Frustrated Long Time Seller
We sell high dollar Copper products. After some issues with theft, it was recommended by an Amazon employee that we require a signature for the deliveries. We have been doing that and have had much less trouble. We send a message to the customer in the Amazon system once we receive an order informing them in detail of the signature policy. When the warehouse notifies us that the order is shipping, we again notify them that the order is on the way, and restate the signature policy. We then bill the order and provide the tracking number and check the box for signature required. Recently;y a customer was available at the shipping address and UPS made 3 attempts to deliver. That is all documented in the tracking number. The customer reached out through Amazon to say that she had not received her order but she still wanted the lantern and would we forgo the signature requirement. . We informed her that we would do that. Once the lantern was back on the way to her we provided a new tracking number. Now to the heart of this: The day before the lantern was to arrive at her address she files an A-Z claim which I was not informed of and she was given a refund. I appealed the claim, provided a lot of detail on the order and was then informed that her claim would stand because we had not shipped the order on time. What a crock, because we actually shipped the first order 24 hours after she ordered which was before we had to. The answer I received was clearly from either a bot, someone who had paid no attention to the information I provided. All this because we were going out of the way to do what she asked. I guess in the future, we will just issue credit once the item is back in the warehouse and tell them to re-order. Even the Amazon message from Amazon has asked if we could just send a replacement. My frustration level with Amazon is nearing the end of my patience. After I'm turned down on appeal, is there anyway to collect my money? Ive been a seller on Amazon for almost 10 years. We don't seem to be very valuable. I'm also being tagged for listing violations that have nothing wrong with the listing. I have no idea what they think is wrong. Just frustrated after trying to do everything right.
Frustrated Long Time Seller
We sell high dollar Copper products. After some issues with theft, it was recommended by an Amazon employee that we require a signature for the deliveries. We have been doing that and have had much less trouble. We send a message to the customer in the Amazon system once we receive an order informing them in detail of the signature policy. When the warehouse notifies us that the order is shipping, we again notify them that the order is on the way, and restate the signature policy. We then bill the order and provide the tracking number and check the box for signature required. Recently;y a customer was available at the shipping address and UPS made 3 attempts to deliver. That is all documented in the tracking number. The customer reached out through Amazon to say that she had not received her order but she still wanted the lantern and would we forgo the signature requirement. . We informed her that we would do that. Once the lantern was back on the way to her we provided a new tracking number. Now to the heart of this: The day before the lantern was to arrive at her address she files an A-Z claim which I was not informed of and she was given a refund. I appealed the claim, provided a lot of detail on the order and was then informed that her claim would stand because we had not shipped the order on time. What a crock, because we actually shipped the first order 24 hours after she ordered which was before we had to. The answer I received was clearly from either a bot, someone who had paid no attention to the information I provided. All this because we were going out of the way to do what she asked. I guess in the future, we will just issue credit once the item is back in the warehouse and tell them to re-order. Even the Amazon message from Amazon has asked if we could just send a replacement. My frustration level with Amazon is nearing the end of my patience. After I'm turned down on appeal, is there anyway to collect my money? Ive been a seller on Amazon for almost 10 years. We don't seem to be very valuable. I'm also being tagged for listing violations that have nothing wrong with the listing. I have no idea what they think is wrong. Just frustrated after trying to do everything right.
1 reply
Seller_4zBzdtgCyS9EI
OKJ, few problems. You didn't follow policy, that's how you got screwed.
Once the item came back the first time, it should have been refunded in full and the buyer informed to re-purchase if they still want it
You never agree to drop signature confirmation. You get it to protect yourself and then just drop it because a scammer asked you to, not really smart.
She was refunded, because Amazon only had information for ONE sale and that product was returned to you. What you did after that, Amazon does not concern itself with.
