Status of refund Referral fees.

Hi Axis, last week I mentioned about refund of my referral fees. I am seeking at least half (RM1900) refund back to me. Reason as stated below: 1. Lack of return support system - Product should return back to Axis warehouse instead of reseller's address. Unnaturally expensive overseas return plus Amazon policies to refund without requiring customer to return items. 2. Amazon favors customer more than seller - Amazon auto-authorized a customer's return request and fully refunded USD 97.52 (without including product cost) 3. Unreasonable claims by customer - DHL tracking delivered but customer claimed to not received. Amazon filed a claim for the customer and I risk refund him $101.43 (without including product cost) 4. Other minor system issues. Amazon does bring a ton of sales, however, I doubt any profit to be made since the policies said customer can claim return without any reason. I am firm in my decision. Kindly proceed my claims and improve your system immediately.

Hi Sylvia,

Hope you are well. Understand your frustrations and concerns as mentioned above. Worldwide resellers do encounter situations like what you’ve mentioned, typically known as A-Z claims; once in many successful selling cases. These are business policies determined by Amazon to protect the buyers so that buyers are more confident to buy from the platform, and at the same time create many more opportunities to buy and sell within the platform.

There are many other ways to handle the customer’s return and require sellers (like yourself) to proactively manage the account and engage with the customers. In Axis, we have invested in products, offering competitive shipping rates to sellers to improve opportunities for the sellers to be successful in cross-border online business. However in any businesses, they have their own business risks, ie exchange rate fluctuation, late delivery or items missing during delivery, weird customer requests, etc but you will not be alone, Axis will continue and committed to helping you to cross the hurdles as they arise.

If you decided to give up, because of Amazon or any global courier policies, we are sorry to inform you that we are not able to agree with you on your claims and your request for a refund. We are open for discussion, through a phone conversation or even zoom meeting. Do let us know your decision and availability, we hope to help you and go through the challenges together.

Amazon's behaviour is considered a bully and is only pushing away sellers by forcing them to fully refund. Mind you it's with enough proof from DHL (a picture of parcel delivered in front of customers front door) Amazon forcefully refund with reason that the electronic proof of delivery don't have signature. DHL didn't get signature, Amazon forcefully refund. Who bears this cost? I'm the one who bears it because it's a "business risk". Any sane person would have leave immediately.

If you want to say communicating with customer is my responsibility, then you have obviously not sold in Amazon before. The customer reached out to me after opening a claim. He can very easily retracted the claim but choose to let Amazon handles it. Since opening a claim involves Amazon, the customer plays MIA. Communication in Amazon is fucking hilarious. The policy is not protecting me, I choose to save my remaining brain cells and move on.

You claimed that you have done your part. Since Amazon is partner, why not you handle this case and win me back my forcefully refunded claim? I would be more willing to pay back the Axis billing but don't expect me to come back selling because I still can't wrap my head around how you handle returns.

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