We enjoy reading your newsletters. Thank you. We've been selling online since 2000. We're a manufacturer / distributor of different products. We're on eBay and many other major ecommerce websites.
Up until Oct of 2015, we allowed our retail customers to sell our product on Amazon. After a few years, we noticed that our products were being described incorrectly and our company name was not accurate on the listings. We tried to fix this through Amazon head office but were unsuccessful.
Since 2000, we have never had a single complaint have had 100% positive feedback. We make customer service a priority. The reason I am contacting you is because we have come across a major loophole on Amazon.
Please read to help others - here is how we came across a major loophole.
1) Buyer places and order. USPS tracking shows the buyer received the order within 4 days of placing the order.
On the same day that tracking showed that the item was delivered, we receive an email from the buyer that even though USPS shows that the item was delivered, they did not receive the package. We had 24-48 hours to respond. (In 16 years, we've never had a package go missing).
We tried to call the customer 3-4 times. No Answer. We sent 2 messages through Amazon. No answer.
Now, our time was running out for a charge back and a claim filing (which we were threatened with).
After speaking to someone at Amazon, we let the customer know that a SECOND package was on its way and that we would be filing a USPS claim for the initial package.
2) After the second package was shipped, we kept tracking it until it was delivered. The second package was delivered within 3 days of our message to the buyer. So we sent a message through Amazon asking for confirmation that they received the second package.
Today we received a message from the buyer that yes they received the second package but it was not "exactly" what they were looking for. My company publishes/develops board games and this particular one is the only one that has been published for this particular TV brand.
The way this all transpired and from the 2 messages that we have received from this buyer, it's a blatant attempt to commit fraud and rip us off. It's fairly obvious now that they received the initial product and asked for the second one as a cover. Now they have the initial shipment at no cost and are attempting to return the second one.
We will be out the initial product and 2 shipping fees.
IF we receive the product back we are basically forced to give a full refund or else they can leave negative feedback. Being a new seller on there and the lack of people leaving feedback, it would make a huge impact on our rating.
So there is no protection for the seller. I would not waste time on something like this but this is a loophole that someone can be profiting from in the millions of dollars. The sellers get screwed and the buyers don't have to pay a dime.
I'm having Amazon investigate (which is complete BS) and more importantly, I'm asking the USPS to investigate for mail fraud.
Be careful of selling on Amazon as they do not have the protection in place for sellers like even eBay does. (You can not block a buyer, you don't know how long they have been a member and there is no procedure for this, they are making things up as they go).
Thanks and I hope it helps sellers out there from being ripped off by professional criminals.