We have a buyer who is continually buying and returning products. The first 30 items he ordered (via FBA, all the same buyer) and ALL 30 items have been returned for a refund.

See order #'s

112-8168784-2257007

112-0335454-3802662

112-4045424-7678626

112-6223494-9032234

112-9769357-0680205

When a customer buys and returns 30 items it is quite evident he has no intention of keeping any of the items ordered, so why is this allowed to continue? At what point does this become suspicious buyer activity and HAQM will take note? No other store or website would allow a return pattern like this. This is crazy and I am seriously considering withdrawing my business from FBA because of it.

Hello, I received negative buyer feedback on a product that contained an error in both its listing title and description that indicated an additional item would come with the product. Due to this error, the customer was under the impression that I sent them a used item. I opened a case regarding this listing error and changes were made, however I would like for the feedback to be removed. This error was recognized by HAQM and was out of my control. The feedback also makes mention of an issue with delivery time, however, this item was shipped on time and was delivered 2 days prior to the designated "Deliver by" date. I attempted to contact the buyer and explain the situation, but I have been met with silence. I have attached both the Case ID and the buyer feedback below. I would appreciate any assistance with this matter, as it is not indicative of the quality of customer service I provide. Thank you for your consideration and time!

Case ID: 17684065031

Buyer Feedback: This was clearly not a "new" item. It was seriously scratched. There was supposed to be a leather sheath. It was not in the package. The package looked 50 years old. It took a very long time to arrive.

I was wondering if anyone has used HAQM's customer service support for their Fulfilled by Merchant (FBM) orders. We are currently below the 3% threshold, so it wouldn't incur any costs to allow HAQM to manage our customer service inquiries. Any feedback about this would be most helpful.

Here is the message I received from the salesperson:

Dear Seller,

I hope you are doing well.

I’m reaching out to invite you to explore Customer Service by HAQM (CSBA) — HAQM’s official customer service solution for Seller Fulfilled Orders (FBM). This program manages all post-purchase buyer inquiries on your behalf.

With CSBA, your customers receive 24/7 multilingual support via phone, chat, and email. You gain access to a dedicated performance dashboard, 100% A-to-Z claims protection, and improved operational efficiency.

The program currently supports over 380,000 sellers globally, with participants reporting a 37% reduction in negative feedback.

If you’re interested in learning more, please use the link below to schedule a meeting at your convenience.

Explore CSBA: Benefits and Next Steps

hi everyone a customer want to return a order and he bought the product on 20th may and want to return at 13th june and he wrote me this (I'd like to return my 113--4035459, as it isn't compatible with my intended use. I attempted to obtain a return label through the amazon return center, but the process did not go through. Could you kindly provide a UPS drop off label for the return? Thank you for your assistance). so what should i reply him and how can i generate return label for him kindly guide

HAQM allowed a customer to violate Federal Law 18 U.S.C. § 1341 Mail Return Fraud as we proved to them in CASE 17808292351.

HAQM's Employees Failed to Review and Authenticate Product before returning to us which is a violation of their own FBA Customer Returns Policy as they did not "evaluate the condition of each returned item" (http://sellercentral.haqm.com/help/hub/reference/G200379860?locale=en-US) and based on the details of the aforementioned case, HAQM Staff falsely implemented the disposition of "Customer Damaged" which seems to act as a deterrent to attempt to deny reimbursement.

The Customer has also violated the FBA Returns Policy by committing Mail Return Fraud which is a federal offense. HAQM refunds the customer in full and is basically weaponizing their New Reimbursement Policy to deny accountability for their actions and the customers actions.

As we indicated this in our case, HAQM has deducted the full amount of the refund from our seller account. Since the Customer did not return the correct product the item does not fall under "lost or damaged" as HAQM Staff claimed to have verified the item, but the product is counterfeit which means the information correlating to the return is false and we have already proven this. HAQM continues to deny the full reimbursement based on their "policy" BUT they are enforcing a policy on us when the Customer and HAQM FBA Employees both violated HAQM policy.

Taken from the Anti-Counterfeit Policy: "We work with manufacturers, rights holders, content owners, vendors, and sellers to improve the ways we detect and prevent inauthentic products from reaching our customers." and HAQM has a Zero-Tolerance policy for counterfeit products.

SO THIS ONLY APPLIES TO THE CUSTOMER?

HAQM is suppose to protect the seller from Buyer Return Abuse but when it occurs HAQM wants to enforce a reimbursement policy after falsely debiting our account for the Buyer Return Fraud.

We continue to dispute the issue as our next options are to utilize the FBI IC3 complaint form against HAQM and the Customer. (Which we know doesn't really do anything to help us financially) but we have TONS of cases in which it appears that HAQM aided the customer in Buyer Return Fraud whether intentional or not and after showing SS, they still refuse to take action and use "policy" as their defense.

But, the Business Solutions Agreement clearly indicates: 6.2 HAQM’s indemnification obligations. HAQM will defend, indemnify, and hold harmless you and your officers, directors, employees, and agents against any third-party Claim arising from or related to: (a) HAQM’s non-compliance with applicable Laws; or (b) allegations that the operation of an HAQM Site infringes or misappropriates that third party’s intellectual property rights.

Their Business Agreement clearly indicates that they will protect us from HAQM's non-compliance with applicable laws in which HAQM's employees have aided in the violation of 18 U.S.C. § 1341.

As this issue is within their reasonable control, this is their problem but they hide behind the Reimbursement policy and expect us to accept the new policy though actions clearly indicated violate this Business Solutions Agreement in a situation that can be reasonably controlled, we have not filed for arbitration based on the business solution agreement in aims that HAQM is going to do the right thing as they allow their customers to do this while we sit back and have to "follow policy" despite all other parties not doing so.

This is a very bad image for HAQM and the only excuse we get is "After reviewing the reimbursement request for FNKSU X00441XXXN, we will not be able to make any additional adjustments. For more information, visit the FBA lost and damaged inventory reimbursement policy: http://sellercentral.haqm.com/gp/help/200213130"

Although this policy makes no clause regarding Customer Counterfeit Returns or Switcheroos. After providing invoices of proof of purchase, HAQM hides behind this policy and allows Customers to violate Federal Law in direct violation of HAQM policies.