Complaint Review: Amazon Sellers Central

A consumer decided they didn't want the merchandise they purchase and claimed it was the wrong item so amazon refunded them their money, but unfortunately the wouldn't force them to return the supposedly wrong merchandise, so in essence they assisted the buyer in stealing from me. But the real problem is their A to Z guarantee, after selling over 23 items and only the one refund Amazon decided to freeze all of my funds for 90 days a total of 1300.00. When i questioned them about it the refused to give me answers or release my funds and most disturbing they refused to make the buyer return the merchandise. After several emails to their sellers central they finally responded as follows. 

Hello from Amazon.com.

Thank you for writing back to us. Unfortunately, we did not receive the requested information from you in the time frame as specified in the Guarantee claim notification e-mail. Please note that we allot seven (7) days for sellers to respond to our claim notification messages. Our original claim notification e-mail was sent to you on Oct 7, 2012, and we did not
receive a response from you until Oct 15, 2012. As such, we have debited your account for this transaction.

We understand that you may not agree with the decision in this case, but we will not be able to assist you further. There will be no further response to your e-mail messages regarding this transaction.

Thank you for doing business with Amazon.com.
Altaf
Account Specialist
A-to-z Guarantee Program

Please refer to the Marketplace Participation Agreement for more information:

http://www.amazon.com/gp/help/customer/display.html?nodeId=1161302

 If you would like assistance with your account or have any questions, please see our Help pages:

 http://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=537776

 Thank you for doing business with Amazon.com.
sai
Account Specialist
A-to-z Guarantee Program

I have contacted seller guarantee three times already.

 -----Original Message-----

From: Amazon.com [mailto:payments-funds@amazon.com]
Sent: Saturday, October 20, 2012 1:52 PM
To: (((REDACTED)))@gmail.com
Subject: Your Amazon.com Inquiry

 Greetings from Amazon.com.

 Thank you for writing back to us. Please note that the block action taken against your account effectively closes it. If you have further questions in relation to the block action taken against your account please contact seller-performance@amazon.com.

If you dispute the A-z Guarantee Claim decision for order 104-9908663-5994605, you will need to contact seller-guarantee@amazon.com.

Best regards,
Payment Specialist
http://www.amazon.com

---- Original message: ----

You have not answered my question! I dont want to appeal my account I want it closed. And if your holding my funds AFTER merchandise hasbeen shipped and received buy the buyer, I should be gaining interest on those funds, as you are! I have already filed a complaint with the Attorney General's office so please resolve this issue asap. Also I have sent three emails
concerning a return you issued a customer, I have yet to receive my merchandise back even though you have already issued the buyer a refund. They have their money back and my merchandise and AMAZON is not cooperating with me at all.

-----Original Message-----
From: Amazon.com [mailto:payments-funds@amazon.com]
Sent: Saturday, October 20, 2012 12:23 PM
To: (((REDACTED)))@gmail.com
Subject: Your Amazon.com Inquiry

Greetings from Amazon.com.

Thank you for writing back to us. Please be aware that your Amazon selling account is a non interest earning account.

If you would like to appeal your account closure, please contact seller-performance@amazon.com.

Best regards,
Payment Specialist
http://www.amazon.com

---- Original message: ----
so in other words you are holding my merchandise and funds hostage! Am I going to be collecting interest on those funds? And if not I will be reporting your companies actions to the Attorney General's office as fraud and misleading consumer practices as well as the FTC.

 -----Original Message-----
From: Amazon.com [mailto:payments-funds@amazon.com]
Sent: Saturday, October 20, 2012 11:53 AM
To: (((REDACTED)))@gmail.com
Subject: Your Amazon.com Inquiry

 Greetings from Amazon.com.

 Thank you for contacting us. The funds currently in your selling account will be transferred to your bank account after the 90-dayperiod has expired, provided we do not receive charge backs or A-to-Z Guarantee claims against your sales. 

 As you know, your account will be evaluated 90 days after the initial date of block or closure request, which was October 20, 2012.

Your reserved funds will be disbursed on or after January 18, 2013, to your bank account on file.

 Best regards,
Payment Specialist
http://www.amazon.com

---- Original message: ----

All items show shipped and more than half of the items show delivered. Please forward those funds that show customer has received their order and have not shown that they are unsatisfied!  Thank you

 -----Original Message-----
From: Amazon.com [mailto:payments-funds@amazon.com]
Sent: Saturday, October 20, 2012 8:22 AM
To: (((REDACTED))) @gmail.com
Subject: Your Amazon.com Inquiry

 Greetings from Amazon.com.

Thank you for contacting us. Due to the status of your account we are reserving your funds in your Amazon selling account until we are sure all items have shipped and no A-to-z Guarantee Claims are received against your account. Your account will be evaluated 90 days after the initial date of block or closure request, which was 10/20/2012. Your funds will be disbursed to
the bank account on file after your 90 day review, minus any outstanding chargebacks or A-to-z Guarantee claims.

For questions regarding why your account was blocked or to appeal the decision please contact: seller-performance@amazon.com.

Per section 2 of the AMAZON SERVICES BUSINESS SOLUTIONS AGREEMENT:

"If we reasonably conclude based on information available to us that your actions and/or performance in connection with the
Agreement may result in a significant number of customer disputes, chargebacks or other claims, then we may, in our sole discretion, delay initiating any remittances and withhold any payments to be made or that are otherwise due to
you under this Agreement for the shorter of: (a) a period of ninety (90) days following the initial date of suspension; or (b) completion of any investigation(s) regarding any Seller actions and/or performance in connection with the
Agreement."

Best regards,
Payment Specialist
http://www.amazon.com

---- Original message: ----
 
Funds Inquiry

I do not understand why you have placed a hold on my funds because of One out of 23 orders was an A to Z situation. Please release my funds so i can continue to feed my children. Thank you for you time.

Contact phone number 3109023754

Hello from Amazon.

This is an auto-generated message to let you know we have removed your selling privileges, canceled your listings, and placed a temporary hold on any funds in your seller account. Any new selling accounts you open will be closed.

We took this action because your seller account has failed our review process.

Per the terms of the selling agreement you entered into with Amazon Services, we reserve the right to limit or remove selling
privileges as we deem appropriate.

We encourage you to take appropriate steps to resolve any pending orders. Note that any amounts paid as a result of A-to-z Guarantee claims and chargebacks may be deducted from your Marketplace Payments account.

After 90 days, the hold will be removed and any remaining funds will be available per your settlement schedule. In addition, balance and settlement information will be available in the Payments section of your seller account. If you have questions about these funds, please write to payments-funds@amazon.com.

To appeal this decision, please reply via the Notification page of the Customer Metrics section of your selling account (https://sellercentral.amazon.com/gp/customer-experience/summary.html). In your appeal, be sure to include all applicable information listed under the How to expedite an account review section of our Velocity Limits and Account Reviews page in seller Help.

Regards,
Merchant Approval Team
Amazon.com
http://www.amazon.com

I really dont appreciate you guys continuing to beat around the bush! I understand the policy you have in place and dont mind you issuing him or her a refund, however, they still have my merchandise! I WANT MY MERCHANDISE BACK!

 -----Original Message-----
From: seller-guarantee@amazon.com [mailto:seller-guarantee@amazon.com]
Sent: Saturday, October 20, 2012 9:29 PM
To: (((REDACTED)))r@gmail.com
Cc: payments-mail@amazon.com

Subject: A-to-z Guarantee Claim against Amazon.com (Order 104-9908663-5994605)

Hello from Amazon.com.

Thank you for writing back to us. Unfortunately, we did not receive the requested information from you in the time frame as specified in the Guarantee claim notification e-mail. Please note that we allot seven (7) days for sellers to respond to our claim notification messages. Our original claim notification e-mail was sent to you on Oct 7, 2012, and we did not
receive a response from you until Oct 15, 2012. As such, we have debited your account for this transaction.

Please refer to the Marketplace Participation Agreement for more information:
http://www.amazon.com/gp/help/customer/display.html?nodeId=1161302

If you would like assistance with your account or have any questions, please see our Help pages:

http://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=537776

Thank you for doing business with Amazon.com.
sai
Account Specialist
A-to-z Guarantee Program
 
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