Unusual Purchasing Behavior
A buyer has been purchasing different products from us over the past two years, but their orders consistently involve returns, refunds, and replacements. For the return and refund orders, he never actually sent the items back to Amazon. For the replacement orders, he essentially received two products without paying anything extra.
Recently, he purchased another product and contacted us, claiming it had defects. However, he said he was willing to keep it if we refunded them 50% of the purchase price. He also mentioned that he would leave a review on Amazon.
After noticing this unusual purchasing behavior, we opened a case with Amazon to report it, but all we received were generic, automated responses.
We’re concerned that this customer might file an A-to-Z claim, which could put our account at risk of suspension. What’s the best way to handle this situation?
Unusual Purchasing Behavior
A buyer has been purchasing different products from us over the past two years, but their orders consistently involve returns, refunds, and replacements. For the return and refund orders, he never actually sent the items back to Amazon. For the replacement orders, he essentially received two products without paying anything extra.
Recently, he purchased another product and contacted us, claiming it had defects. However, he said he was willing to keep it if we refunded them 50% of the purchase price. He also mentioned that he would leave a review on Amazon.
After noticing this unusual purchasing behavior, we opened a case with Amazon to report it, but all we received were generic, automated responses.
We’re concerned that this customer might file an A-to-Z claim, which could put our account at risk of suspension. What’s the best way to handle this situation?
1 reply
Xander_Amazon
Thank you for bringing this concerning situation to our attention. Dealing with potentially abusive buying patterns can be challenging for sellers.
Here are some steps you might consider:
1. Document all interactions with this buyer, including order numbers and dates.
2. Continue to report suspicious activity to Amazon, even if initial responses seem automated.
3. For the current situation, stick to Amazon's official policies. Don't agree to partial refunds outside the system.
4. If an A-to-Z claim is filed, respond promptly with all relevant information about the buyer's history.
Has anyone else in the community dealt with similar patterns of buyer behavior? How did you handle it?
Remember, while it's important to provide good customer service, you also need to protect your business from potential abuse.
