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Grow your Amazon business with the best tools for optimizing listings, managing ads, improving your feedback and much more.

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OnlineMerchant

OnlineMerchant

4 years ago

What steps is Amazon taking to protect sellers against fraudalent / false buyer claims?

1 – Buyer buys item, changes their mind and return it as defective

2 – Buyer buys item, doesn’t know how to use it, returns it as defective

Or are they assuming the ‘customer is always right’?

What is stopping me buying items from a competitor and nuking their account?

Furthermore, do they have any appreciation of manufacturing defects or do they just assume the seller is doing something they shouldn’t?

Products are sometimes faulty.

It happens and short of testing every product we buy (thus making it used / open box) it is impossible to guarantee a 0% defect rate.

If Amazon applied their seller rules to their own sales, how long would they be allowed to sell for?

Anyone who relies on Amazon for their busines is walking on thin ice. Sooner or later it may crack.

This article just confirms that viewpoint.

A seller

A seller

4 years ago

OnlineMerchant: Fully agreed. Provided the use of black hat tactics are well planned, you’re careful about IP addresses and what account you use (find someone on fiverr, for example), or open dummy accounts with pre-paid credit cards, etc, you can completely torpedo your competition. The system Amazon employs is understandable given the that cult of Bezos gives no quarter to it’s it’s marketplace users. Much like an online Walmart, it seeks utter domination of the market, even at the cost of profits and the health and safety of it’s workers. Satisfaction of even it’s most unreasonable and petulant of its customers is part of that strategy. However, it is flawed, Amazon holds no appeal to my business model, I do not wish to devote the majority of my time to a marketplace that commands the highest fees of them all, nor do I wish to engage in a race to the bottom with other competitors using Amazon’s repricing tools, only to get booted off Amazon because Amazon itself out-competes me or, as mentioned above, my competitors get me kicked off using black hat tactics. Unless I am certain I can achieve price supremacy at a reasonable profit, I will steer… Read more »

JT

JT

4 years ago

wow.. beautifully,, more like powerfully expressed.

Marc

Marc

2 years ago

I totally agree. It’s madness that they lose my stock/under compensate me in the region of 30% less than I paid for the items and they delay payment to me and all for 6-10% above the fees of eBay and other competitors.

Get a calculator out, work out the contribution amazon is giving you against spending some of that money on SEO/website and other tactics.

Quit the race to the bottom. Leave that to those willing to survive on wafer thin margins.

The only winner here is amazon. It always will be.

Mark Hetherington

Mark Hetherington

1 year ago

Yes it does confirm that viewpoint. I was “permanently suspended” after my account was nuked in a particularly nasty and sustained assault – (something I still find very odd incidentally, why not just close the account instead of suspending it?) – this after a six-month running battle with scammers who were DELIBERATELY targeting me, with tricks like A-z claims stating the item had not been received, for items that were being returned to me by the postal service with “Not known at this address” labels on them, other claims posting false pictures of fake items claiming that’s what I had sent them, and the usual tricks of leaving negative feedback. I’m not talking a out one or two incidents, I’m talking about all of these things happening on a daily basis on an account that had maintained 100% feedback for several years, with a 5-figure feedback score and an average of one A-z claim a YEAR! I went from that to 50 negative feedbacks, 30 A-z claims and various other reports about my account that I didn’t get to see. These were coming from competitors, and there were several markers they were leaving which made it obvious for a five… Read more »

Amazon Seller

Amazon Seller

4 years ago

Amazon has become a frightening place for third-party sellers. One look at the seller forums and you realize there’s an overwhelming consensus that no matter what you do, it’s only a matter of time until you make an unintentional mistake and are suspended. But the most concerning thing about the current wave of suspensions if the fact that Amazon has dished out so many in recent months that they can’t begin to keep up with the appeals. Yet, they still tell suspended sellers they will hear back within “24 to 48 hours.” Instead, suspended sellers are LUCKY if they get a first response in 3 weeks. Meanwhile, legitimate businesses are desperately trying to pay vendors, make payroll, and keep employees busy and hope they don’t have to lay them off during the waiting game. If sellers ignored their buyers for 3 weeks, they’d be canned by Amazon just for that alone. Yet Amazon seems to have the arrogance to believe they don’t have the same responsibility to respond to and evaluate seller suspensions in any sort of reasonable amount of time. Their lack of professionalism is mind-boggling. Why doesn’t Jeff Bezos spend a minuscule portion of his billions to hire… Read more »

Jim Ryan

Jim Ryan

4 years ago

I’ll probably come back and make a more thoughtful comment with my own anecdotal experiences. But I wanted to make this more philosophical contribution now. Qualifier. I’ve sold over 20 million dollars on Amazon since 2011. I’ve sold in every category with the exception of books, jewelry and fine art. My Comment: Until Amazon see’s and treats sellers as Customers, it will always be tough sledding to sell on Amazon. During the last two quarters, 43% of what Amazon shipped did not belong to them. 3rd party revenue , margins and profit greatly exceed their retail side numbers. Amazon is not a retailer, they are a product search engine, that also offers marketing, logistics and fulfillment services. 3rd party sellers are their customers. When Amazon begins to be “customer-centric” for all its customers, whether on the buy or sell side, things will improve. Until then, Amazon is an awful company to be in business with. When Jeff Bezo’s responded to the NY Times piece with “I don’t know the Amazon described by the NY Times”…. My first thought was , “Jeff, You need to get to know your company”. Because the Amazon described by the NY Times is the ONLY… Read more »

Kevin

Kevin

4 years ago

Couldn’t have said it better myself re: these comments. There’s no protection for sellers and it’s sad. Amazon is a great place to start until you get a separate eCommerce site/store running.

Danna M

Danna M

4 years ago

Amazon suspended me after about a year of selling claiming that my photos were in violation only every time that I tried to reach out to them for help to determinw which ones were in violation, I was left to figure it out myself.
It turned out that I was indefinitely suspended for not capturing the whole view of a men’s dress shirt, only the front folded up view in which Amazon was doing the exact same thing on there own items. This is a pretty ruthless company to sell for from my own experience. If they choose to get rid of you, they will find a way.

JT

JT

4 years ago

I hate to say it, but it is plain to see. Something bad, really bad is becoming more and more likely to take place; by an unstable disgruntled individual.

you can’t @#$% w/ people in such a way and not expect repercussions.

morty

morty

4 years ago

Lets be honest and clear… There is a cost to performing the Amazon online marketplace, serving customers, and Amazon shifts certain costs to sellers, so they can make more profits. Until there exists a significant competitor to Amazon, then nothing will change. Amazon also shifts many burdens and costs on to their workers. Welcome to an abusive capitalist system.

morty

morty

4 years ago

To be fair its a huge job to keep sellers operating in a respectable way also.

Jason

Jason

4 years ago

It seems Amazon could improve their system and have a seller funded service at the same time, heck they could even make a profit. How many sellers would pay say $250 per year for Account Insurance. This could entitle you to a detailed assessment of issues, phone contact with a dedicated resolution agent, that would batting for you, including them contacting the customer/s with the complaint to have the item returned to agent for inspection. When they receive the product back they could also request random samples of your stock from the warehouse to check it was ok. Make it a guaranteed 7 day resolution period. If each resolution agent could handle say 10 simultaneous cases you would have personalised service. Imagine if only 10% of sellers did this it would generate a good amount of revenue for Amazon and a win for sellers.

nth amazon seller

nth amazon seller

4 years ago

This article overlooks the fact that some of these complaints are not generated by human beings at all. Their possible effects on the health and metrics of a seller’s account, however, are very real. We’ve been an Amazon seller for over ten years, with a solid customer approval rating and zero history of complaints. Two weeks ago, we received an email from Amazon claiming a customer had lodged a complaint against us. No such thing ever happened. Amazon’s own software generated this “complaint”. The customer had written with questions about an item. We replied in detail and sent photos. The customer ordered the item (a book). The listing was automatically deactivated in the normal course of events. An email notifying us of a “complaint” came less than 12 hours after we had confirmed shipping. The (already delisted) item was then “flagged” as being potentially “inauthentic”. Obviously, the complaint had been generated well before the customer could possibly have received the item. The entire incident literally made no sense. Then we realized: Amazon’s bots had scoured our emails with this customer for certain keywords. The “complaint” had been generated automatically. A few days later the customer received the item and wrote… Read more »

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