B2B IBA return orders
Hello,
I need help with return requests for B2B IBA orders.
Currently, I have 4 return requests for Invoice By Amazon orders, of which 2 have already been returned and a credit note has been issued. The other 2 have not been returned yet, but since these are IBA orders, I cannot contact the customer directly, only Amazon through Open Case.
1. How can we close the return request for the orders that have been returned and for which a credit note has been issued?
- there are only 2 buttons: Confirm receipt(already done) and Contact Amazon
2. How can I contact the customers to provide them with instructions for returning the products?
- contact in the order which leads to open the communication is Amazon (not final customer) and it directs me to Case log
Thank you.
9 replies
Ange_Amazon
Hi @Seller_SwdMXeLZ0ANud,
For 1. Are you saying that even though you confirmed the return, the return request is not closed?
For 2. I think you will need to open a case if you require further assistance. I believe the process is set up that way. Have you done it already?
Let me know.
Ange from Amazon
Seller_SwdMXeLZ0ANud
Hi Ange, yes, I opened case approx 2 weeks ago and I´m still getting replies: "thank you for your patience" , " we are working on it" , "we have transfered this issue to our internal team" ...
Seems like Amazon has put in place a process where not everyone knows what to do with it
Ange_Amazon
Hi @Seller_SwdMXeLZ0ANud,
Would you like to share the case number with me so that I can take a look?
Let me know.
Ange from Amazon
Ange_Amazon
Hi @Seller_SwdMXeLZ0ANud,
Thank you for the case numbers. I've reached out to my colleagues to see if they can help answer your questions.
I'll let you know once I hear back.
Ange from Amazon
Seller_SwdMXeLZ0ANud
Hi Ange,
do you have any update? It´s already 1,5 month that I´m waiting for Amazon to find a solution on HIS OWN process
Many thanks
Ange_Amazon
Hi @Seller_SwdMXeLZ0ANud,
I see that my colleagues wrote to you in case 10920893892. You can continue the conversation there.
I'll keep an eye on the case.
Ange from Amazon
Ange_Amazon
Hi @Seller_SwdMXeLZ0ANud,
I see that my colleague was able to address your issue in case 10920893892 . Do not hesitate if you have follow up questions for them on this.
Take care.
Ange from Amazon
