We are using self shipping option to ship orders form UAE to Saudi Arabia market, where we are provided with buyers phone numbers to allow courier to contact them to deliver the items. However, recently Amazon system started masking buyers phone numbers after we ship and deliver the items. Difficulties arise whenever buyers ask to return items as we are obliged to provide a prepaid shipping label and we cannot provide it without the buyer or Amazon provide us with customers delivery phone numbers.

This is what happened for 404-3634135-0453117 in which customer claimed that the item didn’t fit her device and instead of asking return filed immediately an A-Z claim. We sent the buyer and Amazon several messages asking to provide us with buyer’s phone number to allow the return, but we received no reply from buyer who was obvioiusly not reading her e-mail messages and Amazon granted her an A-Z claim and refunded the buyer with full value of expensive item from our account. This affected our sales defects rate metrics resulting in masking the visibility of our inventory to shoppers and thus dropping our sales volume to zero. Our appeal to Amazon was rejected and Amazon justified the rejection with the reason that we should have fully refunded the item without return. This is really insane !!!
We request Amazon to immediately refund us with the order value and remove it from affecting sales metrics. Plus we need Amazon to keep customers phone numbers in self ship mode visible to sellers to allow providing self paid return shipping labels as most buyers DO NOT read their e-mails.