Hey all,
We're having something of a spate of refunds that are being made by Amazon without our permission, without a return request, and without any prior communication. In the case of conventional orders we SafeT claim these and often they are decided in our favour as being somewhat frivolous.
Alas, SafeT claims don't work for Invoice by Amazon customers and some of these refunds are outright nuts!
We had a £370 order refunded today, I spoke to Seller Support and they didn't have a record as to why this was so I reached out to the customer directly. She explained that she couldn't find one of the two items (it was a school and the package had been split before it reached her) but then since the order had valid tracking she located it in the school reception and phoned Amazon back to tell them it had been found.
Three days passed and she received a full refund (not just for the one cheaper product in the order that she couldn't find) so in an impressive show of honesty she contacted Amazon to let them know that she had been refunded in error and the exact response she received was 'don't worry about it, please keep the refund'.
So, in this instance we have a customer who placed an order, had valid tracking, it was delivered next day, she couldn't find one of the two items in the school but then located it, and against her direct insistence that she is charged she is told to keep the goods for free.
I've tried challenging these through Seller Support in the past and have ended up in the endless 'this is being escalated to a specialised team' loop.
Does anybody know the correct route for challenging these (or ideally stop this from happening altogether) please? As I say SafeT claims are out of the question due to the type of order (IBA) that it is, there is no return request to respond to and the customer didn't do an A-Z so I can't appeal that.
Obviously we factor a certain amount of 'loss' in to proceedings but these refunds has zero prior communication and are the result of someone in customer service being a little too trigger happy with refunding money that isn't theirs without any checks or balances.
Thanks in advance.
