I am seriously concerned about the wording ”Once resolved, the buyer will be asked to provide feedback and may reopen the case if needed.”
I routinely mark messages as resolved on messages complaining about non-receipt, when the order was already delivered in the meantime, as I obviously don’t want to bump the buyers to open an A-Z claim by replying.
Can anyone confirm if they ever contacted an Amazon seller as a buyer and received any e-mails asking you for feedback after the seller supposedly marked it as resolved / no response needed?
I have not received any messages from Amazon however I was struck by your comment above which is hardly customer-friendly or customer service orientated. Maybe the products you sell are liable for higher fraudulent INR than normal but you should treat each case better than just ignoring them.
If I was to be ignored by a seller, I sure would be upset and more likely to take action than trying to resolve the problem amicably.
Whenever I receive these INR claims, I just tell them it’s been delivered, blah blah blah, sometimes with a tracking screenshot and telling them to ask a member of their household in case they took it in. They usually go away.
But it’s your business so you can decide what’s best for you.
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I only receive a couple of messages per month out of hundreds of orders. Usually, buyers who asked to cancel shortly after dispatch, who then claim non-receipt or those who needed the item by a specific date and then claim non-receipt, if it doesn’t arrive by the date.
From my experience, marking as no response needed means a greater likelihood I will not hear from the buyer again. Responding with tracking and pointing to the order being delivered or offering a return (when the buyer claims non-receipt) usually leads to instant A-Z claim.
I totally get your point. I would respond to every single message if a potential A-Z claim was denied with tracking and signature, but I lose every claim. This is Amazon, so I prefer to mark as no response needed, when I sense that A-Z claim would be coming if I keep bumping the buyer.