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Seller_dnxnrsZIeTNo3
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🛠️ Let's Talk: Handling Damaged Items Like a Pro!
by Seller_dnxnrsZIeTNo3

Hey sellers!

Dealing with damaged items can be tricky, and with Prime Day coming, we're sharing these damage prevention strategies to help you reduce costs, maintain positive customer feedback, and protect your seller metrics. Properly handling damaged items is crucial for maintaining your account health and building customer trust, check out the tips below!

📦 Prevention First

  • Use appropriate packaging materials
  • Add fragile warnings when needed
  • Consider double-boxing valuable items
  • Document item condition before shipping

📸 Documentation is Key

  • Take clear photos before shipping
  • Save packaging photos
  • Record serial numbers
  • Keep shipping records organized

⚡ When Damage Happens

  • Respond within 24 hours
  • Review photos from customer
  • Check tracking for delivery issues
  • Document everything in your records

Share Your Experience:

What packaging solution made the biggest difference?

How do you handle customer conversations about damage?

Any creative prevention strategies?

Drop your best tip below! 👇

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How to get HAQM to recognize a fake review
by Seller_6sT7IlcsHCqxo

We've gotten a review on our listing that definitely violates HAQM guidelines, but we're not sure what else we can do to get HAQM's attention

The review in question is an obvious copy-paste because the same user also posted the same completely identical review on another item from a different seller on the exact same day. Even the typo in the review text was copied over. The title heading was also the same, with the substitution of a dollar sign in place of "money" on the second review (very clever dude...very subtle).

Both are bulk items, so it defies common sense that someone would buy both in good faith (no one could need that much), test them out, then coincidentally post identical reviews on the same day. The customer also hasn't responded to any outreach from us, nor have they requested a refund or returned the item, which is odd when the review complains about a "waste of money".

We've already sent a message to the community health email address we got from customer support, as well as filing a policy violation complaint (ID# 17842188951 if you're listening HAQM), but so far it's been radio silence ever since. What else can we do to get their attention?

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📦 Return Labels Explained: When & Why They're Auto-Generated
by Seller_FJwyF3iu5qxUY
HAQM replied

As a seller who fulfills their own orders (FBM), managing returns efficiently is crucial for both your business operations and customer satisfaction. Let's dive into everything you need to know about Return Authorizations, including why some returns get automatic labels while others don't.

What is a Return Authorization?

A Return Authorization (RA) is HAQM's system for processing customer return requests for seller-fulfilled orders.

When a customer initiates a return, the RA determines whether:

  • A prepaid return shipping label will be provided
  • The customer needs to ship the item back at their expense
  • The return can be refunded without requiring item return

Why Some Returns Get Automatic Labels (And Others Don't)

HAQM's return label system uses a variety of factors to determine when to generate prepaid return labels.

Here's how it works:

Automatic Label Generation - Common Scenarios

  • Standard-sized items under the weight limit
  • Items within normal price ranges for their category
  • Returns due to common reasons like "no longer needed" or "ordered wrong item"
  • Products in categories with typical return rates

When Labels Aren't Automatically Generated

Product-Based Exemptions:

  • Hazardous materials requiring special shipping
  • Oversized or heavy items exceeding carrier limits
  • High-value items requiring additional verification
  • Customized or personalized products
  • Certain electronics with batteries
  • Perishable goods
  • Items requiring specialized return packaging

Return Reason-Based:

  • Product damaged in a way that affects safe return shipping
  • Items reported as defective that need special handling
  • Returns requiring additional verification

Shipping-Based:

  • International returns
  • Returns to addresses different from original shipping location

Best Practices for Managing Returns

Monitor Your Returns

Handle Special Cases

  • For items that need special return shipping (like hazmat)
  • For international returns
  • For items requiring specific packaging

Pro Tips:

  • Even if HAQM doesn't automatically generate a prepaid label, you can still manually provide one through the Manage Returns page
  • Monitor your Returns Report for patterns in automatic vs. manual label generation
  • Consider mentioning your return policy in product descriptions for exempt items

Keep Your Returns Running Smoothly

  • Maintain accurate product descriptions to reduce unnecessary returns
  • Regularly monitor your Returns Report
  • Respond promptly to return requests requiring manual review
  • Keep your return settings updated

Drop a 👍 if you found this guide helpful, and share your experiences in the comments below. Your insights could help fellow sellers streamline their return processes!

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Seller_Wmw4utyFCqxCz
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Who else go this "I am writing to express my serious concern"
by Seller_Wmw4utyFCqxCz

Ok So who else has got this today or this week? We really need a Ban Button.

He bought Rocks Yes Rocks like little rocks.

I wonder how many auto refund? This was order #1 3-13- 2025 2nd order 3-14-2025 was a refunded order, returned product, Likely empty box sent back to amazon.

Dear Sir/Madam,

I am writing to express my serious concern regarding a recent order I placed through your store on HAQM. Unfortunately, instead of receiving a brand-new product as advertised, I received an item that was clearly used, unhygienic, foul-smelling, and potentially hazardous to health. This situation is extremely disappointing and does not align with consumer protection standards or HAQM’s policies.

Due to a traffic accident, I was unable to return home for a while, which delayed my ability to open the package. When I finally did, the condition of the product caused immediate discomfort to my family members — including small children — due to the strong odor and visible contamination.

For health and safety reasons, and in full compliance with HAQM's return policy, I had no choice but to dispose of the product immediately. It was not safe or reasonable to keep, photograph, or return an item in that condition.

HAQM’s policy regarding hygiene-sensitive or hazardous products clearly states:

“For health or hygiene reasons, HAQM may ask customers to dispose of the item if it is damaged, contaminated, or poses a health risk.”

Based on this, I respectfully request the following actions to be taken promptly and without further discussion:

A full and unconditional refund of the total order amount,

No requests for photos, returns, or additional evidence,

Immediate processing of the refund.

Please understand that I am not seeking any alternative solutions such as replacements, partial refunds, or credits. I am simply and clearly requesting a full refund.

If this matter is not resolved within 48 hours, I will have to proceed with the following steps:

Filing an official complaint with HAQM,

Leaving a detailed and permanent negative review on your seller profile,

Sharing my experience — along with documentation — on social media and consumer protection forums,

Filing formal complaints with national consumer rights authorities,

Considering legal action due to the health risk and product safety violations.

I hope we can resolve this matter amicably and quickly. This is your final opportunity to address the issue before further action is taken. Any legal, financial, or reputational consequences resulting from inaction will rest solely with your store.

To be absolutely clear once again:

I am requesting a FULL, IMMEDIATE, and UNCONDITIONAL REFUND,

And I expect written confirmation of this refund within 48 hours.

Sincerely,

atakan

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Seller_zGoDlPZLneGhF
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HAQM buyers are using my business and others as a free rental service - Something has got to give.
by Seller_zGoDlPZLneGhF
HAQM replied

Recently I have been noticing a very large uptick in return abuse (and fraud) here on HAQM. Below you'll see a crystal clear example of return abuse from a buyer who decided to use my item for 3 weeks before opening what is the epitome of return abuse.

This "buyer" (renter) has derived significant value from my item and now wants to offload it back to me to conclude their free rental period. I am now stuck with: outbound shipping costs, return shipping costs, and finally an HAQM return fee charge. None of which I will be able to recoup as this unit does not qualify for refund at first scan ($300+ item). Therefore, no Safe-T claim option will be available to me.

This also does not take into consideration that a brand new camera has now been opened and used. Even if returned in pristine condition (this certainly will not be the case) the manufacturer seals have been broken on the product box and this cannot be considered a new item anymore.

When is HAQM going to put an end to this free rental madness that plagues the platform? Sure I can charge a restocking fee, but in doing so I'll open my business up to potential negative feedback, chargebacks, and A-Z Claims (retaliation from the renter) that could impact my business heavily. So instead I will be forced to take a huge loss because of a buyer thinking my business is their personal free rental service.

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FEEDBACK REMOVAL order 114-0266064-2636279
by Seller_n563jG9LzmCkn

order 114-0266064-2636279

The buyer returned an item that WE DO NOT SELL and does not match the item we shipped. As a result, we were unable to issue a refund. The buyer subsequently left negative feedback related to this return issue.

This feedback is not related to our actual seller performance — including the accuracy of the item shipped, shipping time, or customer service — and is instead based on their own error in returning the wrong item. According to HAQM's feedback guidelines, comments that are not directly related to a seller’s fulfillment or service, or that are related to issues outside the seller’s control, should be eligible for removal.

How can I go about getting it removed

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what is the percentage of customers wanting something for nothing?
by Seller_bqcTNd7dVgr4T
HAQM replied

Ranting

Short background, I'm fairly new to HAQM and learning its ways. I sell edible food item customized.

Most of the customers are awesome. Few give reviews, pointers on how to get reviews would be helpful.

Anyways the few bad apples make it hard. AKA one customer wanted a refund, because "All the got was edible paper with an image" Dude that was what you purchased, did you expect a car with it? Two things happeed with that. One HAQM, of course gave them money back AND gave me a bad mark on "voice of the customer" YEP should have set that car, or something I guess.

Now --- I got my next "Bad mark on Voice of the customer" Customer said "arrived late I don't want it anymore" SOOOOO HAQM gave them the option to return it (yep food item is returnable, HAQM working on the fix as I reached out) AND YEP they have not been able to 'ship it back'... Thats cause they used it and thought they wouldn't have to return it cause its a food item. HAHAHA bad customer you get no refund, by mistake. OOOO and it was not late, arrived a day early.

Question HAQM.... We get that they get their money back. but must you give us bad mark when they are clearly making stuff up just to get free stuff. AKA "edible paper" IS what is in the title and discription... so why are they upset for receiving just that.(Bad voice of the customer should not happen). And "arrived late I don't want it no more" When it clearly arrived one day earlier. Clearly should not give a "bad voice of the customer.

Okay rant over....

Anyone got pointers on how to get more customer reviews, I can not use Vine as most of my items are customized and has to be FBM. Thanks for the rant and any pointers!

(HAQM, I know you are following rules and my question is not one you can actually answer, did feel good to ask it though lol

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Blocking an Abusive Purchaser
by Seller_58N1ouXUGIDsF

A customer ordered a Sports Illustrated and I inadvertently sent the wrong cover. I immediately refunded in full and told him to keep what he received as my gift. I even intended to send the correct cover free of charge notwithstanding his libelous and false negative feedback. In the interim, he messaged that I am a “scum bag” and he hopes my children won’t become scum bags too. I asked Seller Support to please block him. He has now messaged demanding his free magazine and calling me a “- - - - - - - C—T”. The C- - T was fully spelled out. Any advice is most appreciated.

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Are we still paying for return labels even though the customer stated it was their fault?
by Seller_G7zWzRpYemcAE

The Return Reasons have been mostly "No Longer Needed" or "Bought By Mistake", which all fall under fault of the customer. Some have literally stated they measured things wrong.

But going to the Return Authorization page, there is a Return Label Price given. How do we know if we're paying for the label, or the customer?

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A-to-Z Refund Issued Without Return - Seller Left with Full Loss
by Seller_fQWkgIXU9xMsb

Hi everyone,

I'm very frustrated right now and hoping to get some advice or help.

A customer claimed that the GPU they bought from us was defective — but this happened after the HAQM return window had already closed. I followed HAQM policy and told the customer to contact ASUS directly for warranty service, which is what we’re supposed to do for hardware outside the return period.

The customer never returned anything to me — no label created, no tracking, nothing received. But HAQM still refunded them fully through A-to-Z, even though I never got the item back. So now the customer has both the full refund and the GPU. I basically lost both the money and the product.

This seems like a clear violation of HAQM’s own policy that says the buyer needs to return the item before any refund is issued. I submitted an appeal explaining everything, but it was denied.

I feel completely helpless right now. I did everything correctly, but in the end, I’m left with a total loss. Has anyone dealt with this before? Is there any way to escalate this further to Seller Performance or Executive Seller Relations? I don’t know what else I can do.

Thank you for reading.

order: 113-1927605-2957849

case id: ID 17857034171

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Seller_qa3jEvxx9StPs
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Need help from Mod, please - A-Z wrongly refunded customer
by Seller_qa3jEvxx9StPs
HAQM replied

Can I please have a moderator look over this A-Z Claim? Customer used inaccurate return reason, which he admitted to in order to get free returns. Item was not refunded at first scan. We refunded order minus return shipping. Customer opened A-Z claim for return shipping amount. HAQM refunded whole order including another item that was not returned and counted it against our ODR. Appealed and they stuck with their original decision.

111-2083239-2857838

@Seller_dnxnrsZIeTNo3

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