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Amazon took my book and refuses to refund my money
Ref: Amazon Order ID 058-1471745-8243763
As a long time seller on Amazon, I recently had a situation where the buyer decided to file an A-to-Z claim against me. Amazon "ruled" in favor of the buyer, taking my proceeds from the sale and refunding them to the buyer. Hey, I'm all about customer satisfaction. There's nothing worse than making a purchase on eBay or Amazon only to be disappointed. However, I had a USPS delivery confirmation that the book arrived to the buyer AND the buyer did not ship the book back to me. So I'm the big loser all the way around. Amazon wouldn't even answer my emails until I went to the Better Business Bureau! Then, when they do answer, it's the same re-regurgitation that they do not recognize delivery confirmation as proof of delivery. What?! I guess Amazon is smarter than the post office - what a joke.
As a long time seller on Amazon, I recently had a situation where the buyer decided to file an A-to-Z claim against me. Amazon "ruled" in favor of the buyer, taking my proceeds from the sale and refunding them to the buyer. Hey, I'm all about customer satisfaction. There's nothing worse than making a purchase on eBay or Amazon only to be disappointed. However, I had a USPS delivery confirmation that the book arrived to the buyer AND the buyer did not ship the book back to me. So I'm the big loser all the way around. Amazon wouldn't even answer my emails until I went to the Better Business Bureau! Then, when they do answer, it's the same re-regurgitation that they do not recognize delivery confirmation as proof of delivery. What?! I guess Amazon is smarter than the post office - what a joke.
I’m frustrated with Amazon!
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The more people who report this problem, the more it gets noticed.
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Inappropriate?Ugh, I can see how intractable a problem this would be. I had a side business last year that involved shipping many, many packages each month. They were shipped priority mail via USPS. There were always a few packages that had USPS delivery confirmation but the recipients claimed to not have received them. Sometimes they would report back a week or two later saying that it had been delivered to a house down the street, and the neighbor had finally brought it back around. In other cases we just had to resend because the packages had vanished.
It seems that the USPS tracking system is something less than reliable, and Amazon's policy about not taking delivery confirmation as authoritative is merited. HOWEVER, you are a loser, too, and Amazon should adopt a policy that reflects that. At least in its communication and tone with you.
Perhaps the best policy for sellers is to build the cost of some lost packages into your pricing.
I’m over the USPS
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Inappropriate?Thor - You offer a salient observation and I appreciate your comments. I understand you'll have some loss but what really bothered me is the absolute "talk to the hand" Amazon gave me. They just simply refused acknowledge my point of view. They wouldn't even refund shipping or offer me some kind of "store credit." It was simply, we are Amazon and we have ruled. End of story. They could have at least offered to refund my postage, but no. Bottom line is others need to be aware of their unwillingness to work with affiliate sellers (by the way they get a darn good cut for every book I sell on their website). One last thought - it is impossible to talk to anyone at Amazon.
I’m frustrated
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Inappropriate?I agree this is not how to build goodwill, and I've heard that it can be hard to break through Amazon's fibrous membrane. It would be a shame if their success at building systems came at the expense of real human relationships.
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Inappropriate?I feel your pain! I too, was a seller on Amazon until recently. I had shipped out an order and then the buyer emailed me four days later to cancel. This was frustrating as I had already shipped it out so I told her to return the item. I then made the mistake of refunding the money as a seller on Amazon is required to do. I received no answer from the buyer and when I emailed amazon they told me there was nothing they could do that they couldn't force the buyer to return the item, which happens to be their policy. The buyers are allowed to rip off sellers and while sellers are held to a strict and ridiculous maze of rules there are none for the buyers. I've yet to see the item, amazon's responses were cold and downright rude, and I'm out the cost of the item plus shipping. They also take out a big chunk of your earnings for "fees". I quit because in the long run Amazon takes your money and runs and allows the buyer to do it too! I'm really disappointed in Amazon right now. I expected better and got less.
I’m frustrated
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Inappropriate?Is there nothing we can do? I have had the same thing happen. The customer wanted to cancel and I hd already shipped the item. I gave her directions on how to return the item and she went to Amazon and told them she never received the item. So they refunded the money regardless of the fedex confirmation. There has to be something that we can do. We can not just allow Amazon and their customers to pull scams like this. -
Inappropriate?Yeah, I hear you. I fought them like crazy, even appealing to the State Attorney General. They are masters at slow-rolling you no matter how persistent you are. And their broken-record response to every agency or office finally left me with no options. I'd love to hear your idea(s)...
