Amazon.com A-Z Guarantee

Amazon.com A-Z Guarantee

Amazon's "A-Z Guarantee" provides no protection to sellers, and in essence means that any unethical person with a credit card can get anything they want for free! After I sold a CD on Amazon.com, the buyer filed am "A-Z Guarantee Claim" saying that he did not get the CD. The buyer then sent me a number of obscene, insulting and harassing e-mails gloating about the fact that he could get his money back from me. I contacted amazon.com within their required amount of time, giving them all the details on the transaction, including the fact that I had sent the CD, when I sent the CD, and transcripts of the buyer's obscene e-mails. Amazon.com CLAIMS that if the seller responds within this amount of time, they will not remove funds from the seller's account. However, they did remove the funds from my account. When I contacted customer service again, first they claimed I had never sent an e-mail, then later they admitted that I had sent it, but that since it was not a specific "response to Guarantee Claim Form e-mail" they were going to keep their decision to take my money as it stands, and that no further e-mails from me will be answered. The amazon site does not provide any form or address to respond to "A-Z Guarantee Claims," so it is hard to see how my e-mail to customer service could have been a more specific "response to Guarantee Claim Form." The buyer in question has recently done this to another seller as well, but Amazon.com does not care. They say "we will apply our policies equally to all customers." Therefore, all sellers are vulnerable to this scam!

Click this link to e-mail the above consumer: Email User Consumer

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AMAZON.COM has NO REGARD for their sellers. Their so-called "A-Z Guarantee" provides ABSOLUTELY NO PROTECTION TO BUYERS.

I sold a $120 book to this guy. I sent the book the day after he purchased it...I also purchased Delivery Confirmation on the item from the post office. The buyer IMMEDIATELY began to e-mail me saying that he hadn't received the book...MIND YOU...the day after I sent the book. I responded to EACH AND EVERY E-MAIL from him and told him that I had already sent the book and would be there in 2-3 days. He continued to harass me with e-mails. After 2 weeks of this, I sent him an e-mail and told him there was nothing I could do and to please stop contacting me. I had delivery confirmation for his order. I told him that he had received his order 2 weeks ago.

TWO WEEKS AFTER...the guy filed a claim with Amazon, claiming he hadn't received the book. He told Amazon he was forced to buy the book elsewhere because mine had not arrived. He demanded for a full respond. I then responded with the tracking #, delivery confirmation documents, and copied all e-mails between me and the buyer. Nonetheless, Amazon sided with the buyer and told me that from here on, profits from every book I sell would go straight to Amazon until they make the $116 back.

I sent Amazon TWO E-MAILS claiming that I did not agree with their decision and would like them to reconsider. They did not reply. I sent them another e-mail 4 days later. This is the e-mail:

______________________________

Good Afternoon,

I am writing this e-mail because I am extremely unsatisfied with Amazon.

Amazon writes their policies in the best interest of the buyer ONLY, without considering the seller. And I am completely disgusted.

I have listed several books for sale on Amazon.com. Each book that has been ordered has been sent promptly and with delivery confirmation.

In a specific case, there was an order placed for $138.99. I sent the book the following day and although the customer did not request for delivery confirmation, I still purchased the extra service. The buyer began e-mailing me saying he had not received the book and I was very prompt in answering each and every single one of his e-mails. The book was received at his address a couple days later, and he was still sending me e-mails. (ALL OF THIS IS DOCUMENTED)

I am EXTREMELY disgusted with the way Amazon has handled this situation. I believe that to Amazon, both the seller and buyer should be treated with the same respect. The buyer should not have 100% guaranteed protection.

This buyer in particular did the following: he ordered the book and he immediately began e-mailing me STATING he had not received the book. I sent him delivery confirmation and a week later he filed a claim stating he never received it, mind you he filed it weeks after the delivery date, weeks after I had told him the delivery had been confirmed. Why did he not act immediately? Why did he not file a claim the moment I told him I had confirmation??

Regardless, I sent the book & I have confirmation of it being received. So why am I being penalized?

Also, I would like Amazon to take the following into account: The buyer claims that he had to purchase the book elsewhere because he never received mine. The buyer stated in his claim on 9/9/2009:

"I have been contacting the seller since the order was placed because I needed the book with Urgency. the seller keeps on saying that the book was end, the last time the seller said that she had confirmation that it delivered at my address, however, the selles never gave me a tracking number nor I have signed for this book delivery. I did not received the book, at this point I had to buy the book from another source and I want a full refund on this order. thanks "

In this claim, the seller stated that he had to purchase the book elsewhere and this claim was made on 9/9/2009.

My question is the following: Does he have proof of this? Did he send Amazon a copy of this receipt? And, if Amazon asked for a copy of the receipt, is the date on the receipt before 9/9/2009??? Because according to his claim, he purchased a book on or before 9/9/2009 because he had not received mine. So if this is true, he should have sent a copy of his receipt to AMAZON.COM, right? If he has no receipt, it leads me to believe that he never in fact purchased a replacement book, which means he never needed to purchase a replacement book because he already had one: mine.

As a buyer, when I place expensive orders, I make sure to request for signature confirmation or sending through UPS/FED EX. I typically go out of my way to request for it because as a BUYER, I am the person who is taking the risk in choosing STANDARD MAIL for my order to be delivered.

I would very much appreciate AMAZON to reconsider this claim and reconsider the policies which only serve to protect the buyer. I would also very much appreciate for Amazon to SEND ME a copy of his receipt for the new book he claims he purchased. This way, if he did order a new book, he has proof of this reflecting a suitable date (Although it is possible for him to purchase it and simply return it), but at this point, anything would be useful.

__________________________________

I have removed ALL my listings off Amazon.com and will never work with them again. And to top it off...when I called customer service and complained about this, customer service told me that they make sure to investigate all claims and are able to figure out whether or not the buyer did in fact receive the order. I asked them how this is done, and they told me... "We call the buyer personally and ask if the order was received."

So I have a message for Amazon:

I am going to warn all of your potential customers about your disregard for your sellers...because last I checked, although we're sellers on your website, we're still CUSTOMERS to you. I won't be selling with you anymore.

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Same happened to me, the buyer states I sent him a wrong book (the one which I haven't seen in my life), but I am 100% sure the book was what is was supposed to be. I can swear to God I am not lying! I called to amazon, and they just suggested I refund that order, but why, I payed for shipping and I sent him the book, and now I am out of MY money twice! Very-very bad situation and no protection for the seller. I am pretty sure the buyer is lying, but how can I prove that? No way... Never-ever will I sell something on amazon again...

P.S. Does anyone know what can be done in this situation to protect myself? Thanks!

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I got a new one today - I shipped a book on 12/20/2008 to a guy in Hawaii, using USPS media mail - the lady at the post office said it would take at least 10 business days to get there. I shipped the book on a saturday. Today, 12/23/2008, tuesday, the guy sent me an email saying he was unsatisfied with the condition of the book and wants a refund. How in the heck does he have the book already???? He doesn't. There is NO WAY. According to the post office, media mail to Hawaii goes on a SHIP! What is going on here? I sent Amazon an email about the potential scam, but I suspect that they will refund him his money anyway.

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Welp i have been selling on amazon for over 5 years and as of today no longer...1 neg feedback out of 200 and i get suspended....the buyer that left bad feedback will not even email me back....there feedback and A-Z Guarantee system is just pathetic.....if you get 1 A-Z Guarantee claim they will freeze you're whole account no questions asked....No seller protection at ALL!!!!

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I have been a recent victim as well. I have a woman who ordered a book for her son at a university. I sent it the very next day and got order confirmation on it.

Well 20 days later she claims her son has never recieved it. So i made a few calls of my own and contacted the unveristy dorm room who has informed me that the textbook package is sitting in their office waiting to be picked up. I have emailed Amazon and am awaiting their response.

what angers me is that they asked all kinds of information from me and it seems they never followed through, they just told me to refund her payment a couple hours later. Why am i, the seller, being a mother to some college brat who doesn't know how to check his mailbox?

how is this my fault?

i hope they see my point in this as well, because if they don't i'm going to complain as high up as i can to get my money back. I am not giving away that textbook for free, i am a college student myself who worked hard to buy that book and the only thing i am guilty of is selling it back for cheaper to some brat who doesn't know how to check his mailbox.

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As a long time Amazon video game reseller your experience with a buyer was always a concern for me too. Recently, I shipped a game to a military address (Iraq), the guy claimed he never got it - which he probably did not. Amazon pays media mail rates only and since the address was overseas I had to fill out a customs form and ship Priority Mail. Four months after thinking all was resolved and Amazon accepted my explaination, Amazon debited my card. They really only guarantee payment to themselves, and have no loyalty to resellers making them thousands for using only their canned software (storefront).

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If I were you, and the item was something a little more valuable, like the other commenter's mp3 player, I'd take the buyer's a$$ to small claims court. Then again, this is assuming that you live close enough.

BTW, if Amazon blindly enforces their biased policies like this, I agree that someone should start up a class-action lawsuit. In fact, next time this happens to you (assuing you sell on Amazon again), I'd threaten something to that tune when they say they will simply stop replying to your emails.

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Up until yesterday, I was a seller on Amazon.com. Now, because of one dishonest customer, my account, with over 64 out of 65 positive ratings, has been suspended. Amazon not only refunded this jerk's money. Long story, but he gave me the WRONG ADDRESS, wrote me hostile, vulgar emails, threatened to ruin my ratings on Amazon, which he did, but because of his A-Z claim, suspended my account. To add insult to injury, they're now holding on to $465.15 in my hard earned money. I pray to sweet Jesus that some lawyer who wants to stick it to this deceptive, evil company, files a class action lawsuit on behalf of disenfranchised customers. I am their nightmare: Honest, articulate and I'll come armed with the facts!

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I too have just received the "shaft" from amazon.com. I sent a Creative Zen MP3 player to an APO address (which according to the US Government is STILL in transit) and the buyer filed an A-to-Z claim against me. They (Amazon) have given the user back his money despite the fact the item I sold is still in transit and will in fact be delivered at some point. Meaning I just "gave" away my brand new MP3 player. I feel so violated and there's nothing I can do. I can't even file a claim with the post office because the item is "still in transit". I wish I knew how I could fight back this online injustice.

I will NEVER, EVER again in my life sell anything through Amazon.com. Their A-to-Z program is seriously flawed and the way they DO NOT protect their seller is wrong as well. I am out both my item and $235 dollars. I am a college student so for me that's a big amount of money. I feel physically sickened by this, and even though I have been selling and buying online for years now, this experience has painted a dark over what was once an enjoyable experience for me.

Shame on you Amazon! SHAME ON YOU!!!

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You are right.... they allow buyers to get remorse and get refunds and they buyer can lie to get refund and we are not given a choice to refund.

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I too have been scammed twice by the Amazon A-Z Guarantee.

The buyers are saying the item is materially different from what I advertised when I am fully aware that it is not.

Also, someone said they never received their item.

I incur shipping cost and then get debited the money I deserved for the item.

I will never use Amazon Again.