Amazon Customer Service Demanding I send replacement???
Amazon Customer Service told customer a replacement would be sent out on an FBM item 2 hours after USPS shows the item was delivered now Customer is upset with me because I am asking them to follow the correct procedure and request replacement through the order history page. Why can Amazon Customer Service not follow their own rules??? I don't have Amazon money to just be replacing items without proof of no delivery, I purchase postage through Amazon so that I have protection and now their Customer Service is telling customers I will just send out a replacement and how will I file a claim...that is right I can't because I purchased the postage through Amazon and there won't be any tracking for the replacement or request. WHY CAN'T AMAZON JUST FOLLOW THEIR OWN RULES??????
6 replies
Seller_aWrza8YvWVgM1
Amazon customer service is only going to do one thing and that is delight the customer.
As you already did, instruct the customer to go through the return process. After that, you can mark their emails as no response needed. No return = no refund/replacement.
However, if you choose to go that route, you will leave yourself open to negative feedback.
Jameson_Amazon
Hi @Seller_153zO5dxxE6Xt,
Thank you for reaching out about this! I apologize for the frustration this situation has caused.
Please note that eligible Seller Fulfilled Prime and seller-fulfilled network buyers have the option to select a replacement for returns that are eligible under the Prepaid return label program should the original item arrive damaged, defective, or materially different.
To protect you from bad returns, you’ll be able to file for reimbursements in cases where the condition of the original product is used or damaged by the buyer, or materially different from what was sent to the buyer. For more information and guidelines, please ready through the reimbursement policy for prepaid return labels in the seller-fulfilled network.
Additionally, if the buyer fails to return the original item within 30 days of the replacement order being shipped, you may be eligible for an automatic reimbursement.
Please let me know if this helps clarify! And of course, if you have any additional questions.
All the best,
Jameson
