EcommerceBytes Letters to the Editor Letters to the Editor
Your emails to EcommerceBytes
For consideration, send your email to ina@auctionbytes.com with "Letters to the Editor Blog" in the subject line! Remember to include your name as you would like it to appear in the blog.
Wed Jan 22 2014 14:34:06

Seller Loses Amazon Disputes even with Proof of Delivery

By: Reader

Sponsored Link

Dear Ina,
We have been selling on Amazon for some time now and lately we've been getting A to Z cases filed against us AND won for item not received even when we have proof of delivery. When we contest the case, we get this stock email response

"Hello from Amazon.com.
Thank you for writing back to us about order xxx-xxxxxx-xxxxxx. While we understand your concerns about this transaction, we cannot reverse the claim decision at this time.

We can only change this claim upon receiving direct communication from the buyer stating that the item was received with authorization to recharge them for the purchase. We encourage you to contact the buyer directly to determine if the order was received subsequent to the claim. The buyer can then contact us at buyer-guarantee@amazon.com to let us know the item has been received, with authorization to recharge their account. Otherwise, please consider this claim closed. "


So, the only way Amazon will reverse the finding is if the buyer says its okay to charge them. What's the chances of that happening? If they opened a case and said it didn't show up, why would they admit it showed up now?

I know we can't be the only vendors out there getting screwed by Amazon. People complain about eBay all the time, but in our experience, Amazon is worse in regards to sellers.

So fellow sellers beware, if an A to Z case is opened in Amazon, you'll most likely lose. They probably hire the temps to copy and paste this response to all their cases that are refuted.

I'll keep selling on Amazon because we make good money over there, but I don't think I'll be purchasing off it anymore.
Signed,
Annoyed with Amazon




Comments (27) | Permalink

Readers Comments

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

This user has validated their user name. by: Ming the Merciless

Wed Jan 22 15:24:05 2014

Another corporation teaching buyers how to commit theft and fraud at someone else's expense.

Of course, Amaxon has an ulterior motive and that is to coerce 3P sellers into FBA so they can pay for more warehouses and build drones.

As with ebafia, ALWAYS FOLLOW THE MONEY.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

This user has validated their user name. by: Puck

Wed Jan 22 17:00:59 2014

I wonder how long it will take Donahoe & Co. to begin apeing this Amazon 'feature'?

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: Dragonfyree This user has validated their user name.

Thu Jan 23 00:03:43 2014

If you used USPS it sounds like Mail Fraud.

I would definitely contact the post office, and make sure the buyer knows I'm doing it.

It may not help, but you never know.  

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: NYC212 This user has validated their user name.
Web Site

Thu Jan 23 00:29:43 2014

If you don't have signature proof the customer can get a refund even if delivery tracking shows it as delivered.

That said if you have signature proof I would appeal the a-z as the one usually great aspect of Amazon is their appeal system which gives you a second chance from somebody with more experience and time to review the case.  

This year I had an a-z claim awarded to the buyer because the item was tracking as shipped late even though it was delivered only two days late due to east coast snow delays.  They awarded the entire purchase to the customer.  What I learned from this is not to respond to a-z claims until the item tracks as delivered and then they can only get their shipping refunded or need to return it for a full refund.  

While this is frustrating as can be. I never forget what an Amazon rep once told me which is that if running a physical store there is bound to be theft.  In this case I was robbed once, not even a percent of a percent of the business we do on Amazon.  

The comment by Dragonfly about mail fraud I find works as well when a customer says they didn't receive a package that tracks as delivered.  I write them asking to look for the package and then notify them that I'll be contacting the Postal Police.  Over half the time the package surfaces the next day.  Truth is some customers know the market place rules all to well and work them to their advantage for free product & shipping.  I once had a military address customer try saying we didn't ship half of their large order.  Once I told them I'd be contacting the Postal Police to investigate everything magically appeared in the next email.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: comet This user has validated their user name.

Thu Jan 23 01:53:25 2014

@NYC212--

Thank you for posting that 411---altho not an Amazon case I sold an item off ebay (yes I know--for shame!!!!)  and sent it on 7 Jan--item is showing as having been DELIVERED on 10 Jan.  However in that time customer claimed that item was shown as having been sitting in some USPS warehouse for EIGHT DAYS----now filed a Paypal complaint against me!  WTF?  Do they have this mixed up with a different item?  

I had already done exactly as you posted---we shall see if the package---which I even described to them just in case!--turns up.  

If not--I dunno what else to do.  Paypal already seized my funds on this and customer is demanding that I -reship-  not using USPS--which would mean a BIG shipping bill as this is a small lightweight package for which UPS charges a whole lot MORE than USPS==or refund.  Neither of which I would be really happy about.  

Fingers crossed.  

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: doboy This user has validated their user name.

Thu Jan 23 08:42:52 2014

It gets much worse if they are doing credit card chargebacks rather than Paypal disputes.  Easiest way to shop for free.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: Moonwishes This user has validated their user name.
Web Site

Thu Jan 23 08:51:59 2014

>>So fellow sellers beware, if an A to Z case is opened in Amazon, you'll most likely lose. They probably hire the temps to copy and paste this response to all their cases that are refuted. >People complain about eBay all the time, but in our experience, Amazon is worse in regards to sellers. <<

If Amazon is worse, why keep selling there? I've sold on Amazon for over ten years and have had several thousands of dollars worth of goods sold and have never had a single problem with Amazon. Any contact with their CSR has been fine too. Does that mean that Amazon is perfect and never makes mistakes? Of course not. Glitches happen, life isn't perfect nor is any company perfect. I just hate seeing that when Amazon makes one or two mistakes it's whole site is condemned.

No, I am not a troll, nor am I an Amazon cheerleader, just a seller looking to make some much needed money for the family. You can stress about this all you want, or move on with your work.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

This user has validated their user name. by: Marie

Thu Jan 23 09:50:37 2014

@doboy

The rules for Seller Protection on PayPal are so easy to follow, I'm not sure why someone would not do it.  And if you do it, you can win a ChargeBack pretty easily.  But if you aren't following the SP rules, then of course it can be a real issue.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: unknown This user has validated their user name.

Thu Jan 23 10:52:56 2014

Not enough info - what 'proof of delivery' did you provide?

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: Mr. Me This user has validated their user name.

Thu Jan 23 11:40:42 2014

Amazons A-Z system is 100% buyer biased , even when seller has solid proof to refute buyers accusation. System is terrible and lets sleazeball buyers walk all over sellers

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: Gina This user has validated their user name.

Thu Jan 23 11:56:43 2014

"I never forget what an Amazon rep once told me which is that if running a physical store there is bound to be theft"
That's as bad as what a PayPal rep told me, "Customers can only lay 3 charge-backs a year"
This is supposed to comfort sellers??!?  It's a poorly concealed attempt to cover wha the reps KNOWS is totally wrong!

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: Tornad0sRul This user has validated their user name.

Thu Jan 23 12:33:46 2014

This is again more than likely a Customer Service Rep issue, as is usually the case at Ebay. I was shocked to recently be mistreated by Ebay's customer service concerning a "no-brainer" case where a buyer from a blocked country purchased something from me, had it shipped to a USA address, then had a friend or relative unpack it, repackage it, and ship it to Singapore, and then requested a refund for it being broken in transit. Heck I didn't even know how my item got to Singapore?! It took me over a week and 5 Ebay reps before it was straightened out, and even then it practically took an "act of God" to get anyone to help me, and they were usually quite rude and ignorant,.....and powerful. I attempted to get my calls to customer service "escalated" to a supervisor but I was twice told that they were in meetings and would call me back, which they never did. Ebay customer service has way too much power to ruin a legitimate case, or even ruin someone's entire business.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: Tornad0sRul This user has validated their user name.

Thu Jan 23 12:40:34 2014

To Moonwishes: I had the same attitude and experience as you except that I am on Ebay. I was always sticking up for Ebay and telling people the same things that you are saying above, but eventually Ebay did to me what I had read they had done to so many other sellers; screw them over. Amazon will eventually get to you too, and you will no longer be their cheerleader. It only takes once to be mistreated and abused when you are in the right. You lose your trust in them forever, and like you say about big companies, they always make mistakes.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: tmooreseller This user has validated their user name.
Web Site

Thu Jan 23 13:43:03 2014

The solution is very simple. Do not sell through Amazon. The staff is located somewhere in India, not the US, and they don't care about what is the law. I don't do business with Amazon, and do not sell anything through it. Like eBay, I don't trust it to have the seller's back no matter how good the seller is. They are buyer driven. Yes there is bound to be theft, but if you cannot get justice with Amazon you are better off working with some other shopping site and saving yourself the headache of butting heads with an intransigent commerce site. Get your own site and sell direct. You will feel better for it.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: Tornad0sRul This user has validated their user name.

Thu Jan 23 14:05:25 2014

It is not that easy to "get your own site and sell direct", and make money at the same time. It is expensive, extremely time-consuming, and slow progressing, and you will never ever get your website to have the traffic that Amazon or Ebay does.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

This user has validated their user name. by: Philip Cohen
Web Site

Thu Jan 23 18:57:33 2014

Financial institution credit card transaction dispute moderation is fair and balanced and the best you are ever likely to get; I have experienced it as both buyer and seller and have no complaints. The problem for a seller with a credit card chargeback via “PreyPal” (or Amazon?) is that neither “PreyPal” (nor eBay) will spend the time (ie human resources) to defend such a chargeback even if it is defensible; they simply take the most cost efficient way for them to deal with the matter, and that is to acquiesce to the chargeback and make the seller carry the can.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: Moonwishes This user has validated their user name.

Fri Jan 24 01:39:05 2014

>>To Moonwishes: I had the same attitude and experience as you except that I am on Ebay. I was always sticking up for Ebay and telling people the same things that you are saying above, but eventually Ebay did to me what I had read they had done to so many other sellers; screw them over. Amazon will eventually get to you too, and you will no longer be their cheerleader. It only takes once to be mistreated and abused when you are in the right. You lose your trust in them forever, and like you say about big companies, they always make mistakes.<<

I take it you didn't read or comprehend my whole post? I said I wasn't an Amazon cheerleader and while I used to be one for ebay, I left that place 5-6 years ago as it wasn't worth the stress. Nor will I be a cheerleader for any on line venue other than to say if I had/haven't had problems with the sites or not. PayPal being an example. Almost everyone puts it down for whatever reason. I have had probably close to a $100K worth of transactions through them at this point without a problem. But I am aware from others that they do have glitches and make mistakes. But I continue to use them and one problem on their part is most likely not going to cause me to cancel them because to cancel them would deny me sales. Ecrater just added Stripe lately. Some sellers say they are hearing so much 'bad' stuff that they won't try it. Most of the 'bad' stuff they hear are from sellers that haven't even signed up to use it! They haven't seen how smoothly it works.

I was merely trying to point out that 1-2 problems with a company is not necessarily what always happens and it is probably the minority of how things happen. If you don't want to take your chances with ebay or amazon or ecrater or any of the other sites out there, then build your own website. And yes I know it is hard work and precisely why I haven't gone that route. I sell on amazon and ecrater. I make my money and I am happy. Nowhere are we guaranteed a stress free life selling on line, as selling on line isn't  one of our American rights but it is a great way for those of us who can't go out to work to make enough to keep a roof over our heads.

I see this trend lately that someone has a problem or two and spreads the word. Soon every one is doing chicken little imitations. I try to use business and common sense when evaluating these types of situations. If I have trouble with a company (name your pick) and loose even $100 will I quit using that company or continue to use them remembering the other thousands of dollars I have made with them and will be able to continue to make. If the problem looks to become chronic and will be loosing me money, time and causing stress continually then yeah, I would give it a boot. But sellers that won't use a site or service because they heard others had problems isn't a real practical way to make a business decision. On ecommercebytes all you hear is a laments about ebay, but when I asked my son, an ebay seller, how he was doing and what he thought of the site, he had no problems and was making money and that was all he cared about.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

This user has validated their user name. by: Rexford

Fri Jan 24 07:18:23 2014

"It is not that easy to "get your own site and sell direct", and make money at the same time. It is expensive, extremely time-consuming, and slow progressing, and you will never ever get your website to have the traffic that Amazon or Ebay does."

And yet so many sellers are doing it, and with success.

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

This user has validated their user name. by: Rexford

Fri Jan 24 07:20:22 2014

Amazon should run an ad campaign as such-- "Shop with us, we'll throw a seller under the bus for you!"

Seller Loses Amazon Disputes even with Proof of De   Seller Loses Amazon Disputes even with Proof of De

by: RCL This user has validated their user name.

Fri Jan 24 07:36:41 2014

Several times in the past few years, items that were confirmed as having been delivered, were not. I was out. Someone else on the street probably got the items. eBay said tough luck--they alway took USPS' word.

Click to view more comments
1 2  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.