
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11 replies
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A to Z Claim Affected Our Metrics
by Seller_pF4OOz8BJARoQ

I do not understand why Amazon won't ever side with their sellers for once in this space, a customer ordered an item, which we shipped on time, as per the due process. On the same order, Amazon suggested that Signature Confirmation was compulsory for this order, which we did. Delivery was attempted twice during the time frame for this order to be delivered, and there was no adult recipient available to receive the package, this customer contacted us and requested we assist, I gave a detailed explanation on how to reschedule delivery or arrange pickup with USPS, the third-party partner that DHL handed over the package to, but these instructions, fell on deaf ears. Now the customer opened A to Z claim and won immediately, why would this affect our ODR, when delivery was attempted twice and this customer was unavailable, what magic does Amazon want us to do here, We should call the customer or teach them how to follow simple instructions, or what?

Please Mods, review and escalate this, it should not count against our metrics.

@Seller_RsATYbG9XP0HP, @Seller_q5VULSdzfEHW0

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A buyer returned an order to us today and left out an expensive charger (this item is discontinued and OEM chargers are hard to find), we charged them for it and they left us a 1 star review complaining about it.

Here's the best part!

In our partial refund we sent them, we did not include any notes and only checked "Missing" in the "Accessories" tab.

In their review they state we charged them $30 for a charger (right we did) but we did not tell them that in the return notes, therefore this buyer has knowingly left out the the charger from the return and is upset we caught them, they also messaged us minutes before leaving that review stating "I am going to make sure no one buys from you"

This is blatant buyer abuse as well as a threat directly from a buyer, what is going on here on AMZ, week after week we are bombarded by bad actors!

I'd like a mod to step in and help us rectify this!

Case ID: 15606941901

Order ID: 114-4550579-2297861

1 vote
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Buyer Messages Error
by Seller_Uuh1lu5sKdtdI
Amazon replied

7/17/24 12:15AM EST

The widget on my Seller Central for Buyer Messages shows an exclamation mark in a red circle followed by the word "ERROR"

Anyone else experiencing this?

I need to get into buyer messages to look at a previous conversation, but can't.

Any suggestions?

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