Amazon.com - Nobody Should Do Business With Amazon
SEATLE, WASHINGTON -- We were selling our products on Amazon for about a year. Then the Seller Performance Team (or Merchant Approval Department) emailed us that they suspended our selling privilege. They told us that they would consider reactivate our account if we submit a detailed business plan so that our defective order rate would meet 1% as the standard set out by Amazon. That means if we sell 100 products, only 1 is allowed to be returned. Anything more than that is unacceptable.
Due to the technical complexity of the products we sell (we sell point of sale hardware for retail stores), that standard is probably unattainable. 2 big reasons are responsible for that. One is the lack of pictures and description. On most items, there're only representative pictures so the customers do not know how the item they order look like. There are only conditions of the item such as "like new" or "very good", "used good", and "used acceptable" The description of the item are filled out by sellers, and extremely user unfriendly. It asks many technical details that are totally irrelevant.
The 2nd reason is Amazon follows the philosophy that "the customer is always right". They refunded the seller's money in a heartbeat without listening to the seller's side. They even refunded the money before buyer returns the item.
After doing business with Amazon for sometimes, I find that they only like to do business with other big businesses. The prices are about the same as if you order from other retailers. Good bargains are hard to find on Amazon. It's fine if Amazon just want to do business with certain merchants. I just wish they make it clear from the beginning what kind of expectations they have and give you enough warnings before they shut you out permanently.
As a customer, I would stay out of Amazon as much as possible. It's not because they are not customer friendly, but because the prices and selections are suck.