Amazon Delivery Associates wrongly marking orders as "Rejected by Buyer"
A few of our easy ship orders have been marked as “Rejected by Buyer” when they are in transit to the buyer and the buyer then contacts us via the Buyer Seller Messages and informs that the order was not cancelled by them. All these orders are custom orders and it does not make sense that the buyer rejects the order without receiving the product. So seems like ATS is doing this on purpose.
Seems like Amazon delivery associates are marking these order as rejected by buyer and then asking customers to re-order. And as the orders are marked as rejected by buyer, we are charged easy ship fees. Looks like a scam by Amazon to make money on delivery charges at the expense of the seller. And ‘surprisingly’ the rejection percentage is always less than 8% (if it was more then amazon reimburses the easy ship fees) Basically if ATS has about 100 such cases in a day (a very low number), they make a minimum of ₹77 x 100 (for minimum weight shipments of 500gms) = ₹7700 a day; which amounts to ₹2.3 lakhs a month. Really seems like a scam, coz the seller cannot verify this details at all.
When we raise a case with amazon seller support, they just beat around the bush for 10-15 days and then they say they have initiated an investigation and then after a couple of days the result of investigation is that order was rejected by buyer; if we ask for proof they say that it is internal and cannot be shared with seller. How can Seller be assured that the order was actually rejected by buyer especially in these cases where Amazon Delivery associates are doing fake scans.
Amazon Delivery Associates wrongly marking orders as "Rejected by Buyer"
A few of our easy ship orders have been marked as “Rejected by Buyer” when they are in transit to the buyer and the buyer then contacts us via the Buyer Seller Messages and informs that the order was not cancelled by them. All these orders are custom orders and it does not make sense that the buyer rejects the order without receiving the product. So seems like ATS is doing this on purpose.
Seems like Amazon delivery associates are marking these order as rejected by buyer and then asking customers to re-order. And as the orders are marked as rejected by buyer, we are charged easy ship fees. Looks like a scam by Amazon to make money on delivery charges at the expense of the seller. And ‘surprisingly’ the rejection percentage is always less than 8% (if it was more then amazon reimburses the easy ship fees) Basically if ATS has about 100 such cases in a day (a very low number), they make a minimum of ₹77 x 100 (for minimum weight shipments of 500gms) = ₹7700 a day; which amounts to ₹2.3 lakhs a month. Really seems like a scam, coz the seller cannot verify this details at all.
When we raise a case with amazon seller support, they just beat around the bush for 10-15 days and then they say they have initiated an investigation and then after a couple of days the result of investigation is that order was rejected by buyer; if we ask for proof they say that it is internal and cannot be shared with seller. How can Seller be assured that the order was actually rejected by buyer especially in these cases where Amazon Delivery associates are doing fake scans.
0 replies
Seller_hRF25QIY6x0sv
ATS is known for these, when they cannot find an address or the item is heavy to carry or the customer is a little far away, they will mark it as rejected by Buyer.
Only thing that can save you is self-ship, open account with BlueDart and DTDC - maximum pincode coverage and ship by air courier option of these two shipping providers. These two companies are traditional courier companies and not e-commerce delivery companies. E-commerce delivery companies which have popped up lately like DelhiVery, Xpressbees, Ecom express all have bad customer service attitude, they are plagued by frauds, fake customer rejections, wrong shipping charges.
Amazon should take into account the seller feedback and drastically improve ATS, Quality is more important than Quantity.
Seller_gYDbF81S1udYC
Totally agree to this point, ATS really is of no use…but more strangely Amazon doesn’t do anything about it.
Seller_UWZs6zZ72u0vD
Agreed, Also the easyship charges are higher than Delhivery, Expressbees, etc.
Seller_yAbZugRlm4jMc
We, Nidhi Cosmetics p ltd , have been facing the same issue from the last 14 months. We have innumerably complained to Amazon, but the authority on the other side of the phone, simply states that they have forwarded this complaint to their higher authority and they- the higher authorities - are looking into it.
One of our customers from Assam, did not receive the goods. We@ Nidhi Cosmetics received the message " Rejected by buyer". We Contacted the buyer and asked him as to why he had rejected the consignment. The buyer was suprised, and informed us that he had not rejected. Infact , he had not received the goods. Further, since the amazon wherehouse was close to his place, he ventured to their godown, contacted the delivery agent and asked for his consignment. The Delivery personell, looked into the matter and informed him that his goods were damaged and couldnt be delivered. The buyer therefore asked him as to how is it possible that since he has not cancelled the goods, the item is showing " Rejected by buyer" . The delivery person informed him, that they have pressed the " Rejected by buyer" button, so that they would not be penalized for this misadventure.
Out of 10 rejections, -when we contacted them-9 buyers have informed us that they have not rejected the goods and have been suprissed by this information.
So, you see, this Rejection is been done by the last mile delivery personnell to protect themselves from being penalized, or due to other reasons, like not been able to go the delivery point; also if they do not have the necessary change -in case of COD orders- they may simply walk off. We have ourselves experienced these-as buyers.
Amazon, has to come out with a proposal in which a window of 24 hours is to be kept open before rejection. In this 24 hours, the buyer and seller have to coordinate to see whether , the buyer has actually cancelled the order or is this a misadventure of the last mile personell.
WE only hope that someone of the " higher authority" is listening
Team Nidhi Cosmetics
Seller_tNHLAAnHvPMGO
yes .i agree with this concern. customer reject 90% show but as customer poll not contact any person ats.so if reject buyer then otp based process create
Seller_8t7Fg221x9e4E
This is the reason, I reduced my business on amazon by 90%.
Also, don’t forget the Weight Mismatch scam.
Weight Mismatch
The orders are for Feb, July month.
I got the report in November month and they want me to file a case within 30 days, March month. Wow, Kudos to their intelligence.
Seller_aUj99zxgGl9BR
Agree, ATS does this. They need send customer SMS to confirm rejection, until and unless customer confirms the return they need to attempt again. ATS needs to make sure the delivery boy gets it cancelled through customer. If the customer is not taking any action on sms then mark such customer to check if they are repeated offender especially the COD one.
ATS also need to set up a mechanism to accept orders from pin code they can service and auto cancel the one they cannot.
Seller_3TxVRqZIfcImW
It’s practice from ATS …no control over logistic partner .Solution simple and straight you may able to adopt self ship order mode .
