@passedpawn (Passed_Pawn) posted a new topic, subject "Our Customer trolls us every day". It read:

   We have a customer who trolls us every single day.  
    He/she/it sends us a message with nearly the same question. The message looks like this:
    
    +Hello, where is my stuff? I asked %number_of_times% but have got no response. Can you upload a tracking number?+
    
    _number_of_times_ every day varies from “once” to “N-times”.
    
    The messages come in daily in the period between 12:33AM and 12:34AM which makes us think that it is automated. The first message always comes on the next day after the order is shipped. Example: the order is placed at 8:00PM, we usually ship it within an hour (we always ship lightning fast). Then the message comes on the next day at 12:33AM.
    
    We always respond politely to every message providing as much details as we can, but… it seems that… No one cares about our responses! Either the Customer does not read our responses or he/she/it simply doesn't know how to do so.
    
    Does it happen to anybody else here?

So @bunga_bunga (bunga bunga) replied

    Those are automated emails from a well known large seller. We don't even bother answering them anymore.
    
    bunga bunga!

To which @Living_In_a_Van (Living in a Van Down by the River) replied

    Mark no response needed.
    
    If you answered them once or twice there isn't much else that can be said if you've already answered their question(s).
    
    Be careful how many times you do this. There isn't a set number but if you use the Mark No Response Needed too much, it may trigger a violation on your part.

To which @rpgregory64 (rpgregory64) replied

    Hi, I would respond to first email and then I would mark no response needed - as previous post indicated amazon does what for “too many” no response needed but, if you have responded to each order first time buyer's email sent you will have documentation to respond should amazon react to number of “no response needed”. Lynne

After which, @rms (RMS) added

    Ship a brick. The messages will stop soon.

Then @cabinfeverbooks (CabinFeverBooks) said

    Its a Drop Shipper…
    
    Give them the Tracking Number
    
    And Tell them to contact their “Buyer” about when delivery occurred…Not You.
    
    They desperately need that tracking number to avoid refunding if you don't send the item.
    
    Do NOT Click “No Response Needed” AZ does not like that option on a tracking issue.

@To_Your_Health (To_Your_Health) replied

    It is a drop shipper sending you the messages. They are a customer of yours as much as anyone else is. Provide them the tracking number every time they ask for it. It should not be too inconvenient for you as you have 24 hours to get it to them. Personally, I love drop shippers. They are out there finding ways to sell our products to more people outside of Amazon. I look at them as being the least expensive employees that we have. They cost us nothing and bring us business. If providing them with the tracking number is the cost of them finding customers for us, its a price worth paying.

Then @Living_In_a_Van (Living in a Van Down by the River) said

    To_Your_Health:
    
    > It is a drop shipper sending you the messages. They are a customer of yours as much as anyone else is. Provide them the tracking number every time they ask for it. It should not be too inconvenient for you as you have 24 hours to get it to them. Personally, I love drop shippers. They are out there finding ways to sell our products to more people outside of Amazon. _I look at them as being the least expensive employees that we have._ _They cost us nothing and bring us business._ If providing them with the tracking number is the cost of them finding customers for us, its a price worth paying.
    
    Actually it's the other way around. They should love you. YOU are their least expensive employee.
    
    They place an order. You do all the work. You bear all the risks. If something goes wrong you will incur the losses given that all the have to do is pass the buck on to you.
    
    They simply collect whatever profit margin they set on your item. Must be nice.
    
    When you get a couple of return requests from them your love will vanish fast.

After which, @rms (RMS) added

    Living in a Van Down by the River:
    
    > …  
    >  When you get a couple of return requests from them your love will vanish fast.
    
    Which is why you ship a brick.

So @To_Your_Health (To_Your_Health) replied

    A sale is a sale. I have to do the same work if they buy it or a regular customer buys it. Returns happen whether it is from a drop shipper or any other customer. Personally, I like having more sales. If you don't, keep living in that van.

To which @Living_In_a_Van (Living in a Van Down by the River) replied

    To_Your_Health:
    
    > A sale is a sale. I have to do the same work if they buy it or a regular customer buys it. Returns happen whether it is from a drop shipper or any other customer. Personally, I like having more sales. If you don't, keep living in that van.
    
    Sure as a sale is a sale. What kind of sale is it?
    
    Unfortunately, you have no idea or control over how they offered the item, how it was described and pictured.
    
    What if the dropshipper over graded the product and buys from you because you have cheap prices.
    
    Once their buyer is upset, you do the extra customer service work that you would not have incurred because you would have described your item properly.
    
    You incur losses with returns especially with Amazon current return policies and the new one about to be implemented in October.
    
    I love sales too but not at any cost. I have rigorous processes for making sure items are properly graded and quality control for delivering exactly what customers expect.
    
    This has created a situation where I have a low rate of returns. I doubt dropshippers care given how they can easily shift things on to you.
    
    The end goal is to yield a profit.
    
    Maybe you have living in a van envy and would like to perhaps get one as well??

Then @rms (RMS) said

    Living in a Van Down by the River:
    
    > >…  
    > Unfortunately, you have no idea or control over how they offered the item, how it was described and pictured…
    
    This is the crux of the issue. I put invoices in packages unless the buyer specifically requests otherwise. Several times I have been contacted by the original customer who is trying to figure out why the invoice shows a lower price than what he paid. Such conversations usually reveal that a book that I listed as VG was sold to the customer as new or like new.
    
    I don't mind if a bookjacker finds a customer for my book. I do mind if he lies to that customer about the book, especially if I have to pay for a return.

After which, @To_Your_Health (To_Your_Health) added

    Van envy is the last thing I have. I'm an SUV guy as I like to have total control and a commanding view of the road. But that is a different discussion for another time. I figured out where your issue lies and mine does not. You sell all aspects of products from New to Used - Like Crap. We sell only brand new products. We do not have the issue of having to “Grade” our inventory and worry that a drop shipper has sold a used item as new. We ship our products in a sturdy box so when the customer gets it, it is exactly what they thought they were getting. We get next to no returns unless it is buyers remorse or something along those lines. We love drop shippers and they love us. They bring us sales from other venues that we would never have had on our own.

After which, @system (system) added

    


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