The buyer made a fraudulent return, I want to file a claim
Order number 113-5943631-1855414, this buyer purchased our $698 laptop on November 2, 2023.
This buyer applied for a return on November 22, 2023, on the grounds that the delivery date was too late. Amazon stipulated that the delivery date would be November 17, 2023, but the express delivery showed that the delivery had been completed on November 18, which was later than expected. for one day.
Then the buyer filed a return application again on November 25, on the grounds that he did not want the product. So we agreed to the buyer's return request and generated a prepaid label for him.
On December 2, 2023, the buyer initiated an A-to-Z claim, claiming that he had not received the product. We raised an objection because if the buyer had not received the product, he would not have filed a return application and sent his address and Calling us to make a logistics label is obviously a fraud.
We initiated an appeal. At this time, Amazon has refunded the buyer and included it in the ODR. As a result, our store status was abnormal, the advertising function was turned off, the shopping cart button was missing, and we were unable to promote products.
On January 2, 2024, Amazon A-to-Z gave us a reply. The result was that the original unreasonable judgment was upheld and we were reminded that we could file an appeal before January 6, but we could not see the appeal button.
I disputed this issue with seller support and the Amazon forum, and the final result was nothing.
I don’t understand why Amazon treats small sellers like this. From December 2, 2023 to January 23, 2024, which is nearly 3 months, our orders have plummeted, we cannot promote, and we have suffered heavy losses.
Amazon did not give us any reply. We raised questions to seller support many times, but the final result was that we were asked to wait.
The only victim in this incident is our seller. Amazon did not suffer any loss in this matter, and it also received praise from the scammers, which encouraged the scammers to commit fraud on Amazon next time.
Our sellers in China cannot file lawsuits against Amazon in the United States, which is why Amazon in the United States does not take our Chinese sellers seriously.
In this matter, people related to Amazon must have been negligent in their duties, but they did not admit it.
Since a-to-z does not allow us to raise objections, please safe-t provide us with compensation for the complaint and let the scammers get back the money that was originally given to us.
But safe-t does not accept it
The buyer made a fraudulent return, I want to file a claim
Order number 113-5943631-1855414, this buyer purchased our $698 laptop on November 2, 2023.
This buyer applied for a return on November 22, 2023, on the grounds that the delivery date was too late. Amazon stipulated that the delivery date would be November 17, 2023, but the express delivery showed that the delivery had been completed on November 18, which was later than expected. for one day.
Then the buyer filed a return application again on November 25, on the grounds that he did not want the product. So we agreed to the buyer's return request and generated a prepaid label for him.
On December 2, 2023, the buyer initiated an A-to-Z claim, claiming that he had not received the product. We raised an objection because if the buyer had not received the product, he would not have filed a return application and sent his address and Calling us to make a logistics label is obviously a fraud.
We initiated an appeal. At this time, Amazon has refunded the buyer and included it in the ODR. As a result, our store status was abnormal, the advertising function was turned off, the shopping cart button was missing, and we were unable to promote products.
On January 2, 2024, Amazon A-to-Z gave us a reply. The result was that the original unreasonable judgment was upheld and we were reminded that we could file an appeal before January 6, but we could not see the appeal button.
I disputed this issue with seller support and the Amazon forum, and the final result was nothing.
I don’t understand why Amazon treats small sellers like this. From December 2, 2023 to January 23, 2024, which is nearly 3 months, our orders have plummeted, we cannot promote, and we have suffered heavy losses.
Amazon did not give us any reply. We raised questions to seller support many times, but the final result was that we were asked to wait.
The only victim in this incident is our seller. Amazon did not suffer any loss in this matter, and it also received praise from the scammers, which encouraged the scammers to commit fraud on Amazon next time.
Our sellers in China cannot file lawsuits against Amazon in the United States, which is why Amazon in the United States does not take our Chinese sellers seriously.
In this matter, people related to Amazon must have been negligent in their duties, but they did not admit it.
Since a-to-z does not allow us to raise objections, please safe-t provide us with compensation for the complaint and let the scammers get back the money that was originally given to us.
But safe-t does not accept it
5 Antworten
Seller_3wzBczgcWe0Ch
The buyer initiated a return request 11-22 using item arrived too late. You say that arrived too late is not true but you do not know that. The delivery was delivered late and the customer wanted to return it. All you had to do was issue the prepaid return label.
A few days later they either did not get the return label or do not know how to use it so they navigate thru the returns maze and you end up with another return request for the item under no longer needed for return reason. I do not know what action you took then but they still did not have or did not know how to use the return label because on 11-28 you got a message from them requesting assistance with the return. They leave their contact info hoping for assistance from you.
They did not receive any assistance so they contacted Amazon again and an A_Z claim was filed. Since they sent message asking for help and you did not help Amazon stepped in and refunded them for you with a metrics hit for you. Rightfully so, nothing fraudulent about this.
You say their objective was to get a refund and keep the laptop but on December 12th, 10 days after the A-Z was granted, You respond to their message asking for a return label by arguing you already sent the label but here it is again and to contact DHL about it.
There are screenshots missing because the first prepaid label i see that they got was Dec 12th. You say they didnt provide details about what specifically was wrong with the laptop but that is irrevelant. What was wrong with the laptop was they were trying to return it to you, multiple times but they still had it.
The last sentence of my 1st paragraph would have prevented all of this for you.
Seller_3wzBczgcWe0Ch
The A-Z should have been easy to defend I would think. You provide a prepaid return label for the return. Refund given when item gets returned.
You can never know with Amazon customer service. They could have guided them thru what to put for the A=Z claim to go thru. Shouldn't have ever been an A-Z.
Tatiana_Amazon
Hi @Seller_ZApyWLlwH5KN7,
I see that you have already posted about this issue on this thread. In order to mitigate any confusion, we ask that sellers please refrain from posting duplicate threads on the same topic. Failure to comply with this policy can result in suspension from the forums. For this reason, I have gone ahead and closed your previous thread.
However, I did look into the order and see that the claim decision is correct. There is no further escalation action that can be taken.
I realize this is likely not the outcome you were hoping for so I wanted to provide a bit more context around how you can prevent future claims such as this one.
- It is important to remember that sellers must comply with Amazon's 30 day return policy (return window is longer during the holidays). I would suggest processing in-policy return requests as normal.
- Late delivery does entitle buyers to file an A-to-Z claim. Because sellers are the shipper of record, they are responsible for any delays in delivery.
- Additionally, I would suggest using Amazon Buy Shipping whenever possible for your shipping labels as they can help protect against claims such as these.
You can learn more about preventing A-to-Z claims at this help page.
Tatiana
