Amazon hasn't notified me about an order
Someone has emailed me saying that they have ordered a product from me via Amazon, and have been charged twice, but haven’t received the product. I have not been notified by Amazon of any order from this person.
I’m new here and would appreciate advice on how to sort this out - I need the order information so I can fulfil the order, and I need to receive one of the payments, and I need to know how to refund the duplicate payment to the customer.
Help!!
29 replies
Seller_77IcbQKVGdZo0
Does the order show in your Manage Orders section? Ensure you change your filters to show orders over 7 days as otherwise you may not see older orders.
Did the customer give you an order number, if so have you checked this is one of your order numbers?
It maybe that you missed an order, it maybe that the customer has messaged the wrong person or it maybe they are trying to trick you into sending them a free item.
If the order does not appear in your manage order section and the customer can’t give you an order number just politely reply back to them that you have no order from them.
If the customer has been charged twice and only placed one order you need to refer them to Amazon Customer Services as they deal with all payment issues not you.
Seller_jjNhSh8Z9oLeF
Thank you. This is the first sale I have made since joining as a seller. The customer HAS provided an order number, but the order doesn’t show anywhere in my Manage Orders section.
She has contacted me via my personal website and not via Amazon and I have no reason to think that it might be a scam.
Is there any way I can raise an issue so that Amazon can investigate?
Seller_3sA3mMDSBeAxr
I would also be very wary of involving Amazon too early on, if you tell them that a customer has contacted you outside Amazon they could take it that you are communicating with them too off the platform and that isn’t permitted, it should always be through buyer/seller communications.
If you have changed the filters on ‘Manage Orders’ and have used the ID they have given you, and still cannot locate the order then as ’ [Smiley_Guy]’ stated, politely email them back stating the order ID is incorrect and you have no details for them.
Seller_4MlYJvoHfdkDh
If they truly are claiming they have placed an order, ask them to open a return request.
Seller_jjNhSh8Z9oLeF
Thank you all for your advice. There’s definitely no order but she is claiming to have an order number. It doesn’t feel like a scam, but I guess that that is the best sort of scam.
Looks like I will have to ask her to cancel the order with Amazon and request a refund from them.
Seller_rQvQ81c4j1EhT
Ask her to contact you through amazon, in the meantime just ignore and move along
Seller_jPqj6QyLb56ke
Hi you need to tell the customer that they need to contact you through the order they made on amazon. If they do that when you open the message you will see the order number on the right hand side, click on that and it will take you directly to the order, if they didnt make an order from you that order number wont be there. I sometimes have customers buy from another seller that is on the same listing then contact me because they think they purchased it from me. It does sound like a scam especially if they are contacting you outside of amazon.
Seller_B3pYlmAHJFefl
You could ask what the item is and the price.then you would know if it’s something you stock.
still sounds like a scam to me,I have been on here 8 years and had a few similar scammers try to get free stuff.
Seller_y7wlA8Npjq1Or
There is no order, she is either a scammer or shouldn’t be allowed sharp objects never mind anywhere near tech.
Seller_RcApN52L8C1ZV
We had this a couple of weeks ago. The customer had actually purchased from us but it was something they had purchased alongside the order from us that hadn’t arrived. They assumed because it was in the same basket that product was also from us so when our order arrived they were going ballistic that this other item hadn’t arrived. It took around 6 emails for them to actually realise the order they were talking about was from someone else.
Personally on that experience I would ask the following, forwarded by saying that there is no order with that order number in our orders either outstanding or shipped but I would like to help you blah, blah.
What did you order, did you order anything alongside that order (in the same basket), most importantly I guess is a screenshot from there phone/computer of the order in their Amazon account. That should clear it up and presuming as I suspect it is nothing to do with you make it clear, tell them to contact Amazon and move on. Hope that helps
