“Basically if you have a customer that orders something expensive from you off of Amazon, they could sign up to be a UPS my choice member, claim they never Received the item and Amazon will return their money leaving you with the loss. There is absolutely no help from Amazon and nothing is stopping anyone from doing this over and over.”
This will be a bit of a different blog post than usual.
We here at Del Suppo Pools recently ran into a huge issue with selling on Amazon and we wanted to spread awareness.
We have been selling products on Amazon for over 4 years now and thankfully we have grown each year. We have enjoyed success selling on Amazon.
Recently though we ran into our first big problem and Amazon did absolutely nothing about it.
We sell safety covers on Amazon that cost over a thousand dollars. For years, as I stated earlier, things have gone smoothly. Once we receive the order on Amazon, we call in the order to the cover manufacturer and they ship the cover directly to the customer. Unfortunately though, this particular customer claimed to have never received his safety cover which costed over $1,000. We here at Del Suppo Pools immediately looked into his situation. We saw that we ordered the cover and it was shipped in a timely manner. We checked with UPS and they confirmed that the cover was delivered at the customers gate. The provided us documents proving that the cover was delivered. UPS also told us that this specific customer was a my choice UPS customer, which waives the customers rights to blame UPS for any lost packages. Therefore, UPS recommended for the customer to reach out to safety cover manufacturer since they were the ones that shipped it. UPS recommended the customer to open a case with safety cover manufacturer since the package was in the customers name. Since we were the seller, we reached out to the cover manufacturer first to see if we could get things settled. Unfortunately, they said the same thing as UPS, that the customer needed to reach out to them.
After we have the documents and information from UPS and the cover manufacturer that the package was delivered, and that the customer had to contact the manufacturer, we reached back out to the customer to explain the situation. The customer absolutely refused to cooperate and opened a claim with Amazon instead.
Once he opened the claim, we explained everything to Amazon and sent in the needed documents proving that we did absolutely everything we can on our end to make sure the customer received the product they ordered. After a long wait, Amazon ruled in the customers favor and took the money out of our account.
We countered the decision and Amazon still ruled on the customers behalf. We tried to call Amazon to get an explanation, since we have proof from UPS that the package was delivered to exactly where the customer wanted it.If the package was stolen, that is truly unfortunate but that shouldn’t fall back on us, that should open a police investigation.
After multiple attempts to reach the claims department we kept getting the same answer from the Amazon representatives, that there is no number for the claims department and we just have to send an e-mail to them and the claims department will respond as soon as possible. At this point it’s been over a month and a half and we haven’t heard anything at all from the claims department after sending multiple emails and after talking to multiple Amazon representatives and them telling us that they would make our case urgent.
We make Amazon a nice amount of money. We know there are bigger fish in the sea, but to just totally ignore us when we have a legit case is terrible business.
Basically if you have a customer that orders something expensive from you off of Amazon, they could sign up to be a UPS my choice member, claim they never Received the item and Amazon will return their money leaving you with the loss. There is absolutely no help from Amazon and nothing is stopping anyone from doing this over and over.
Please beware and make sure to require a customers signature at least when shipping an item that is expensive. Even at that point though the customer can claim they never signed for it, it was someone else.