Customer called me
Hey Guys
I have just had a voicemail from a customer about a return. I had received the return today it was signed delivery, I refunded the customer right away on the return request.
On his voicemail he is stating he sent the item recorded and now wants a replacement.
My first question is how did he get my phone number?
My second question, I was under the impression you are not allowed to contact buyers out with amazon so do I respond via communication in amazon or call him back?
My finally question is do I just tell him that I have already refunded and its been processed by amazon so there is nothing I can do in regards to a replacement unless he would like to order another item when he receives his refund.
14 replies
Seller_KBqZjQq81n8S6
I’ve had customers google our business before and use our contact information off our website, could have gotten your number that way.
Apparently we are not allowed to call customers, but it ok for them to call us.
And as you have refunded the return as you should have, you are right to tell him that there is nothing you can do unless he places another order. I would send him a message via Amazon though so there is evidence of your communication.
Seller_CkBmKJ4ClQCbF
Thanks for the reply, I get that they might of googled and got the business number but this was my private mobile number very strange how they managed to get it as it isn’t public.
I have done as you said to make sure there is evidence on amazon.
Seller_CkBmKJ4ClQCbF
I’ve contacted seller support to see if they have an answer, as your right it might be posted somewhere on my profile that I cannot find.
Seller_DROodOAYHftnc
Definitely just respond via Amazon messaging, telling him you have received his return and have issued a refund.
What was the reason for return ? - if damaged or not as described then did he ask for a replacement or refund at the time ? If he wanted a replacement then I guess you should have just sent him one without issuing the refund.
If change of mind, then why would he want a replacement ?
Seller_CkBmKJ4ClQCbF
It was a damaged retail box. The product worked fine, maybe my fault not contacting to ask what they would prefer refund or replacement.
My main concern is the phone call amazon have responded to me and said he must of got it out with amazon. I have checked everywhere and i cannot fine my number on our website, Facebook or anywhere in google.
I’ve reopened the amazon seller support case and asked for it to be escalated further as I can’t just accept this.
Seller_KWxWl2JIOBKWB
I get 2-3 calls a week from customers asking about condition or such other of an item apparently our numbers are visible to buyers on our items
Seller_CkBmKJ4ClQCbF
Our customer service details have our customer service number. Which would be normal for customers to call us as it’s only our website, social media platforms etc.
The issue I have this was my private mobile number which I’ve only supplied to SC when signing up etc.
Seller support have said they will look into it, I supplied them the order ID and number etc as they requested.
Seller_ubkVSkDCpAwbe
[quote=“Cappy, post:1, topic:307684”]
how did he get my phone number?
Every Amazon Marketplace seller has a storefront. Go to any listing and click on the name of the seller. All of the Business Information is there, names addresses and phone numbers.
Seller_ubkVSkDCpAwbe
I would answer in the same way that they contacted you and make a record of the conversation as a seller to buyer message confirming what was said.
Seller_ubkVSkDCpAwbe
Invite him/her to re-order from you as it has already been refunded and you cannot reverse the refund
