HAQM's Automatic Refunds Are Punishing Honest Sellers - Evidence-Free Claims Destroy Small Businesses!
Dear HAQM Seller Community & Moderators,
I need to share an alarming incident that happened this morning and expose a critical flaw in HAQM's refund system. At 00:42 today, a buyer filed an "item not as described" return request. By 04:45 - **before I could even check my emails** - HAQM had already processed a FULL refund, charging my account without any investigation.
**The Shocking Reality:**
This buyer claimed "product doesn't match webpage" after **18 days of use** (order delivered May 23) but provided:
❌ No photos of alleged issue
❌ No installation attempt records
❌ No measurement verification
Meanwhile:
✅ My listing clearly states ALL specifications (dimensions, compatibility parameters)
✅ Products undergo **industry-standard testing** in controlled environments
**Why This Hurts Sellers:**
1️⃣ **"Guilty Until Proven Innocent" Approach**
- Automated systems favor buyers with zero evidence requirements
- Technical products (like precision components) require professional installation - buyer errors become seller liabilities
2️⃣ **Cost Catastrophe for Cross-Border Sellers**
- Lost product value + international shipping costs (30-50% of sale price)
- **NO RETURN REQUIRED** policy = free products for opportunistic buyers
3️⃣ **18-Day "Testing" Window Enables Abuse**
- Most technical issues appear within 72 hours of installation
- Extended windows invite post-usage returns
**Our Industry-Wide Crisis:**
This isn't isolated - technical product sellers are particularly vulnerable:
- Buyers without technical skills blame products for installation failures
- No verification process for compatibility claims
- Sellers absorb 100% loss for unverified accusations
**We Demand Fairness:**
HAQM MUST implement:
🔹 **Mandatory Evidence Rule:**
- Photo/video proof with order number visible
- Calibrated measurement verification for dimensional claims
- Installation attempt documentation
🔹 **Category-Specific Policies:**
- 7-day max return window for industrial/technical items
- Human review for claims filed >72hrs post-delivery
🔹 **Refund-Withholding Until Return:**
- No account deductions before return tracking validation
- International sellers deserve return-shipping protection
**To HAQM Moderators:**
We support buyer protection - but not a system that:
• Rewards baseless claims
• Ignores seller due diligence
• Bankrolls buyer experimentation at small businesses' expense
**Call to Action:**
If you've lost >$500 to evidence-free returns:
1. Comment "✋ TECH SELLER AFFECTED" below
2. Tag @HAQMSellerSupport
3. Share how long YOUR refund appeals took
*We deserve transparent policies - not automated financial punishments.*
HAQM's Automatic Refunds Are Punishing Honest Sellers - Evidence-Free Claims Destroy Small Businesses!
Dear HAQM Seller Community & Moderators,
I need to share an alarming incident that happened this morning and expose a critical flaw in HAQM's refund system. At 00:42 today, a buyer filed an "item not as described" return request. By 04:45 - **before I could even check my emails** - HAQM had already processed a FULL refund, charging my account without any investigation.
**The Shocking Reality:**
This buyer claimed "product doesn't match webpage" after **18 days of use** (order delivered May 23) but provided:
❌ No photos of alleged issue
❌ No installation attempt records
❌ No measurement verification
Meanwhile:
✅ My listing clearly states ALL specifications (dimensions, compatibility parameters)
✅ Products undergo **industry-standard testing** in controlled environments
**Why This Hurts Sellers:**
1️⃣ **"Guilty Until Proven Innocent" Approach**
- Automated systems favor buyers with zero evidence requirements
- Technical products (like precision components) require professional installation - buyer errors become seller liabilities
2️⃣ **Cost Catastrophe for Cross-Border Sellers**
- Lost product value + international shipping costs (30-50% of sale price)
- **NO RETURN REQUIRED** policy = free products for opportunistic buyers
3️⃣ **18-Day "Testing" Window Enables Abuse**
- Most technical issues appear within 72 hours of installation
- Extended windows invite post-usage returns
**Our Industry-Wide Crisis:**
This isn't isolated - technical product sellers are particularly vulnerable:
- Buyers without technical skills blame products for installation failures
- No verification process for compatibility claims
- Sellers absorb 100% loss for unverified accusations
**We Demand Fairness:**
HAQM MUST implement:
🔹 **Mandatory Evidence Rule:**
- Photo/video proof with order number visible
- Calibrated measurement verification for dimensional claims
- Installation attempt documentation
🔹 **Category-Specific Policies:**
- 7-day max return window for industrial/technical items
- Human review for claims filed >72hrs post-delivery
🔹 **Refund-Withholding Until Return:**
- No account deductions before return tracking validation
- International sellers deserve return-shipping protection
**To HAQM Moderators:**
We support buyer protection - but not a system that:
• Rewards baseless claims
• Ignores seller due diligence
• Bankrolls buyer experimentation at small businesses' expense
**Call to Action:**
If you've lost >$500 to evidence-free returns:
1. Comment "✋ TECH SELLER AFFECTED" below
2. Tag @HAQMSellerSupport
3. Share how long YOUR refund appeals took
*We deserve transparent policies - not automated financial punishments.*
1 reply
Danny_HAQM
Hello @Seller_RZc5KKG7nQMMH- and thank you for creating this detailed post for the seller forums community.
I wanted to help ensure you had the policy page for A-to-z Claims close at hand as it does cover situations where "HAQM will automatically grant the claim and debit the claim amount from your account in the following circumstances:
- You did not respond to the customer's delivery-related issue within 48 hours via Buyer-Seller Messages.
- You did not authorize or respond to the customer's product-related issue within 48 hours via the customer's return request.
- You authorized the return request with an international return address but, (a) failed to provide a prepaid return label, or (b) failed to agree to a returnless refund, within 2 days of receiving the return request.
- You did not ship the order by the expected ship date.
- You did not use a trackable shipping method, and you failed to provide a valid order tracking ID in Manage Orders when the customer's order was placed.
- You did not deliver the order by the maximum estimated delivery date.
- The tracking you provided shows that the order is undeliverable.
- You did not deliver the order to the address provided by the customer.
- The item was returned using a prepaid return shipping label and you failed to issue a refund within 5 days of receiving the return.
- The item was returned using a prepaid return shipping label and the return was lost in transit.
- The item was returned using a prepaid return shipping label, and the return is either undeliverable or being returned to sender due to an outdated or incorrect return address provided by you."
Do any of these reasons relate to the order in question here? You may also find helpful insight on how to appeal A-to-z Claims if you haven't reviewed yet!
Thanks,
Danny