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Sat Feb 6 2016 22:57:35

Seller Questions Amazon's Seller Protection

By: Reader

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Dear Ina,
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.
N.




Comments (15) | Permalink

Readers Comments

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: FeelingFroggy This user has validated their user name.

Sun Feb 7 08:00:45 2016

Just like Fleecebay. If the USPS scans the item delivered and you have that tracking you are covered against any and all claims of non delivery.

Why would you send another package??? That was your mistake....You have no proof that the customer didn't get the first package at all other than the USPS scanned it as delivered which protects you.

You assume the buyer is scamming you. You sent the second package and maybe it wasn't what they expected. Now you get to pay for the return.

You should have just let the tracking number do what it is designed to do. Protect you against non delivery, and not send another package.

Now you probably will pay for the return, lose money on the sale and get a negative.

You need you learn the right and wrong way to handle these problems. Even long term sellers make mistakes. Unfortunately you will learn the hard way.

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

This user has validated their user name. by: eXtinctBay

Sun Feb 7 09:43:45 2016

@Froggy

Guess you have never sold on The River. Unlike eBay, mere delivery confirmation tracking doesn't prove a thing in the eyes of Amazon. You aren't covered against any non-receipt claims. And buyers know this.

If a package is not signed for, it is considered NOT to be delivered, no matter what USPS or UPS (delivery confirmation) tracking numbers state.

To ensure payment, a seller must pay an extra $2.45 for signature confirmation. It is a bit like gambling. Do you risk that the buyer will get the package, or fork out a couple of bucks and change to guarantee they do???

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: FeelingFroggy This user has validated their user name.

Sun Feb 7 15:04:40 2016

I have two stores on the river and never have had that problem. Tracking has always worked for me.

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: dasw This user has validated their user name.

Mon Feb 8 02:00:05 2016

''Product(s) Shipped with Delivery Confirmation Tracking--Tracking Shows Delivery and Buyer Claims Item Not Received
The A-to-z Guarantee team will investigate the dispute. Amazon may contact the buyer to confirm non-receipt. If no receipt is confirmed, the seller may still be held liable for lack of fulfillment - Amazon will not cover service errors, including loss, theft, or postal/shipping issues.  Amazon will, however, continue to protect sellers from fraudulent buyers and A-to-z Guarantee abusers.''

So, in the case of Delivery Confirmation (with no signature), Amazon will only accept what the buyer claims.  

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: cosqueen This user has validated their user name.

Mon Feb 8 05:50:23 2016

This is the biggest scam on Amazon. I have at least one of these every week.  It's   called ''buy one get one free on scamazon.''  So how is it this problem only exists there??? Because mail fraud is rampant there and it is allowed.  They do not want to lose any customer even if it is a criminal buyer. Eventually, it will catch up with the buyer although sellers will suffer the lost revenue until that customer is suspended for one too many tries. So sad.

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

This user has validated their user name. by: Rexford

Mon Feb 8 07:15:51 2016

I can answer that. There is no seller protection.

Note that the money does not come out of Amazon's pocket.  If it did the policies would be different.

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: Chicago48 This user has validated their user name.

Mon Feb 8 08:10:49 2016

AMZ has gotten worse and tightened up restrictions and policies.  Do Not. Ever. Send a second package.  Wait for the dust to settle, and especially since the buyer didn't ask for a replacement!
I would put the buyer on the "block buyer" list, refund the money and just move on. How much was the product???

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: Chicago48 This user has validated their user name.

Mon Feb 8 08:12:24 2016

This is the biggest scam on Amazon. I have at least one of these every week.  It's   called ''buy one get one free on scamazon.''  So how is it this problem only exists there??? Because mail fraud is rampant there and it is allowed.  They do not want to lose any customer even if it is a criminal buyer. Eventually, it will catch up with the buyer although sellers will suffer the lost revenue until that customer is suspended for one too many tries. So sad.
^^
When I go into AMZ message boards, there are a lot of complaints about this action.  Sellers should move on to another platform - AMZ is not the ONLY place.  Start your own seller website.

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: dasw This user has validated their user name.

Mon Feb 8 13:02:47 2016

''I would put the buyer on the ''block buyer'' list, refund the money and just move on...''

Amazon does not offer a blocked buyer list.

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: West This user has validated their user name.

Mon Feb 8 13:21:26 2016

Both the bay and the river are wonderful selling platforms. However, Buyer fraud has increased dramatically over the past several months I read online, and this increases the Seller’s costs a lot. “e-shoplifting” and “Return Fraud” as well as other buyer fraud methods are becoming a big issue even with bricks and mortar stores, and I hope the bay and the river use more methods to combat this online buyer fraud since the costs can cripple a seller’s ability to continue business. The river’s feedback system also needs to be examined since many buyer/fraudsters know how to abuse the negative feedback thingy to leverage their fraud against the seller.

I read on the various sellers forums when you suspect buyer fraud there are some options: 1) report the buyer to the bay/the river’s “Fraud Team” as a suspected violator of their policy; 2) notify the USPS Mail Inspector by filing the online form; and 3) notify the buyer you will file a theft/police report about the issue to the buyers’ local police station. No legitimate customer wants mail stolen from their mail box.

Lets work together to make online buying and selling a safer place.

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

This user has validated their user name. by: MJRock

Mon Feb 8 13:38:22 2016

Ditto, same "item not delivered" fraud happens to us on Amazon very frequently.  We started adding Signature Required to all Amazon shipments, and this has helped some . . . it seems fraudulent buyers are learning that if they actually have to sign for the package, then they can't get away with this type of fraud ....

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: Tiffee Jasso This user has validated their user name.

Mon Feb 8 18:02:22 2016

There is no protection for sellers at this time and probably never will be as the seller pool never lacks number of residents. There are literally thousands of websites, blogs and youtube sites telling people how to get free stuff from Amazon, Ebay, etc. As for the venues, they could care less they get their fees one way or the other regardless. As they are prone to say "That's the cost of doing business with them."

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

This user has validated their user name. by: iheartjacksparrow

Mon Feb 8 19:54:37 2016

This is why I love selling on eCrater. No one tells me how to run my business, or makes me do whatever is necessary to ensure a happy buyer experience. If an item is marked as delivered, then it's delivered.

Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: donald This user has validated their user name.

Mon Feb 8 20:24:12 2016




I know what it means. It happens to all of us. In order to stay in business you have to increase prices.

 That's the stupid cost of doing business.


Seller Questions Amazon's Seller Protection   Seller Questions Amazon's Seller Protection

by: ebay refugee camp This user has validated their user name.

Tue Feb 9 12:51:58 2016

It is unfortunate that this happened to you, it is however a sign of the times. Etsy has no seller protection either and Ebay claims to have seller protection but it is very restricted and almost non-existent. Amazon should have protection but it is reluctant to give it to seelers like ebay, no teeth in the seller protection.
These companies get the fees from the seller so they do not care, they side with the buyer because they have already been paid by the seller and they do not want the buyer to go elsewhere,
They clearly do not care if the buyer is a scoundrel, shoplifter,thief or whatever.
If you could do a chargeback for the fees that you paid Amazon when the listing, site fees, and commission things might change. If all the sellers that who have been cheated by bad buyers on ebay could file for a loss against ebay, things would change, quickly.



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