I’ve been selling miscellaneous books on Amazon.com for years, and in the last three months three people have filed requests for refunds or sent messages claiming that their items never arrived. That’s a big problem because the cheapest way to ship books and similar items is through the Postal Service’s Media Mail. Big sites, like eBay, solve this problem by letting buyers rate sellers and sellers rate buyers, but Amazon only lets buyers rate sellers—sellers can’t rate buyers. Sellers have to ship the item and hope for the best, which worked fine until recently, or add a confirmation number, which increases costs to the point that selling books isn’t really worth it for me.
Someone claiming one item didn’t show up could be chalked up to USPS, or bad luck, or whatever. Two could be a coincidence. Three makes me think of enemy action: buyers heave learned to game Amazon’s system.* Looking around the Internet makes it apparent that problems like mine aren’t so unusual bad stories are more common than I would have imagined before I had this problem.
Looking back at the problems I’ve had shows that the buyers are systematically weird. In one case, the name of the person contacting me for a refund didn’t match the name of the person to whom the book was shipped (in most cases, Amazon encourages or requires buyers to contact the seller before filing a refund claim). Another message said, “Recipient has not received the item,” which is curious: most people would say, “I haven’t receive the book.” “Recipient has not received the item” is generic enough to be a bot. The third person has a U.S. address but doesn’t actually appear to live in the United States.
The only conclusion I can draw are that medium-priced items (in the $10 – $30 range) probably aren’t worth selling on Amazon: they’re expensive enough that adding a confirmation number makes them uneconomical, but not so expensive that a confirmation number is a necessity and a small percentage of the price.
Amazon could reduce this problem by providing symmetrical buyer / seller feedback. But Amazon presumably doesn’t want sellers to cancel orders to unproven buyers, and it’s still possible to game feedback systems (as eBay users have discovered). Nonetheless, I sent Amazon a couple of e-mails about the issue, and someone at Amazon did reply to eventually say, “I would also like to let you know that we do have a team that checks on the buyer’s account for any fraudulent activity and take the necessary action on them.” Still, buyers could file claims only on the occasional item. I’m happier knowing that someone at Amazon is at least thinking about the problem. Amazon, however, is a notoriously data-driven company, and I can’t see them taking action unless sellers stop selling on Amazon.
I’m tempted, in the name of science, to buy a moderately expensive item and then claim it never showed up, or showed up damaged, to see if Amazon will refund the money, and, if so, how many times I could do this before Amazon boots me. But I won’t for obvious reasons.
* This is of course a reference to Goldfinger’s rules about coincidence. I should also point out that the items shipped all had normal return addresses; none of them came back to me.