Hello fellow sellers,
I am a seller based in Turkey, operating on Amazon using the FBM model. Recently, I encountered significant issues with two of my orders, and I am seeking your advice and guidance.
Order 1: A-to-Z Claim and Duplicate Shipment
For the first order, the customer filed an A-to-Z claim, believing that the product was lost due to a failed delivery attempt to their P.O. box. Subsequently, they placed a second order for the same item, providing a residential address this time, which allowed for successful delivery.
When I noticed this, I reached out to the customer, offering to resend the first order to the new address. Unfortunately, I received no response. To resolve the issue proactively, I shipped both the first and second orders to the same residential address. Despite both orders being successfully delivered, the A-to-Z claim remained unresolved, and my appeal was denied by Amazon. As a result, I have not received any refund for the first order, despite multiple appeals.
Order 2: Unauthorized Refund for a Late Return Request
In another case, a different customer requested a return over 30 days after purchase, claiming the product was “too small,” even though detailed measurements were clearly provided in the listing. I rejected the return request and communicated this to the buyer. However, Amazon issued a refund without my authorization, and this occurred before the product was even returned.
When I contacted Amazon, they advised me to file a Safe-T claim. Unfortunately, as I do not have Prime membership and ship from Turkey via FBM, I am ineligible to file such a claim. I then sent a prepaid return label to the customer, but several days have passed without any response, suggesting that they may not intend to return the product since they have already received the refund.
Request for Assistance
In total, the value of these two orders is approximately $1,300. I feel that I have been unfairly treated in these situations and am concerned about my rights and options as a seller.
I am reaching out to this forum for advice on the following:
1. What are my legal rights in this situation?
2. Would pursuing legal action against the customers be viable, and what is the likelihood of success?
3. Can anyone recommend a reputable law firm experienced in handling such matters?
Thank you for your time and any assistance you can provide.
