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Order Problems - No Customer Reply

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I sell a couple of items that, in order to use them, must be the same type. I have customers making mis-matched orders all the time. I always send them an message through Amazon’s messaging service but I NEVER get a reply and end up shipping items that will not work together. I will continue to send this message in the hopes that if I ever get a compliant I can point Seller Support to the documentation that I tried to prevent this problem.

I contacted Seller Support to ask how to handle this….and of course they failed. “have the customer call Amazon Customer Service…” Now what part of “the customer will not answer” does Seller Support not understand.

What do I do here? Continue to ship these messed up orders on time

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Trying to prevent the problem is not good enough to make Amazon happy. You need to fix the problem or remove your listing until you can find a solution. Your continuing to let the problem happen is a problem to Amazon. When selling on Amazon, we need to remember that these are Amazons customers, not our customers.

If you could share some of the ASINs involved, Someone out here may be able to offer a suggestion to what you can do differently to help solve the problem. Amazon is not going to put up with many complaints from customers if you continue to let it happen.

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You will have to ship and then deal with return requests. The alternative is pre-fulfillment cancellations which will impact you more than refunds.

You seem to have done this already – what is the outcome?

Personally, I’d look at bundling the listings, or removing the lower selling conflict item.

For example, If A needs B – sell A and B together.

If A doesn’t work with C, and C is occasionally bought instead of B when buying A, stop trying to sell C.

If it’s that much of a headache, eliminate the item that’s lowest profit and greatest issue – customers are not going to reply to amazon messages more than 50% of the time.

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