Amazon is giving my customers wrong information that leads to refunds
I sell decals, and since the post office changed all the rules for tracking, I've had to resort to shipping without tracking. All my products are under $10, so the Amazon rules allow me to do this. This week I found out that Amazon has been sending emails to my customers telling them their orders are lost in the mail. Again, there is no tracking on the orders. I know this is happening because some of my customers have contacted me telling me that they received their order and to stop asking if they got it. So I told one of them it wasn't me sending the emails and asked her what was going on. After she had already received her order, Amazon sent her several messages saying her package was still on its way and she sent me screen shots showing Amazon marked her package as lost in the mail.
So I contacted Seller Support and their excuse was her Amazon app must be malfunctioning. I don't think that is true. Especially since this isn't the only customer who has messaged me to tell me they got their package and to stop asking if they got it. This customer is just the only one who was willing to send me screenshots to show what happened.
All this got me to realizing that even though I send all my orders across all platforms the same way, only on Amazon do I get several customers a day requesting refunds for non-delivery. On every other platform - Etsy, eBay, Walmart, etc. - I have maybe one or two orders a month that did not arrive. But it's a chronic problem on Amazon. Now I think I know why. It's not that they are not being delivered at an amazingly less rate than on other platforms. It's that Amazon is telling them it has not been delivered and they are entitled to a refund as a result, basically encouraging people to defraud a seller.
Amazon is giving my customers wrong information that leads to refunds
I sell decals, and since the post office changed all the rules for tracking, I've had to resort to shipping without tracking. All my products are under $10, so the Amazon rules allow me to do this. This week I found out that Amazon has been sending emails to my customers telling them their orders are lost in the mail. Again, there is no tracking on the orders. I know this is happening because some of my customers have contacted me telling me that they received their order and to stop asking if they got it. So I told one of them it wasn't me sending the emails and asked her what was going on. After she had already received her order, Amazon sent her several messages saying her package was still on its way and she sent me screen shots showing Amazon marked her package as lost in the mail.
So I contacted Seller Support and their excuse was her Amazon app must be malfunctioning. I don't think that is true. Especially since this isn't the only customer who has messaged me to tell me they got their package and to stop asking if they got it. This customer is just the only one who was willing to send me screenshots to show what happened.
All this got me to realizing that even though I send all my orders across all platforms the same way, only on Amazon do I get several customers a day requesting refunds for non-delivery. On every other platform - Etsy, eBay, Walmart, etc. - I have maybe one or two orders a month that did not arrive. But it's a chronic problem on Amazon. Now I think I know why. It's not that they are not being delivered at an amazingly less rate than on other platforms. It's that Amazon is telling them it has not been delivered and they are entitled to a refund as a result, basically encouraging people to defraud a seller.
52 Antworten
Seller_aDUgZrxyfFfe9
Hello Guys,
Im new to Amazon. I joined over about three months ago. Amazon have deactivated my Seller Fulfilled Merchandise and have frozen all my disbursements. I cannot release any money that I have put into this as they keep sending me the same generic email stating that they require proof of delivery etc etc. I have provided them with all the tracking information on USPS, UPS, etc etc and the tracking information shows that the package was delivered, where it was delivered to, the time of delivery etc. However, Amazon keep refusing to reinstate my FBM and have said that no funds will be released until proof of delivery. Has anyone any further info about why Amazon wont allow me to access FBM ans access the money that I earned through selling on the platform??
Seller_s7F7fMBDtix0d
I am not sure how it works, but evidently that envelope program has limited tracking on Ebay orders (shipped with their labels). I wonder if someone at Amazon could figure out what they do and apply it to their labels.
Seller_AuFcCxfvsnR72
I suggest writing to the CEO Andy Jassy . Floor his email and contacts with complaints about how Amazon allows buyers to rip off sellers. These forums don’t help neither does customer support. Tell him you’re going to stop using his platform to sell AND BUY. And that you’re going to tell all your friends about how they ripped you off as a seller. It’s really the only language they understand.
andy@amazon.com (Amazon), ajassy@amazon.com (Amazon), or amazon-pr@amazon.com (Press).How do I meet Andy Jassy?Meet Andy Jassy at one of his product launches, movie/TV show premieres, live events, meet-and-greets, store openings, or bidding on a charity auction.☎️ What is Andy Jassy’s phone?Call Andy Jassy at 1-888-280-4331 (Amazon Toll-Free), 206-266-2958 (Amazon), or 206-266-1000 (Amazon).📲 How do I text Andy Jassy?Text Andy Jassy at 262966 (Amazon).
Seller_3ytsKyY2oXqoP
amazon ai is causing the problems
Seller_CW0P5hgbsiqWX
OP: "This week I found out that Amazon has been sending emails to my customers telling them their orders are lost in the mail."
Amazon has been doing this for a few years. In fact. it is done to entice sellers to pay out on the INR claim. But there is more and a simple solution. Of course all of this will only pertain to sellers who buy their shipping thru Amazon.
- USPS NEVER displays an item is lost on the tracking. They only display the item will be delayed. Amazon is sneaky and does tell the buyer the item is lost. And, to make things worse, if the buyer calls customer service and complains, the CS Rep will refund on the spot directly from your account.
- HOWEVER: The payout will show up as an A_Z claim. APPEAL IT. Amazon's policy clearly states that, "IF tracking shows a delay at the end of the delivery window, Amazon will handle the claim". We have been refunded in full every time we file an appeal showing the SC Rep did not follow Amazon's Policies.
If you buy your shipping off site, you are a=on your own to resolve, and if sellers do not resolve it quickly, Amazon will.... From your account.
Seller_u5NhC61gK9Rhg
Hello @KJ_Amazon. Could you also provide me with updates about how Amazon displays VTR-exempted shipments to customers? The current tracking page for untracked shipments is broken and results in much higher refunds than any other sales platforms using the same shipping method.
KJ_Amazon
Thank you for that question @Seller_yp5DqfSl6OXdE.
I understand that you are not happy with the current messaging used to update buyers on shipments sent without tracking.
I have shared this feedback with our partner teams for their review. Those teams have been working on improving the experience for sellers (and buyers) for VTR-exempted shipments. I do not have any updates on those improvements, but I will follow up in this thread when they become available.
KJ_Amazon
Hello @Seller_yp5DqfSl6OXdE @Seller_7STxzA93KoQVs @Seller_u5NhC61gK9Rhg and other sellers asking about buyer messaging for VTR-exempt/untracked shipments.
I received confirmation from our partner team that beginning this week we have updated the message US customers see for packages shipped without tracking information, such as small/flat items under $10 shipped in USPS first-class envelopes.
This update aims to provide a more informative and reassuring experience for customers awaiting their deliveries, while informing them of the package details and the likely delivery status. These updates should reduce the number of customers who reach out requesting refunds.
KJ_Amazon
Seller_7STxzA93KoQVs
@KJ_Amazon
I'm not sure if that messaging took place today but it has been a very very heavy day of refunds. 19 today and counting of people saying they didn't get their orders. This is crazy :(
KJ_Amazon
Thank you for that update @Seller_7STxzA93KoQVs Did any of these requests include discussions of Amazon order updates and messaging received this week? If so, please let me know so I can check with our partner team.
Seller_7STxzA93KoQVs
@KJ_Amazonthey did not but it's really bad today as well. I mean I haven't seen anything like it. I ship and pack everything on time, it goes out the day it's supposed to (sometimes even a day before) and yet customers are still saying they don't' get their orders.
I am refunding nearly an entire day of sales today it seems like.
Seller_7STxzA93KoQVs
@KJ_Amazon@Seller_yp5DqfSl6OXdE@Seller_u5NhC61gK9Rhg
I wanted to see if anyone had any updates on their end with the new messaging?
I had a friend order something from my store and the messaging isn't any different. I had a customer send me a message and all it says "Detailed tracking information from this carrier is unavailable."
Not sure what the new more informative and reassuring experience is supposed to be. But I am not seeing it so far.
KJ_Amazon
Hello @Seller_7STxzA93KoQVs. What you displayed is the updated message US customers see for packages shipped without tracking information, such as small/flat items under $10 shipped in USPS first-class envelopes. The messaging is different from what it had been earlier.
Here is an earlier post from this thread discussing that previous messaging.
Seller_7STxzA93KoQVs
@KJ_Amazon
While it is different, I really don't see how this is a more informative message. It doesn't say it is being delivered by USPS letter mail - which is the point correct? I really do believe a lot of customers think they are getting a "package" i.e. a box of some kind.
At the moment, most of the messages I receive only reiterate the message "it was supposed to arrive by X date" but I have not received the package. They still have no idea it's arriving via envelope in their mail box. :/
KJ_Amazon
Hello @Seller_7STxzA93KoQVs
The buyer-facing message you displayed indicates that the order was "Shipped with USPS" and that is was likely delivered by what I believe is the order's delivery promise.I believe this is an improvement over the previous message which may have indicated orders were late or lost.
I shared your feedback about packages/letters with our partner team.
UPDATE: Our team appreciates your feedback about the use of the standard term "package" and is considering other options for this messaging. I do see that sellers can add these details in Shipping Policies, but I understand that this is not seen by many buyers.
If you have buyer feedback that covers this issue, that may be helpful for that team to review.
Seller_u5NhC61gK9Rhg
@KJ_Amazon
Most amazon customers are used to Amazon orders being delivered their front door. It would be awesome if it said something like "Your order has likely been delivered to your mailbox"
We get dozens of messages from customers saying that they did not receive their order. We always instruct the customers to check their mailbox before we issue a refund. Most of the time they find the order in their mailbox and the customers say "I had no idea it would be in my mailbox".
KJ_Amazon
Thank you @Seller_u5NhC61gK9Rhg. If I open a direct case with you, do you have specific buyer comments you can share so I can let our partner team know about them?
