I don't have room for all of the nonsense I've had to deal with, with these people so I will try to keep this short.
I seel on ArtFire, which uses Amazon Payments as their in-house payment processor. In 2011, a buyer of mine was given a refund, even though I shipped the item and gave the customer the tracking#. I wrote Amazon and was told that they sent an e-mail to me about a 'dispute' by the customer, that I didn't respond to, so they ruled in her favor by default. BUT, Amazon was sending them to an e-mail address that is not mine, and I never even knew there was a dispute or question. I was told that the e-mail address would be corrected, and that my money would be returned to my account.
3 MONTHS LATER THIS WAS NOT RESOLVED. Countless phone calls and e-mails back and forth with numerous "specialists" and nothing, Finally it (supposedly) was fixed and they offered me a CREDIT to shop on Amazon with. I refused, and eventually a refund issued to me.
It is now 2013 and the same thing happened again! No one ever corrected the e-mail address, and ANOTHER customer was issued a refund even though I shipped the item and immediately gave her the tracking info.
It has been a month; I have spoken to 3 different reps there, written over a dozen different e-mails, and nothing. Every time I speak with someone, they tell me it will be taken care of. Every time I write them, I have to give the ENTIRE history over again, right e-mail address, wrong e-mail address, transaction#, tracking#, customer's name etc etc--EVERY TIME. When they reply, they ask for this information once more---THIS IS A SCAM.
I got an e-mail from "Sara A." on April 8, who said that a "Specialist" would get back to me within 2 days. As of yesterday (April 17), when I wrote them once more, gave them all of the information again and told them that I was NOT going to repeat myself any longer. I also said my next step was to contact an attorney, eCommerceBytes, and the media.
I spoke with yet another person at the number on the website, who like all the others, said that she 'wasn't able to do anything except forward the information to their 'specialists'---AGAIN.
I received an e-mail today asking me for the tracking information so that they can 'prove to the buyer' that it was sent--This is NOT the issue! The buyer has her item, Amazon is the one who screwed this up by sending important e-mails to an e-mail address that does not exist.
I wrote back (yes, again), explained all this AGAIN--and just got another e-mail from them which says this. Really read what they were trying to get me to agree to, and how insane it is:
Thank you for contacting Amazon Payments regarding the dispute transaction #xxxxxxxxxxxxxxxx
We have provided the buyer with the email proof we received from you regarding delivery of services.
We have asked the buyer to pay using different payment method
We requested to initiate a transaction(Dummy) for the same amount and file a dispute, so we can resolve the dispute in your favor.
Please understand that all email communications regarding dispute will be sent to the CS email address provided on the account. We were unaware of the fact that the email address(Wrongone@xoxoxo.com
) was disabled. Therefore, in future all the email communications will be sent to (RightOne@xoxoxo.com
THAT is the reply I just got, and this has been going on for a MONTH!
There is NO reason to send the buyer the tracking info because I DID THAT already in March!
If you were the buyer, would YOU ever buy from me again, after this insanity? Ask her to initiate a dummy transaction????--OR--Ask her to pay through a different service???
THIS is all because THEY make a gigantic mistake, NOT me!
The buyer has her item and tracking, AND the money that Amazon gave away, and I want told them that I want it back in my account, now--no more 'try this, try that', no more games. I am being totally ignored.
So after a year and 1/2, no one has fixed the e-mail address (I don't believe them now because this is exactly what they told me in 2011)---WHY is this so hard?
I'll tell you why: As I said to them, I am sure I'm not the only one going through this, so multiply the millions of users who use the service by $25/$50/$100 held/refunded/lost to each by Amazon, and this is a SCAM. Add to that the fees they charge to both the seller and the venue the seller does business on, and it amounts to theft and fraud. There are no 'services'. there are no 'specialists'--it has taken them 3 years to fix an incorrect e-mail address? They make their paying customers (us sellers) pay for their mistakes? WHAT???
To top it off, sellers who use Amazon have what is called a 'disbursable balance' and the total balance. The 'disbursable balance' is an amount kept from you to 'make sure' you send a package. This is what supposedly happens when a buyer writes them to ask when their package will be shipped. The problem is, IF these 2 buyers whose money Amazon refunded DID write them, I had no idea anything was even wrong. The buyer may have just been making a general inquiry, I don't know because I went through that merry-go-round on 2011 with them, asking how one is to know there was an inquiry when no notice was sent? I asked this over and over and over, on the phone and through e-mails, and NOT ONCE did I get an answer--just ignored.
So this is a nice little scheme they have going: keep the seller in the dark, keep their money and then ignore them, maybe play a few games with them, pretending you have no idea what they said to you last time they wrote or called. I'll tell you, I am a very patient person, but this has gotten me to the point where I am physically sick over it. I cannot afford to support Amazon's bad habits and as I said, I am sure I am not the only person going through this nightmare.
I have told them that the next thing I am doing is contacting an attorney, and the media so if anyone knows which media outlet is the fastest in responding, and most effective,let me know because I am DONE being lied to and stolen from. I have every date of phone calls, every e-mail from both incidences, from and to Amazon.