Amazon Customer Service and Refunds now our responsibility?
You cant make it up…
Just had a message through Amazon Customer Services telling me to contact the customer to supply them with a refund that Customer Services is responsible for !
Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: xxxxxxxxxxx
Item:
Reason for contact: Cancel Order
Details: The order has not yet dispatched and the customer cancelled the item but still did not receive the refund. Please contact the customer.
This customer cancelled the order on the day they placed the order(18th Jan) and we had the big orange box come up to cancel the order which we duly did.
The order is showing as cancelled and Amazon CS instead of dealing with the customers issue of not receiving the refund (which only Amazon has the ability to refund) decided to fob it off on us.
Now if this customer decides to leave negative feedback because they did not get their refund, Amazon will obviously say it cant be removed even though it was their bad support and inability to listen to what the customer was telling them.
How can CS even begin to think that we as sellers have the ability to refund the customer directly, and that same CS agent can easily see that the order HAS been cancelled and any refund issue is Amazon’s issue not ours.
4 replies
Seller_DROodOAYHftnc
If you did nor send the item, or ‘confirm despatch’ then the customer has not been charged anyway.
The customer’s card is only finally charged once you confirm despatch, so nothing to refund.
Simply message your customer and tell them that as the item was never sent because they requested to cancel, which you did, that they have not been charged.
Seller_B4VbHpnDLDLAU
We are getting loads of these types more than ever
such as “customer wants to return item please research the issue.” Rather than just tell customer to open return request or do it for them.
I have also had “customer can’t return item, please refund” errr that would be a no. (Got an a-z claim open for that one now)
I honestly think that even CS is run by bots now and it’s their go to if it’s merchant fulfilled just email them rather than solve the problem.
