Notice: Policy Warning
I have had a dealing with a less than genuine customer and without going into too much detail I have been issued with a policy warning for being ‘impolite or unprofessional’ in my email exchanges. Amazon have referred to 3 emails sent which I have detailed below:
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Hello, No problem. But would you mind closing down this claim please? You can check the DHL tracking that shows the item is in transit and will be with you tomorrow. If the claim is not closed down before a refund is issued then it impacts our account metrics.
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Hello, Sadly as the claim was not closed down you have now been refunded and the express item via DHL that we shipped yesterday has now been delivered. Are you in a position to contact us and pay for this item please? You can reach me on **********…
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Hello, Since receiving the item and being granted a full refund it has been difficult to get a response from you. You have confirmed receipt of the item and we have provided proof of the delivery. Please withdraw the claim that you have processed so that we do not have to open a claim against you.
I have appealed the violation but I keep getting the same generic email back stating that I have not provided enough evidence to prove that I have not committed the violation ‘impolite and unprofessional’.
Does anyone have any experience here as to what within my emails has been the policy violation and how I should be responding to Amazon?
Many thanks for any help.
Anthony
Notice: Policy Warning
I have had a dealing with a less than genuine customer and without going into too much detail I have been issued with a policy warning for being ‘impolite or unprofessional’ in my email exchanges. Amazon have referred to 3 emails sent which I have detailed below:
-
Hello, No problem. But would you mind closing down this claim please? You can check the DHL tracking that shows the item is in transit and will be with you tomorrow. If the claim is not closed down before a refund is issued then it impacts our account metrics.
-
Hello, Sadly as the claim was not closed down you have now been refunded and the express item via DHL that we shipped yesterday has now been delivered. Are you in a position to contact us and pay for this item please? You can reach me on **********…
-
Hello, Since receiving the item and being granted a full refund it has been difficult to get a response from you. You have confirmed receipt of the item and we have provided proof of the delivery. Please withdraw the claim that you have processed so that we do not have to open a claim against you.
I have appealed the violation but I keep getting the same generic email back stating that I have not provided enough evidence to prove that I have not committed the violation ‘impolite and unprofessional’.
Does anyone have any experience here as to what within my emails has been the policy violation and how I should be responding to Amazon?
Many thanks for any help.
Anthony
7 replies
Seller_SITNVuZK87zGK
Unfortunately the issue is likely to be the fact you included your telephone number to request they contact you to make payment.
That is, in amazons eyes taking the sale process off amazon.
Seller_EHYOwAkoZV3Hb
Possibly that too. You’re not allowed to make claims against customers.
Seller_DTufFoxJuMU0M
Once an a-z is opened it affects your metrics, and if the customer closed it I dont think they can reopen it.
There is no way for a customer to remove the claim, ams you can not open any form of claim against them despite your threat
You can include your phone number as Amazon require all communication to be through amazon messaging, you also can’t process their payment outside of amazon so what is the point of them ringing you? You could ask the customer to ask amazon to recharge their card, but it’s unlikely that the customer will do this, and even less likely that amazon would recharge it even if they did ask
Amazon are unlikely to remove the policy violation as you have broken a couple of rules and don’t even seem to understand the policies for selling in here
Why was an a-z opened in the first place? Did you dispatch late?
Seller_u1AdBEcsHujAa
Hello @Sunshine160115,
Thank you for reaching out to the Seller Forums Community.
This is Kavi from Amazon and I’m here to assist you.
From your post, we understand that you need help with Policy Warning.
For a more detailed understanding of the issue, we request you to kindly provide us the snapshot/screenshot of latest performance notification received in your Seller Central about the issue in hand, so that we can guide you better.
Please follow the steps below:
Go to your Seller Central Account < Performance < Select Performance Notification.
For more details please refer to our Seller Code of Conduct Policy.
Kindly feel free to post on the same thread for any further assistance.
Regards,
Kavi
Seller_WIndmNYDp7rQF
The buyer needs to pay for the item. email MD office and state your issue.
