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If two different teams resolved one A to Z case differently, what happen?

Amazon Seller Topics
Hi! Recently I have had a trouble due to one claim and put my account status to "Risk to be suspended" after my complaints. And I am removing all stocks from FBA because I have multichannel orders. One of seller fulfilled had a claim for the refund. But accidently I paid it in my end but Amazon said that this is against policy. But this is caused by the wrong guidance from seller support. For first A to Z claim team announced this is seller's fault, For another team announced this is not seller's fault. And I informed seller performance team about second team decision. They just asked me to contact to seller guarantee team. So I asked first team to remove the claim from my account. But until now they won't. Again I contacted seller performance about this issue and they recommended me to contact the customer to remove the claim. But this buyer intentionally opened the case to get the refund after damaging the bag and also had already contacted the buyer to remove it. Of course she won't. In this case what happen? They finally suspend my account?


Okay, I understand you are stressed, but this is well nigh unreadable. Paragraphs really are your friend.

A to Z are determined by whatever rep is available to deal with it at the time it goes through. You will rarely if ever get the same person looking at it.


Thanks for information! I just asked for seller's experience, not your offensive words.


Yes, you'd think that it would (at least by now)....but sometimes I guess it is up to the person/persons who are handling the issue(s)...whether it involves the customer or not. It could be....if you had taken a different approach.... and tried doing it that way....it might have worked. Just because you mentioned it doesn't necessarily make a difference in the outcome...too bad....sometimes it works out ....sometimes it doesn't. It is so obvious now...yes....it seems that way but it really all depends on the way it happened ....whether you or the customer says so....who knows? I would still try to resolve this as quickly as possible....or at least find out why.


Thanks for information! I think bloody ping pong game is over. They win and grand Amazon dash to ruin poor seller. scary....


"Again I contacted seller performance about this issue and they recommended me to contact the customer to remove the claim."

  • I doubt that is true.

  • Once an A-Z claim has been opened, you should NOT communicate with the buyer further.

  • Once an A-Z claim has been opened, you need to deal with Amazon, NOT the buyer.

"They finally suspend my account?"

  • Finally?

Edited by: Licensed 4 Refrigeration on Nov 19, 2016 9:42 AM

Edited by: Licensed 4 Refrigeration on Nov 19, 2016 9:51 AM


Thanks for information! I just asked for seller's experience, not your offensive words.

There was nothing offensive in the reply by Plenty Costas.
Just accurate information and an attempt to get you to actually clarify your situation and subsequent questions.
It is rather telling you agreed with and found useful the gibberish posted Killing Time, which I believe was sarcastically mocking you rambling unclear post.


If you're using this type of syntax and grammar while contacting your customers they will file complaints and things will escalate

Try to tell more about the product you sell and your volume of sales


This reminds me of China Sellers trying to get something for nothing. First of all, you do not get 2 different A-Z responses for 1 case. ONLY 1 service is going to address this. Secondly, you come here, and no-one can understand what you are trying to say because your WORD do not make clear sense so it seems you need a translator to make clear what you want us to help you with. NO-ONE HERE WAS TRYING TO HURT YOUR FEELINGS. EVERYTHING THEY SAID IS TRUE. You want to get mad when nothing that was written in your first note to us made any sense whatsoever. Before you come here, have someone who speaks clear English convey your problem for you here and all of these GREAT SELLERS who sell tons more than any of us little guys can tell you exactly what you need to have happen. DO NOT COME HERE if you think that all we want to do is attack you. That's not at all the case. You are frustrated because of the language barrier and you want to take it out on all of us. STOP IT. Let us HELP YOU.


Please stop attacking. China seller? who is China seller? And how do you know my case? Are you a Amazon employee?


Listen, customers do not need to heed to your feelings. This forum is good practice to get the information you need out if other people's responses no matter how they're presented in your eyes, and reply in a professional, positive manner.

If you're attacking forum seller responding with things you need to hear that are for your own good (whether you like it or not), it concerns me how you're handling customers when you're being so readily defensive. I highly suggest thickening your skin, and taking all opinions, suggestions, and criticisms with a grain of salt. If you're handling customers in the same defensive manner, they're not going to say "Oh, I hurt seller's feelings, I'll be nicer." They're going to say, "The heck with the seller, they don't care, so I'll go through Amazon to take care of my issues!"

Work with people in a manner that will make them WANT to stay on your side. Businesses that run on the "I'm right, you're wrong" or "You hurt my feelings" models will never succeed on Amazon.


OK. How do you know me? Do you see the way I supported my customer? I am not a dumb. You are professional? Watch you tongue first.


And there you go, YOU DO NOT THREATEN ANYONE HERE. SEEMS WE KNOW YOU BETTER THAN YOU THINK. I AM A PRO SELLER AND HAVE BEEN FOR SOME TIME AND YOU WILL NOT LISTEN TO ANYONE SO SUFFER. YOU DO NOT COME HERE AND TELL PEOPLE WHAT YOU TELL THEM. WHAT KIND OF A BUSINESS ARE YOU RUNNING WHEN ALL YOU HAVE IS EMOTION AND ANGER. HE WHO ANGERS YOU CONTROLS YOU. NOW, WATCH YOUR OWN MOUTH.


Threaten? Who threatens? Regarding on a post, now how many people come and mention their offensive message? So you want me to what?


Hi Pinkydarky, I just wanted to say that you do sell some Beautiful Bags. I also seen where you had a lot of issues Selling on Europe's Amazon as well. You have very valid points in that argument as well. I also see that you sell on E-Bay. We are a totally different Animal than them. Things just do not always go the way we need them to. I do know this, if we make enough problems for Amazon, we will also be closing our USA Stores as well. PLEASE, tell us the problem so we can better understand what you were saying. It sounds like you said 2 different A-Z claim People answered your 1 A-Z Claim. If thats true, I am miffed. THAT just never happens.


')