Wrong Product sent to customer by amazon
I recently got a notification about a customer receiving the incorrect products. However, it's important to note that these orders are fulfilled by Amazon (FBA), over which I don't have direct control regarding the dispatch of items. Additionally, I've sold over 150 units of the same product (ASIN) without any previous complaints - this is a first.
In my attempt to appeal, Amazon requested proof of my communication with the customer, who apparently received the wrong items. However, when I asked Amazon for the customer's details to resolve this issue, they informed me that sharing such information goes against their policy. The customer hasn't returned the product, so I'm caught in a difficult situation.
Furthermore, Amazon's customer service hasn't been helpful in this matter.
Does anyone have any advice?
@Ash_CAM
Wrong Product sent to customer by amazon
I recently got a notification about a customer receiving the incorrect products. However, it's important to note that these orders are fulfilled by Amazon (FBA), over which I don't have direct control regarding the dispatch of items. Additionally, I've sold over 150 units of the same product (ASIN) without any previous complaints - this is a first.
In my attempt to appeal, Amazon requested proof of my communication with the customer, who apparently received the wrong items. However, when I asked Amazon for the customer's details to resolve this issue, they informed me that sharing such information goes against their policy. The customer hasn't returned the product, so I'm caught in a difficult situation.
Furthermore, Amazon's customer service hasn't been helpful in this matter.
Does anyone have any advice?
@Ash_CAM
3 replies
Ricardo_Amazon
Hello @Seller_tfR4bKJHkIIAl,
Is there a Case ID you can make reference to so I can look into this?
Looking forward to hearing from you.
Ricardo
Seller_QCvSmWsPmxJ4B
I dont get it You got a notification from WHOM amazon or customer msg or email or review ?
if you have got notification then that notification cant be served as a proof of communication with the customer.? and beside that when such thing happens and the customer if give reviews then its striked out by amazon as its delivered by them.
so overall no blame will fall on you just you need to share that notification or communications with seller support team i guess that here customer told me that he received wrong product.
i hope they will resolve this if customer complains arises.
Seller_cDUtUBtn6yumC
I have the same issue. It is also an FBA product. And after very, very many communications with Amazon Seller Support, it still hasn't been resolved.
As requested by Amazon, I requested that Seller Support contact Amazon's warehouse to inspect the products in stock and take photos (because Amazon asked to choose whether or not they had been inspected when submitting the appeal). And fill in the case ID as required. Then Amazon rejected my appeal after review.
It's outrageous, hard to understand, and seller support isn't helpful at all. A customer complaint about receiving the wrong product still exists on the Account Health page. Very disappointed.
