Amazon email for too many returns

[Josieb1]

I know this isn't related to reading and apologies but I didn't know where else to ask. Has anyone on here had any experience of getting emails from Amazon about too many returns? We've had two now, a year apart. We do have prime so order a lot but I don't think we return too much, and it's usually cases (I.e tablet/ereader) that don't fit properly, it's never ebooks, or DVDS or CDs/books etc. The one last year I could understand as I'd sent back a paperwhite and a Fire HD but today's just doesn't make any sense.

I was waiting for a new Voyage to be released but I can't order if Amazon is playing these games so I've bought a Kobo Glo HD today. It's impossible to get any answers from Amazon so I'm just fed up and annoyed, and a bit baffled tbh

[susan_cassidy]

Can't you talk to customer support about it?

[Josieb1]

Originally Posted by susan_cassidy

Can't you talk to customer support about it?

No, the email comes from 'an account specialist' and we can't talk to them. Normal customer support won't discuss the emails. I've emailed them asking for an explanation but it's like asking the wind for one. I just won't buy from them anymore. I just don't want hubby to lose the account (we share one) as his ebooks come from Amazon. Mine don't.

[pidgeon92]

Are you sure the emails are legitimate? I get a lot of phishing emails that look awfully authentic.

[Cinisajoy]

How many returns do you do?
What is the address on the email header?
That sounds like phishing.
Or what exactly does the email say?

[Branch Delay]

I've never heard of that happening with two returns, but yes, they will absolutely e-mail you if you return a few high ticket items. Apparently if you keep doing it after the warning e-mail you can get banned.

That mostly occurs to fatwallet members who abuse the heck out of Amazon's generous return system.

Nevertheless, you should be able to call them and ask about the policy.

[barryem]

I don't return much but it's about 2 books a year. I probably buy about 100 books a year. I've also returned other things from time to time. I buy nearly everything from Amazon since I don't have a car and I live in a rural area and I've always felt free to return things if they didn't work out for me.

Amazon has not only been real good about this they've even encouraged it. When I call and say something isn't what I expected they usually offer to let me return it. In fact that happens a lot more often than I actually do return things.

I can't really imagine them saying you have too many returns with 2 in 2 years. If they did it's probably some sort of error. Most likely it's a scam from another source made to look like it's from Amazon.

My suggestion is talk to them on the phone. Like most companies Amazon gives perfunctory support via email. Call them, talk to some one, make sure they understand what's going on and then see what happens.

Barry

[issybird]

The OP didn't say she's done two returns; she said she's got two emails from Amazon about the number of returns.

[SteveEisenberg]

I just returned two Warehouse Deal GPS's, in a row, because both of them were not the ordered items -- both being cheaper models. Number three was the charm.

I'm sure this was a statistically unlikely coincidence.

It may be that there are criminals out there who are defrauding Amazon by return-process shenanigans. And it may be that there are more criminals committing merchandise-exchange fraud than than there are honest people experiencing two-in-a-row shipping errors.

No email yet. But I think that Amazon is allowed to send me emails. They are even allowed to say that they don't want my wife and I as customers. So long as it is based on their actual business experience (rather than, say, my race, or religion, or political views), I can't see what would be wrong about that. Given Amazon's low profit margin, there may be a limit to how many returns they can afford to accept.

I judge a company by how their treat their employees -- especially their lower paid employees. I also judge book sellers on freedom to read issues. How they treat unprofitable customers seems to me morally neutral and their business. I realize that others here look at it differently

[Josieb1]

Yes it is a valid email. It's impossible to talk to Amazon about it. I got a standard reply to my first email, which told me nothing. I've emailed again but I don't expect an answer.

It can't be value of returns it must only be the number as I've spent far more this year than I've returned. Luckily I use Alf so our ebook collection is safe if the account was ever closed. It is a worry as the tone of the letter is quite threatening IMO. I've googled around and found lots of posts about it but no one knows what's Amazon criteria is and all agree once your targeted there's no much you can do other than not return anything which means only buying things you are sure won't need to go back.

Also faulty returns (for example I had a Kipling handbag earlier this year with a sown up zip that went back) count against you, just like any other return.

Edited to say I've had two letters, a year apart. The first one could have been for the PW and the Fire within a short period, but both the Fires I had this year I've kept, so this years cannot be high ticket items.

[Josieb1]

I bought my Voyage last year from Argos because I was scared to buy it from Amazon and I won't consider upgrading it. I'm not buying anymore ereaders and kindle Fires from Amazon, I can't afford to tie myself in with them any more than I already am, I'm sticking with Kobo now my ereader.

Obviously I'll use the items I have just limit any ordering and maybe leave Prime unless we start watching the TV, (we have two Fire Sticks as well, luckily both were bought cheaply) but it's quite scary as Amazon have so much power and at the end of the day they are faceless. You just can't talk to them.

[bookaho!ic]

why dont you go on and 'chat' to them online they will be able to help hun

[Josieb1]

Originally Posted by bookaho!ic

why dont you go on and 'chat' to them online they will be able to help hun

You can't because the 'account specialists' are a different team. All you can do is pass a message on. Everything has to be done by email. You don't even have a name of anyone, not even a first name like with customer service emails.

[Dr. Drib]

Here are two simple questions:

How many returns did you make this year [2015]?
How many returns did you make last year [2014]?

Once we get an answer to these questions, then we can contribute meaningful and knowledgeable OPINIONS regarding this issue.

[disconnected]

Originally Posted by SteveEisenberg

But I think that Amazon is allowed to send me emails. They are even allowed to say that they don't want my wife and I as customers. So long as it is based on their actual business experience (rather than, say, my race, or religion, or political views), I can't see what would be wrong about that.

One problem with that is if they won't discuss it with you, you'll never know what it was based on.

It could be a mistake, or a computer glitch, a case of identity theft or account mix-up -- almost anything in a company of that size.

It could be that something you buy regularly has had some quality issues lately, causing a high return rate not correctly accounted for in their computer systems.

It could be that they've determined that people in your part of town or your income level or ethnicity or buying habits or return rate or some unknowable combination of them are not as profitable to them as they'd like. If whatever algorithm they use is complex enough it might not be obvious what was the deciding factor.

I don't return many things, ebooks or physical items, even if they're not quite what was advertised, partly out of laziness but also partly because I wonder if they'll think I'm doing too many returns.

I think it would be awful to get a letter and not know why. I know if I got a letter like Josie did I'd be a nervous wreck, wondering what had happened and having Amazon refuse to discuss it.