customer claims defective item but yet item returned to stock
Ok look at the image below it is a return as defective and is being used against our listing to suspend it. I am appealing but no one will address the real problem, Customers not being honest.
The customer returned the item as defective and the second reason included explaining that the defective item does not fit. 100% legitimate comments if true.
If the customer's comment was true then the unit would be sent back to me (FBA).
First, a defective item never gets put back into stock and this unit has been deemed sellable and returned to stock by Amazon.
Secondly, the seller says it does not fit.. How do they know this? Our item is sold in a heat-sealed polybag, so it was never opened. Plus, if the customer opens the bag it gets returned back as Customer-damaged.
So why does Amazon take the customer opinion for a defective item over their employees who decide to mark the item as sellable and return it to stock? (see image below)
Out of 14 orders that were returned 29 items in total 7 items were sent back as C/D, 1 Item was sent back as defective (short a screw), and the rest were marked as sellable and returned to stock and we still can not get relisted because they marked it as a defective product now on my 8th appeal with taking responsibility for everything.
I do not disagree we needed to change some information for clarity and think we have a much better listing but not a defective product.
Maybe one of the OP's can jump in on how to address the issue of customer reason for returns not being honest and corrected by Amazon. Also before you tell me to check reviews and all of that none of the VOC issues show up in any of those areas it is all back-end issues.
@Seller_CW0P5hgbsiqWX @Steve_Amazon @Micah_Amazon @Glenn_Amazon @Cooper_Amazon @CR_Amazon
Also the violation is now under esculation
Thank you all
customer claims defective item but yet item returned to stock
Ok look at the image below it is a return as defective and is being used against our listing to suspend it. I am appealing but no one will address the real problem, Customers not being honest.
The customer returned the item as defective and the second reason included explaining that the defective item does not fit. 100% legitimate comments if true.
If the customer's comment was true then the unit would be sent back to me (FBA).
First, a defective item never gets put back into stock and this unit has been deemed sellable and returned to stock by Amazon.
Secondly, the seller says it does not fit.. How do they know this? Our item is sold in a heat-sealed polybag, so it was never opened. Plus, if the customer opens the bag it gets returned back as Customer-damaged.
So why does Amazon take the customer opinion for a defective item over their employees who decide to mark the item as sellable and return it to stock? (see image below)
Out of 14 orders that were returned 29 items in total 7 items were sent back as C/D, 1 Item was sent back as defective (short a screw), and the rest were marked as sellable and returned to stock and we still can not get relisted because they marked it as a defective product now on my 8th appeal with taking responsibility for everything.
I do not disagree we needed to change some information for clarity and think we have a much better listing but not a defective product.
Maybe one of the OP's can jump in on how to address the issue of customer reason for returns not being honest and corrected by Amazon. Also before you tell me to check reviews and all of that none of the VOC issues show up in any of those areas it is all back-end issues.
@Seller_CW0P5hgbsiqWX @Steve_Amazon @Micah_Amazon @Glenn_Amazon @Cooper_Amazon @CR_Amazon
Also the violation is now under esculation
Thank you all
1件の返信
Seller_CW0P5hgbsiqWX
You are correct, scamming buyers do know how to play the game. Your situation has one obstacle in the way of coming to any sort or resolution. You are using FBA and are paying Amazon to do whatever they think is correct. Because you are paying for the service, you are standing outside the box looking thru the glass wall. You can see what is going on but cannot do anything about it.
As Amazon always sides with the buyer, there is nothing you can do. In fact, I doubt if those scamming buyers are even tracked because they use a different seller each time, and since the product is not Amazon's, Amazon simply does not care.
Your best option is to switch to FBM selling. Yu will keep a lot more of your profit and be able to collect on scammer return using the Safe-T Claims.
