Order Information Provided by Amazon Incorrect?
I’ve often turned to the forums for help, but this is my first time posting.
I’ve received communication from a seller saying that they have received the wrong colour item compared to what they ordered. I have checked the order history and we have sent the correct colour as per the order information, but they are adamant that they ordered a different colour.
I have advised the customer that as an FBM seller, we are required to dispatch what is stated on the order information and if she is certain the information we have been provided with in relation to colour is incorrect, she should take this up with Amazonas we have no control over their ordering system.
The customer has done this, but Amazon has told her it is our issue and we must resolve it directly with her.
Has anyone experienced anything like this before? If so, can you provide me with some advice on how to handle this one?
Many thanks.
3 replies
Seller_DTufFoxJuMU0M
I had this before where a customer was adamant we’d posted to the incorrect address and that they had selected another address at checkout.
I apologised, told them I had to send to the address that Amazon forwarded onto me and that if the system was forwarding incorrect information on they would need to report it to Amazon directly as I had no control over it.
They did ask me to send a replacement to the other address but I politely refused.
Seller_7VbclcPFFRTnc
Ask them to send a screenshot of the order on their side
They probably made a mistake
Seller_ZQyopdiwkUHOZ
It used to happen for us that people would contact us saying they had ordered a Large t-shirt or an XL and received a Small. The orders always said to us that it was a small they’d purchased and they always swore blind they’d ordered a larger size.
Eventually someone at Amazon told us it was a known issue with the purchase interface and to tell them to contact customer services.
The way I figured it was working was that as they were moving to the purchase page it was resetting to the highest variant in the list as a default option and the buyer wasn’t checking because why would they?
Was the colour on the order details the highest colour in the drop down list for the product page?
All you can really do is keep pointing them back to Amazon Customer Services or offer to exchange it.
