What to do when you get a "Product Condition Customer Complaints" you know is just wrong?
Occasionally we get Product Condition Customer Complaints that the item is wrong or defective. I am in the "Auto parts industry" where each item is only compatible with a certain make and model and even then different trim levels have different parts. I know the listings I have are 100% accurate, and i use every tool in my belt such as Amazon parts checker, i write the compatibility in the title, in the first bullet point, in the description, but I will always get a return request that the part is wrong or defective.
(Example: item is designed for a 2006-2010 Honda Civic Si. I get returns from customers that drive a 2006 Honda Civic EX then complains this doesn't fit, when I have in big bold letters that this is only for the Civic Si) Its also fair to say that a bunch of returns are most likely return abuse because the parts is heavy and they don't want to pay to ship the item back to me FBM. So i'm getting double hit by return abuse for free labels + people that can't read.
What can i even do at this point, just keep getting dinged by Amazon even though I know the customer is in the wrong.
What to do when you get a "Product Condition Customer Complaints" you know is just wrong?
Occasionally we get Product Condition Customer Complaints that the item is wrong or defective. I am in the "Auto parts industry" where each item is only compatible with a certain make and model and even then different trim levels have different parts. I know the listings I have are 100% accurate, and i use every tool in my belt such as Amazon parts checker, i write the compatibility in the title, in the first bullet point, in the description, but I will always get a return request that the part is wrong or defective.
(Example: item is designed for a 2006-2010 Honda Civic Si. I get returns from customers that drive a 2006 Honda Civic EX then complains this doesn't fit, when I have in big bold letters that this is only for the Civic Si) Its also fair to say that a bunch of returns are most likely return abuse because the parts is heavy and they don't want to pay to ship the item back to me FBM. So i'm getting double hit by return abuse for free labels + people that can't read.
What can i even do at this point, just keep getting dinged by Amazon even though I know the customer is in the wrong.
12 respostas
Seller_CW0P5hgbsiqWX
Remember, Amazon has trained their buyers that they can say anything they want, buy-Use-and-return products, and scam sellers any other way they want. Amazon simply accepts it as their way of doing great e-commerce. When you sell on the site, you just live with it.
Over the years we have found that buyers can read and most plan the scam before they even purchase.
Webb_Amazon
Hello @Seller_iBBg2u3RlFGBY,
Thank you for reaching out. I hope all is well.
I understand that you have received product condition customer complaints for wrong or defective items. In order for the seller forums community and I to better assist you, I would like to ask you a couple of questions
Per our preventing product condition issues help page (https://sellercentral.amazon.com/help/hub/reference/GCQJVJ4WFDRT3MD6?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.A2KQM1I7NY5HJR&mons_sel_persist=true), Amazon customers need to be able to shop with confidence and receive products in the condition they expect. As a seller on Amazon, you play an important role in ensuring that buyers know what to expect when they purchase an item from you. Describing your products accurately and addressing potential product condition issues early by following the best practices below will help you prevent customer complaints, protect your reputation as a seller, and keep your account healthy.
Have you reached out to Selling Partner Support to make sure your listings are accurate? Occasionally, updates to a listing might not be correctly up loaded to the listing. I suggest contacting that team and work with them to ensure any changes you have made to your listing were accepted.
For clarification, when you say Amazon parts checker, do you mean that you follow the steps provided in the Automotive and Powersports Part Finder and Fitment Data help page? What other tools do you use?
Furthermore, have you reached out to the customer communicated with them to see which auto part matches their vehicle? Is there any process you could incorporate to verify your customer is purchasing the correct items?
The above questions are designed to help you begin your investigation to see what happened and impacted your buyer’s experience so you and your business may build upon the feedback.
If you have any questions or concerns, feel free to respond to this post.
Best,
Webb
Seller_iDD9b1SV65vS0
I Have the same the issue, due in fact to error in the listing amazon recognized it on case Id 14556384211,
Heath refused to case even though I have plenty of evidence that's Amazon listing team , The health team want me to own it .
-Another Case in which the customer made the mistake stating that the shoes is fake retracted the statement and called amazon to apoligize , the oversea health team again choose the other option not to review the documents( receipts) and ask me to own mistake( recognize that shoes is fake ?!!!). what's going on here
Seller_r9wMm8LrE5iKj
This "it's probably something you did wrong" response from Amazon, about a problem of Amazon's making, continues to leave me wondering ... does staff really have so little experience with the platform that they don't understand the ways it's "broken by design" and are simply parrotting what they're told to say, or are they simply instructed that telling the truth will cost them their job?
Sellers with perfect listings will be on the hook for buyers too lazy to read the listing, or see the product in person before deciding if it will appeal to them once it's in their home/car/office/whatever, or acting in a fraudulent manner. Buyers have zero skin in the game, and thus zero incentive to do the right thing (or even follow the supposed instructions on the site), and will 100% be backed up by Amazon every time. And why not? Moving money from their partners to their customers, while getting paid for the sale and/or return, is a brilliant (if evil and sociopathic) business model.
Seller_aQELpSUQi3699
Safety Claim is needed for wrong return request. You have to take pictures of the return box closed. Then inside return packaging. Picture of actual item. Then paper work. Copy and paste customers response in email and return request. Also Tracking info if needed.
Seller_5x445YEo2V6NS
Don't you think a highlighted "Not fit list" might work?
Seller_r9wMm8LrE5iKj
Yes, if it were possible to ensure mail delivery after Amazon's weak and opaque mail filters, require customers use legit and current email addresses, mandate that customers respond to correspondence, and get immediate responses OR change Amazon's buy-box calculation to not include handling time (or allow handling time exceptions for orders where the customer is still engaging with the seller).
But in practicality, as the site exists, no.
Seller_ygcjnXMvC7GA2
Raise you prices to cover the cost of loss.
