Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,231 total complaints in the last 3 years.
21,683 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I provided a product review based upon the quality of the item received, but also included information that the seller was offering promotional items for customers registering their products--but only if the customer left a positive review of their product on the Amazon site.My negative opinion of their product existed prior to learning about seller's reward process that incentivized positive reviews, which is how I discovered that they used deceptive review practices (I was exited from the registration/reward process after entering my low-star rating). Other customers' reviews for the product expressed disbelief at how there could be so many positive reviews for the product and, as a consumer, I would have wanted to know prior to purchase so I could interpret the disconnect b/w the negative and positive reviews.My review was rejected by Amazon. I reviewed their rules and could not identify any rules that had broken in my review. My rating was based on the quality of product I received. The additional information about deceptive practices seemed pertinent to helping buyers make an informed decision.I re-submitted my review, emphasized the product concern & described my larger concern. It was not posted or acknowledged by Amazon.My original review was the following:Bridge issues--Beware of fake positive reviews to get free rewards Product comes with a registration card saying you get a free capo and slide with product registration. The registration kicks you out after 2 of 5 steps if you have a critical review.I went back in and put 5 stars. It advances to the next step for you to have to write a product review and says that your free gift is contingent upon the content of your review, meaning that if you write something critical, you don't get your rewards.My own critical review is based on the strings constantly moving on the bridge during playing. Super annoying when playing and likely a deal breaker for me if I can't cut the bridge deeper.
Business Response
Date: 10/14/2022
Hello *****,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We encourage customers to provide feedback about the products sold on our website, both positive and negative.

However, your recent contributions do not comply with our Community Guidelines. Specifically, your contribution contains comments related to the seller experience, and not the product itself.

I'd recommend submitting your review again, restricting your comments to the item.

Please take a look at our Community Guidelines for information about acceptable content:
http://www.amazon.com/review-guidelines

If you would like to contact us about this decision, please email [email protected]

We appreciate your understanding. We hope to see you again soon.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/19/2022

Complaint: 18119868

I am rejecting this response because:

My review score is based on the poor bridge on the product. My review title led with the quality defect and it was included in my review and stated as the reason for my score. Further, my intention to give a low score led to me finding out that the business uses deceptive incentive practices that influence the review scores, not vice versa. While rearching my purchase, I noticed that the reviews on the product were either very positive or very negative and recalled one reviewer's wonderment at how there could be so many positive reviews for the product. If the information I included in my review had been available to me at time of purchase, I would have been a more informed consumer, which is the point of the reviews in the first place. Ignoring that the products' positive reviews are incentivized, while screening out negative reviews that include information on review manipulation, supports the seller's bad practices and further skews the overall score--while increasing sales and the amount of money you collect. Your practices are in bad faith to your customers and I reject your "resolution".

Sincerely,

******************************
Initial Complaint
Date:09/23/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There were two small purchases made on my Amazon account on a checking account that had been closed. I had tried to remove it at the time but I was unable to find a way to do so. I then get a letter from a collections service, I had bee charged a $25.00 fee for each of those purchases. I tried calling the service and Amazon but there is now way to get through to anyone. I was able to file a form with the collections agency, after filing that I didn't receive any kind of verification that it's pending. I also never heard anything from Amazon, they just sent it to collections straight away, there was no opportunity to fix the issue.
Business Response
Date: 09/26/2022
Hello ****,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

TeleCheck Services **** and TRS are payment processors for Amazon.com, and are authorized to assist you with this issue. Please call TeleCheck at **************, so they can complete the reprocessing of this transaction. The call should take no longer than a few minutes provided you have your banking information available when you call.

TeleCheck will also be able to provide you with additional information regarding this transaction, including when check-writing privileges will be restored. Typically, issues such as this don't affect your credit rating.

Payment may be denied for a number of reasons, such as:
-- Insufficient funds in the account
-- Account number was entered incorrectly at the time of purchase
-- Account is not authorized for online transactions
-- Recent changes to your financial institution's ABA Routing Number and/or account number structure

We look forward to seeing you again soon.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/04/2022

Complaint: 18119864

I am rejecting this response because:

I called the service and was transferred several times to different people, one I was hung up on after being put on hold for 5 minutes. The number provided in Amazon response is the same number that I had used before all they want to do is collect the debt. The two people I talked to were on speaker phones and were hard to understand and not very professional there was now way these people would be able to waive these unfair fees even if they wanted to. I then called Amazon and after to talking to 2 different people someone who was on a speakerphone with a dog barking in the background explained that his department couldn't help with the BBB complaint but somebody would be contacting me within 24 hours. Nobody from Amazon has contacted me. these charges should never have gone through this account, it was closed, that's on Amazon not me and I should not have to pay $50.00 in fees because of this. It is impossible to talk to anyone in a department that can deal with this issue, all the responses seem to be automated and don't apply to my situation. I have been shopping at Amazon since it started and this is the first negative experience I have had and it's extremely frustrating.

*******************
Initial Complaint
Date:09/23/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am having issues with a customer representative trying to report me because he gave me incorrect information and is trying to sabotage me in regards to me being frustrated a customer with the delivery ******************** and proceeds with a nasty attitude to threaten to me to his leadership and account specialist team. I didn't use profanity, and it could have been handled more professionally. The treatment I am receiving as a long time customer is atrocious. I have all of these Amazon devices I purchased with my money and I want a refund back for all of them if this is how it's going to be. I have 3 fire sticks, a kindle fire, two echo shows, one 3rd generation echo dot and one echo dot 4th generation. I cannot believe I am caught ** in this kind of drama. What kind of company treats their customers like trash and makes it seem as if you are the villain? The representative wants me to lose my account and he doesn't get disciplined for his actions? Horrible business practices. Acting like an adult toddler through a chat line and provoking and harassing me. Typical elementary school behavior trying to tattle-tale. I am a grown woman and it's childish. The representative needs training. I am disgusted as a customer and disappointed. The representative gave me a very hard time and behaved outrageously nasty and tried challenging me in his/her so-called "authority". It's as plain to see as daylight what just happened here. No one is perfect, I am very affected by all of this. I am going to apologize as the bigger person because I am human and rage is not the answer. I will not solely blame myself though for what just occurred last night. It didn't have to get this far.
Business Response
Date: 10/14/2022
Hello ********,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the **************** department.

I've forwarded the experience you had with the customer service to the leadership so that they can review and coach the agents. I would request you to please let me know if you have any outstanding issues so that I can help you.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/18/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:09/23/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has made purchase on a credit card on which I did not authorize. They have never done this for any purchase I made before. This has cause me late fees on my card and has hurt my credit because of this. I have called them and told me there was nothing they can do even though I did not authorize the charge. I had other means of pay for it, I have never used the card before these incidents.
Business Response
Date: 12/11/2022
Hello,

I'm *********************** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I am sorry for the inconvenience caused to you with the unknown charges. In continuation to our previous communication, I have checked with our internal team and see that they have requested the below information to deep dive into the issue.

- Charge Amount
- Charge Date
- Charge Description

Or you they have requested you to contact your card issuer and dispute the charges, so that the bank can contact our team internally and get that resolved.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

I hope this information helps. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
***********************************;
Customer Answer
Date: 12/12/2022

Complaint: 18119057

I am rejecting this response because:
It been a couple months since I have made this complaint, they have the proper documentation as the pictures I have submitted. I had contacted Amazon before filing a complaint I had already contacted the credit company. All the pictures with time frames of the charges is clearly displayed in the pictures. Amazon should also have the conversation recorded which should be around the same day I filed the complaint. Amazon said they couldnt do anything and so did the bank in question. They should also have the call recorded which would be the same day I called Amazon. Amazon keeps repeating themselves and not solving the problem.
Sincerely,

****************************************
Business Response
Date: 01/04/2023
Hello,

I'm *********************** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I am sorry for the inconvenience caused to you with the unknown charges. In continuation to our previous communication, I have checked with our internal team and see that they have requested the below information to deep dive into the issue.

- Charge Amount
- Charge Date
- Charge Description

You may also contact your card issuer and dispute the charges, so that the bank can contact our team internally and get that resolved.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

I hope this information helps. We look forward to seeing you again soon.

Regards,
***********************
Initial Complaint
Date:09/23/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June I ordered a EVGA GeForce RTX **** graphics card , when it arrived I took it out the box to install into a pc for gaming come to found out the graphics card is defective. I started a return on Amazon and requested a *** pickup , a day went pass so I went into the chat support and asked a representative named dilip when will *** arrive to pick up the graphics card, dilip didnt even answer the question I said to him, he automatically asked me where would I like my refund and said theres is no need to return the item and I can keep or dispose the item. I told dilip I wanted my refund back on my original payment method he then said it will be credited to my account within 3-5 Business days. 5 days go by theres no refund so I called Amazon and they stated that the refund was rejected and In order for me to get a refund is for me to return the item. ***** told me to keep or dispose the item which I disposed so how am I going to return a item I dont have. Amazon even looked into the chat to see what ***** said and told me he wasnt suppose to say that. I have no control over what yall representative said to me I did exactly what he told me and now I cant get a refund because of a error on yall end. Its been since june and still dont have my refund I need my money. Order #***-6736284-0050655
Business Response
Date: 10/13/2022
Hello Octovene,

I am **********;from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your complaint and apologies for the inconvenience caused with the Order No: 114-6736284-0050655

A careful review of your account reflects that the correct information has already been provided as the item needs to be returned in order to process a refund. An email has been shared regarding the dispute on Sunday, August 7, 2022 at 4:41 AM (PDT). Based on our investigations, we aren't able to provide a refund or replace for this order at this time.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
*****
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/13/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:09/23/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Amazon Fresh order was delivered to the mailroom & not my apartment. I am disabled and cant carry them. Amazon doesnt care. They refused to bring the items to my door or help me. They discriminate against the disabled. I called 5x and just get overseas reps who wont help me.
Business Response
Date: 09/25/2022
Hello *******************************,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm so sorry for the inconvenience you've faced.

Please be assured, issue has been escalated and will make sure not to happen again.

Regarding the order, I see that refund has been issued and completed from our end on Friday, September 23, 2022 This refund will go through within 3-5 business days and will appear as a credit on your next statement.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

*******
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I PLACED 2 ORDERS WITH AMAZON AND WITHIN SECONDS THEY WERE CANCELED FOR WHAT AMAZON CALLED UNUSUAL ACTIVITY EVEN THOUGH THESE WERE MY FIRST ORDERS. AS THEY REQUESTED I SUBMITTED MY BANK STATEMENT AND PICTURE OF MY DEBIT CARD 6 TIMES ANDS WITHIN 10 SECONDS OF EACH SUBMISSION THEY WERE DENIED. NO ONE IS LOOKING AT THESE. THE SYSTEM IS SET TO AUTOMATICALLY DENY THEM. I HAVE ATTACHED A COPY OF THIS VIA EMAIL TO THE ATTORNEY GENERAL OF WASHINGTON CEO OF AMAZON ********************* AND MY PERSONAL ATTORNEY .ATTACHED YOU WILL FIND SAID BANK STATEMENT AND THE COMPUTER GENERATED RESPONSE PROVIDED BY *************************************
Business Response
Date: 09/28/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 09/28/2022 confirming account reinstatement.

Sincerely,

Mark
Amazon.com
Initial Complaint
Date:09/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had purchased a Gigabyte RTX **** Gaming ****** for $847.49 (Tax included) from amazon.ca on august 10th, 2022. No issues at all with the card, however I was looking for something with more power. I looked through amazon's terms and conditions of returns, and based on what I read, my card was able to be returned and refunded. I ended up returning the card in all of the original product packaging on September 6th, and later observed via canada post tracking (****************) that my product had been returned on the 7th. I waited about a week, and still no refund had arrived. I decided to open a customer service chat for some answers as to why I hadn't been refunded and all they told me was that they have not received it on their end yet. I thought that sounded reasonable, maybe there was more processing to do. Now, on September 22nd, 2022 and I received an email from ***************************** stating that the serial number on the item did not match the one on the box. This is either impossible or not a fault of mine, as it was the only product I had received from them for this order. After trying to get a hold of someone by responding to the email, stating that I would like to appeal this decision, it continually returns the same email over and over again. I have contacted Gigabyte, the card manufacturer, for any assistance on this matter. It was a fairly sizable purchase for myself so I cannot afford to lose the refund.
Business Response
Date: 10/10/2022
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Customer Answer
Date: 10/10/2022

Complaint: 18079999

I am rejecting this response because I have yet to see any proof that I had returned the wrong item. As well as this, I reviewed their return policy, in which none of the outlined conditions were broken. I have returned the exact same product that was sent to me and have not yet received a refund, unacceptable.

Sincerely,

*************************
Initial Complaint
Date:09/23/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Ordered a asus strix **** from Amazon on Sept. 12th, 2022 with monthly payments and next day delivery. I received a email at 11:30 am on Sept. 13th, 2022 saying that the package would be delivered within the next 3 hour time period. I was home all day on Sept. 13th, 2022. Then at 1:21pm I had an email saying that the order was delivered and signed. I went outside to my front porch at 1:21 pm when I received the email. There was nothing there. I came back inside and checked my email again. When I checked there was a random photo signature that was not mine posted at the bottom of the email.There was no photo of the delivery package at my door. I did not receive any package at all to my residence.tracking number: INTLCMSS01292787 ORDER # ***-2339795-8044264 Above is what happened and the police report that i did and what amazon ask for after a 5days now back and forth with amazon still zero help no refund no item i have spoken to 12 people from amazon i was hung up 2 times all they say is that they cant get the information witch is a lie i just got of the phone with the police officer on this case and had told amazon the the case has been closed and cant say any **** about the matter under ******* ****** privacy act the only thing he told amazon ITS CLOSED thats what they needed i saint the pdf of the report 4 times to different customer server agents and still nothing i want this delt with asap
Business Response
Date: 11/09/2022
Hello,

I am ***********;from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I understand your disappointment regarding the delivery experience you had on the order #***-2339795-8044264 that is marked as delivered but you haven't received it. That's definitely not what we want our customer to experience shopping with us.
Please be assured, I'll definitely pass the details of the incident as a strong feedback to the carrier team.

I've checked the details and see that we have successfully refunded the order on October 7, 2022 to your payment method. Once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.

You can view details of the completed refund on your Amazon.ca account: http://www.amazon.com/gp/css/summary/edit.html?orderID=***-2339795-8044264

I hope this helps! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
******
Amazon.com
Initial Complaint
Date:09/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB, We kindly ask you to forward attached document to Amazon.com.We admit our guilt in violation of Amazon Seller Code of Conduct and Drop Shipping Policy. Nonetheless, we would like to ask Amazon appropriate team to investigate our case one more time and give us a chance to start selling products on Amazon marketplace in accordance with FBA model.Best Regards!
Business Response
Date: 09/26/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon Seller Performance
Customer Answer
Date: 10/03/2022

Complaint: 18118339

I am rejecting this response because:
We found a new supplier [*************** - https://www.shopatdean.com] and purchased a large number of products since we believed sales will grow up sharply. However, when we calculated our warehouse capability, we revealed we couldnt fulfill such an amount of units, so we decided to ask our supplier to send some part of items directly to customers. Of course, we instructed the supplier by phone on how he should follow the Amazon Drop Shipping policy. They promised that all rules will be maintained.
As we revealed later, the supplier didnt remove their labels from packages, and our customers could suppose that we werent associated with the products we sell.
Also, the supplier has a few warehouses around the US, so items were sent from different shipping addresses. I believe Amazon could treat it as a trigger for the Dropshipping policy issue as we had only one Shipping address in Seller ************* take full ownership of the issue since we didnt ensure that the supplier followed Amazon's Dropshipping rules. We had to have more precise control over of the suppliers business processes via phone calls or video-calls, but we counted on their words and could not physically control them.
PLEASE, NOTE: In no case do we shift the blame to the supplier or to someone else. We fully admit our guilt in violation of Amazon Drop Shipping Policy and Seller Code of Conduct because of:
We had NOT a written agreement with our supplier that he will identify us (and no one else) as a seller of our products on all packing slips, invoices, external packaging, and other information included or provided in connection with the products.We only had VERBAL agreements over the phone.;
Our orders were shipped with packaging and invoices identifying our supplier as a seller, but not us (our store);
We provided misleading information to our customers by shipping products identifying our supplier as a seller, but not us (our store) (violation of the first paragraph of Seller Code of Conduct).
Greater details on the steps we have taken to fix drop shipping violations:
All FBM lisitngs were removed from our inventory;
We have checked all orders for comments from customers regarding the fact that they received the products with packaging and invoices identifying our supplier as a seller. We found many such comments;
We contacted these customers and explained the reasons why this happened. We apologized for misleading them;
Our programmer fixed the problems in the WMS and set up protection, which will check the program once an hour for problems/errors. And if they occur, a notification window will immediately appear on the screen;
Then our warehouse managers manually inspected each shelf/rack and compared the number of items on them with the quantity data in the WMS. Everything matched;
All paragraphs of Amazon Seller Code of Conduct and Amazon Drop Shipping Policy were carefully learned by us and our employees and incorporated in our internal rules. Moreover, we carefully learned What is dropshipping? How does it work? in Amazon seller university:
https://sellercentral.amazon.com/help/hub/reference/201808410
https://sellercentral.amazon.com/help/hub/reference/G1801
https://sell.amazon.com/learn/what-is-dropshipping
Greater details on the steps we have taken to prevent drop shipping violations going forward:
To prevent dropshipping violations going forward, we will use a 100% *** sales model. Let us describe our future *** sales steps.

Profitability. We will calculate potential profitability by assessing costs and revenue for each product opportunity:
Costs: cost of inventory, any preparation or inspection fees, shipping, duties, promotional costs such as packaging and advertising;
Amazon fees: referral fee, selling [professional] plan fee, fulfillment fee, storage fees, refund administration fee, removal order fee;
Demand. The key metric that helps us determine demand on Amazon is sales.
Competition. The key metrics that help determine competition are the number of products and the number of quality reviews and ratings they have.
As soon as we narrow our list to a few final product options, will start to find a reliable supplier:
To begin with, we will contact the manufacturers of the products we are interested in and ask them to provide us with a list of their wholesale suppliers;
After we received these lists, we will contact the wholesale suppliers and asked them to provide us with any documents that contain proof that their business is registered and recognized as legitimate (emailed copy of a certificate of incorporation, a tax number, or a business ID number);
We will verify these documents accuracy using our state and local databases of corporations to confirm if the business exists and if it's still in operation. Also we will thoroughly review documents of this nature for signs of forgery.
Then we proceeded to check the suppliers' websites. By inputting the website on whois [https://whois.domaintools.com], we can see who registered the website and when the registration expires. If this information does not match with the information given to us by the suppliers, its a clear red flag. In such cases, we will ask the suppliers to provide an explanation to ascertain their credibility.
Since supplier's payment terms are one of the most crucial indicators of the companys legitimacy, we wil thoroughly assess their payment terms. Letter of Credit Payment is most prevalent with large orders. Companies not accepting Letter of Credit payments but instead preferring untraceable payments, such as Paypal, are a red flag for us. Also, we are cautious of suppliers who ask us to escrow money through their lawyers or an unknown or unreputable escrow company. In the case we wish to use an escrow service to complete payments, it should be a reputable company that both parties choose.
If the supplier is a legitimate and established business, they should be able to provide us with references from previous customers. We will ask for phone numbers, a company name, and a contact person, and make sure to give them a call so we can get their feedback directly. HOWEVER, we first will do some research to confirm that they are a legitimate business before calling them for a referral.
And final way we will use to verify that a supplier is a dependable business is to hire a credit report service, as it will give us invaluable information about the company. This include credit history, financial performance, the company's legal history, contact details, years of operation, credit score, and the management structure.
Place an order with our top supplier. As soon as we select a supplier and settle on a price, we will create a purchase order to send our supplier, and then paying their invoice;
Run an inspection to ensure the quality of our products. We will contract with an inspection company to check on our products quality. They will review overall product quality, quantity, proper function of the item, and correct packaging and labeling.
Getting product from the supplier to our warehouse:
If our order is considered small [fewer than 200 kg] we'll work with our supplier to arrange express air shipping (using DHL, *********** etc.) and have our products shipped directly to our warehouse where they will be prepped and shipped to an Amazon warehouse.
If our shipment weighs more than 200 kg in total, we will use a freight forwarder.
Creation of product listings in Seller Central. As soon as we add products to the Amazon catalog, we will specify *** inventory:
On the Manage Inventory page we select the items that we want to change to *** [in our case all items].
On the Action on Selected drop-down list, we click Change to Fulfilled by Amazon.
Our products preparation for Amazon. As soon as the products are delivered to our warehouse, we will start preparing them for shipment to Amazon FC in accordance with Amazon packing guidelines and shipping and routing requirements:
https://sellercentral.amazon.com/help/hub/reference/G201021850?ref_=sdus_fba_main_xscus_201021850&initialSessionID=145-7367073-2902012&ld=NSGoogle&ldStackingCodes=NSGoogle%3ESCUSWPDirect%3ENSGoogle%3ESCUSWPDirect%3ENSGoogle
https://sellercentral.amazon.com/help/hub/reference/200141510?ref_=sdus_fba_main_xscus_200141510&initialSessionID=145-7367073-2902012&ld=NSGoogle&ldStackingCodes=NSGoogle%3ESCUSWPDirect%3ENSGoogle%3ESCUSWPDirect%3ENSGoogle
On the Manage Inventory page we select the items that we want to change to *** [in our case all items].
On the Action on Selected drop-down list, we click Change to Fulfilled by Amazon.
Creation of our shipping plan in Seller Central:
Click Inventory Manage *** Shipments;
On the top click Send to Amazon;
In the Ship from address we will indicate the address of our warehouse, freight forwarder or supplier [if our supplier got our products Amazon ready];
In the Marketplace destination we will indicate *************;
Then we will select a product/-s we are sending on Amazon;
Click the packaging details drop-down menu and select individual units or create new case pack template;
If we select case-packed, we will enter packing details [box dimensions, box weight, units per box, who prep, labels units and prep category if our products need specific prep requirements] and click save;
If we select individual, we will enter who labels units and prep category if our products need specific prep requirements and click save;
Then we will enter how many units and boxes [if applicable] we are sending in Amazon;
After that we will print all SKU labels and labeled each unit;
In the last step, well choose our shipping service. Once we have completed this step, we will click Complete shipment.
Once our inventory is prepped, we will have everything shipped to an Amazon warehouse.
So, we have carefully reviewed *** model of sales and we made sure that this model is fully suitable for our business. We trust Amazon and want to sell only according to the *** model.
Thank you for your time!

Sincerely,

Strawhat Warehouse

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