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Amazon sent warning mail due to genuine returns

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Deal Subedar
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Today, I got a mail from Amazon (screenshot attached).


This was soon after Amazon sent me a wrong product and created a return/exchange. It was Rayban sunglasses (MRP: 8800 available at 20% discount, with 10% further ICICI discount and Rs.500 amazon cashback on this category. It was in my wishlist since last couple of months. I got a different Rayban (MRP:5600) which I don't like. There was a sticker with barcode on Rayban case which mentioned right product (one that I actually ordered). It came in secured packing (with OTP). After I chose reason "wrong product received", it asked me to upload pics which I did and then instead of option like return or exchange it gave the option to "call me" which I clicked.

The agent called and after asking the details, he sent me a SMS to upload pictures and told me that they will investigate and will let me know the outcome in next 4-5 days.

After that I got this mail.

I have 8-9 returns since 1st Jan (I have 90 orders since that date including recharge, etc.).

All my returns were genuine (4-5 from clothing). Never ever tried to take an advantage of them.

I have:

* Amazon Prime (through Airtel broadband till Oct'24)
* Fire TV Sticks in 3 rooms.
* Amazon ICICI Fastag
* Apay ICICI Credit card

I am very much used to order from Amazon (and Amazon fresh).

I am Amazon.com customer since July'2010 and Amazon.in customer since Aug'2013 when they started their operation in India with same account/email account.

Please suggest what should I do from now on.


Amzz

Top Comments
Generous Generous
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limit your amazon dependency , if they are not willing to provide service to you .. why to force / beg ?

its your money / you are the owner / king . 

Benevolent Benevolent
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don't order fashion items from amazon and Flipkart

Hunk Hunk
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You are doomed , something fishy. I would have blocked your account if I were Amazon support.
..

No genuine customer have these many returns. Personally I have 1 in 20 return that too in shopping orders only excluding recharge and all.

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Generous Generous
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limit your amazon dependency , if they are not willing to provide service to you .. why to force / beg ?

its your money / you are the owner / king . 

Deal Subedar Deal Subedar
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Reply back with order screenshots. And don't order anything which is returnable fir few months. Nowadays ecommerce platform are doing this regularly to even old customers. They don't think that it's there mistakes. Always it's user.

Deal Subedar Deal Subedar
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you dont need to do anything for now. this is just warning. but if you do it again for high value item then boom your account will closed. this is like a flag in the account and wont go away. next time dont buy high value items or dont return high value items.

each return you or anyone do is a loss for amazon no matter whose mistake it is.

or take a unboxing vieo infront of delivery person then they wont be able to close the account. other than this u can do nothing

shop outside maybe


as uncle ben said with great discount comes great risk

9933039sGSFhO


Deal Subedar Deal Subedar
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Thanks. For how long should I take these precautions or is it forever?


Can I continue to buy non-returnable items in this account?


Or should I start using my wife's account (created but only 2-3 orders in a year average) for anything and everything I buy from amazon? I will need to buy Amazon prime membership for that account. Then I will use this account on fire tv sticks etc.


Can I add my credit cards to her account? I removed all of them from my account today. Or same credit cards will flag that account?

View 8 more replies
Deal Subedar Deal Subedar
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Nothing to worry, it's an system generated email, reply back with all details/concerns and you will get a cool reply from Account Specialist (Human / Agent).

Deal Cadet Deal Cadet
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Its not system generated and if the team is satisfied with response with proofs they will remove this strike from account 

Benevolent Benevolent
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don't order fashion items from amazon and Flipkart

Deal Lieutenant Deal Lieutenant
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Amazon user's be like:

image

Deal Newbie Deal Newbie
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Two ways:

1. Stop using this account & create another one.

2. Delete this account & create another one.

Deal Newbie Deal Newbie
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Have not gone through your complete post, yet.
(Too much information, half of which their TRMS does not even consider.)

I did glance at the e-mail though.
Instead of adding images here, request you to either check the complete header for the 'reply to' address or click/tap on 'reply' for the e-mail received.

If the 'reply to' e-mail address has some 'alpha-numeric' code, JUST BEFORE THE "@" symbol, then the e-mail might have been manually sent by a human.

Otherwise it is an automated e-mail triggered by TRMS https://amazon.jobs/en-gb/teams/transaction-risk-management-systems.

In which case, it is 𝐇𝐈𝐆𝐇𝐋𝐘 𝐈𝐌𝐏𝐎𝐑𝐓𝐀𝐍𝐓 that YOU reply to that e-mail address.
Mostly it will be [email protected] which one writes back to.

This step gives an opportunity for the human to override the automated Transaction Risk Management System, if needed.

Or at-least put everything in neutral, by disengaging the automated triggers.

For your records and personal satisfaction, you can pour IN into those e-mails with EVERYTHING you told us above and in-fact go as far as piecemeal citations.

Let them know, order N1.. return requested on so and so date for so and so reason and evidence/s (in form of previous e-mail, images sent and so on),
Order N2 return requested on so and so date for so and so reason..
Order N3 return requested on so and so date for so and so reason..


Basically it is a hit and miss.
Those closing the e-mails sent to OFM teams too... many times rush through hundreds of contacts in 9 hour shift, including multiple breaks.

Others sometimes do read and check the orders too.
Temporary whitelisting can always be done by them and they mostly do it too.

But generally, https://amazon.jobs/en-gb/teams/transaction-risk-management-systems picks up total quantum of "concessions" (especially as a ratio to gross sales) and also the nature of the "concessions".

Even a paisa of concession issued on a returnless item/ non returnable item.. is a ❌double loss❌ in the eyes of the TRMS.

But like you mentioned, most of your exchanges, replacements, ROR (refund on return) were for categories like fashion, accessories..
.. the same can be (and should be) highlighted to the human part of the TRMS.

So please do note and BCC e-mails to [email protected], [email protected], [email protected] (quantity limits analysis team sometimes checks if offer being abused from multiple accounts. Say something has quantity limit of 5 per Cx and Cx creates multiple accounts to order), [email protected], [email protected] as also [email protected] and baa-customer-appeal ([email protected]/ [email protected]/[email protected])

For now, you do not have much to worry.🙂

If after speaking to customer care, you 'regularly' stop getting the survey links (for giving agent's feedback),
then it might be a stage where the TRMS/ CAP [email protected] Concession Abuse Prevention have a pop-up ⚠️alert⚠️ for the CSA (Customer Service Associate) and thus no HMD (Howz My Drive) survey links coming through.

If CAP/TRMS put the account under that surveillance, then the CSA are shown the notice☟
⚠️Concessions abuse detected! HMD will be automatically suppressed.
Use caution and only issue concessions as recommended in your KC resources.
Learn more about 🔗Abuse Prevention Policy.🔗⚠️

If account is at 👆🏼THIS👆🏼 stage, then it takes multiple clean orders, for this alert to go away. (Clean orders = No replacements, exchange, return and no Goodwill GC/ token of apology, no free extension of Amazon Prime for missed GDD.)

₋/|\₋Please🙏🏼 write back to that e-mail address ₋/|\₋please🙏🏼 relax: this is nothing that bad.


Account as old as yours/ account from August 2013, with cumulative 450-500 orders and 'thousands' in concessions have been reinstated despite multiple ☟such☟ e-mails.
(closed/ suspended accounts have been reopened/ reinstated even though previous agents sent ☟this☟

Hello,

After a review by an account specialist, we have decided not to reinstate your account.

We are unable to provide further information on this situation. Further correspondence about the closure of your account may not be answered.

The closure of this account is a permanent action. Any new accounts you open will be closed as well.

Sincerely,
Account Specialist
Amazon.in


Deal Subedar Deal Subedar
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Thank you for this valuable post. 

I just now got an email "XXX, regarding your recent order at Amazon.in" for feedback, so it's not that bad I guess. smile

Anyway, I will reply to email with some more details. Unfortunately, for older orders, I deleted pictures after I got refund considering it's over but still have some pics of orders (wrong products delivered) in Onedrive.

Thanks again.

View 2 more replies
Trailblazer Trailblazer
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dont buy rayban r any other sunglasses from online most of them r first copy 

Hunk Hunk
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You are doomed , something fishy. I would have blocked your account if I were Amazon support.
..

No genuine customer have these many returns. Personally I have 1 in 20 return that too in shopping orders only excluding recharge and all.

Helpful Helpful
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Create a new account on amazon and split orders and returns. 

Pro DealBaba Pro DealBaba
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Say to amazonScreenshot2024-03-09-18-57-18-705-editcom.android.chrome
Generous Generous
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Do whatever they ask to do , in the end if u not satisfied fo to consumer court . . why act like silly shy girls

Comrade Comrade
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dont worry u can create n number of accounts with same number and different email....but for people with apay card its bit tricky as it is associated with a specific account......u can order a item from differnt amazon id if u are cerain that u may have to return it as u can analyse what u have returned......if it will be banned then the secondary account ony...dont take risk with primary account....since u have apay card.....

and diversify ur order using flipkart,jiomart and tataneu...if there is no much price differnce for same item...these days for grocery...flipkart is much cheaper and better than amazon.....atleast in my observation....

Deal Subedar Deal Subedar
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Is it safe to use my SBI cashback card on my other account that I previously saved and used (but now removed) on my primary account?

Helpful Helpful
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i purchased a rayban few months back and although prices were tempting online,i went offine and purchased it. nothing is more expensive than peace of mind 😀

Deal Lieutenant Deal Lieutenant
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My flipkart account is blocked.. having return items like 4 or 5 in couple of months... but the problem is 8k gift Voucher is added in account just few months back.. what are my options ? I have asked for refund of that giftcard.. but no use.. they are not talking about it in reply...

Deal Cadet Deal Cadet
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Try [email protected], [email protected], [email protected] and ask them that you really 'need' to speak with their L4 (level 4) person (like a group manager..or at-least the team manager).

Do keep showing them that you are really distressed and the urgency for them to loop the backend team.IN into this matter.

Although they never draft proper summary e-mails, do keep asking for it in every call.
Also keep asking for the Incident ID under which they are updating.
Do cross check later with other agents as to the annotations made till then (by previous people) in each of the Incident IDs.

Although the escalation team too is not of much direct use, there is hope of the issue being highlighted to the right team at-least.. if a sensible and 'well aware of internal processes' L4 agent or manager handles such cases.

Can also opt to send a notice (snail mail) by post https://www.flipkart.com/pages/grievance-redressal-mechanism.

Sharing all this in good faith ONLY, as we are unaware of what exactly is your accounts history and if all purchases were genuinely for self use/ non commercial type purchases.
Previously [email protected] did not bounce, but i think now that mischief-monger is thankfully out.
So can replace the word 'sachin' with the first word of whoever is the acting CEO or add other such e-mail addresses.

We never trust this shady business enough, thus even when their own escalations requested us to activate the then Flipkart Plus, we never did.. although it was all thanks to the 14-16 orders my cousin placed.
So in that sense, it is just sad to see that people actually trust them with thousands in unused balances.

The kind if escalations people they had 7-8 years back, the blocked accounts were reinstated in under 30 minutes after the call, for those cases where someone flagged it for obnoxiously stupid reasons with following their SOPs.

Hope this happens for you too.
Helpful Helpful
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create new amazon account on a fresh device and ignore the existing account for 2 years.

Deal Lieutenant Deal Lieutenant
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I too recd one such warning. Still faced trouble with LED order. Neo radar bulb recd faulty.

Deal Cadet Deal Cadet
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Create a new amazon account. And split the orders(and hence the returns). 

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