Amazon is changing its complaint process for returns and will pay customers up to $1,000 for products sold by third-party sellers that caused damage or personal injury.
Amazon announced Tuesday that it would handle customer satisfaction and pursue companies if they are unable or unwilling to pay valid claims. Amazon announced that the changes will take effect for all products on its website starting September 1.
This is how it works: Customers can contact Amazon customer service to report the problem. Amazon will respond if the seller does not respond. If that happens, it will address the customer’s immediate concern, pay the cost, and then pursue the seller separately. Amazon may offer to pay $1,000 to resolve the issue if the seller refuses to
Amazon’s new A-to-Z Guarantee said that “this streamlined process will save both time and money for both customers and sellers.” This is a significant change from the current system of having customers contact sellers directly to resolve problems.
Amazon has been a hotbed of controversy in recent years with the sale of many products. Hoverboards, carbon monoxide detectors, and defective dog collars that Amazon sells have all caused problems. That has sparked a lawsuit, called “Oberdorf v. Amazon,” that questions if the company can be held liable for damages caused by goods sold by third parties.
Amazon (AMZN) said it’s not a seller, rather just a marketplace for other sellers.
According to Amazon’s terms of service, “If you buy any of these products or services, you are buying directly from the third parties and not from Amazon.” Amazon does not accept any responsibility for any actions, products, or content of any third parties.