Cancelled order - but charged
Had a disquieting message from a customer this morning saying that although I had cancelled an order her account has been charged. She seems very genuine and the order was only cancelled yesterday so I have to take her message that her back account showing that £14 was charged to Amazon is pukkah.
I checked my end and
A) the order is showing definitely as cancelled
and
B) it doesn’t show up on my credits.
Any suggestions folks?
36 replies
Seller_EHYOwAkoZV3Hb
Tell the customer that only Amazon can deal with any payment enquiries and direct them to Amazon Customer Services.
Don’t get into any further discussion.
Seller_94VWxluF6zYyI
We had a similar issue about a year ago.
Rugsy’s advice is exactly what we did, plus we opened up a case with Seller Support asking for their advice.
We never heard anything more about it.
Seller_cJms0GbotqqtV
There is sometimes a delay between me cancelling a transaction and Amazon sending the message that confirms the cancellation. As others have said, payment issues are a matter for the customer to take up with Amazon.
Paul
Seller_YVx6UpjLVLBWF
Doesn’t it take 1-3 working days for refunds to process into bank accounts?
Seller_zWhFURNhcbesd
It can also be that the money are reserved by the bank and therefore she cannot see the money on her account. The money are still there at the bank but not available and it can take a few days for them to be returned as available.
I used to work for a booking company for airline tickets and this was a frequent problem.
Seller_EJIX7rqDNQJi2
I think that your buyer is seeing just a pending payment authorisation. There is no way how a cancelled order’s payment could have been processed. It can take 3-5 days until their funds are no longer held.
My buyers are also sometimes contacting me complaining about this. I always tell them to wait a few days.
Seller_Wqg5EgqxuOwDD
I’ve got a chargeback that’s being investigated by Amazon at the moment, and the reason given is “the buyer states that the order was cancelled.”
Beginning to wonder if there’s a problem with cancellations.
Seller_AhQJGf0tCpM25
OK, folks. Here’s a nice twist for you. Amazon’s response to my request for a check on the cancelled order of this morning. You will all recognise the automaton words but buried in there is an admittance that a cancelled order WAS charged.
Dear Seller,
Greetings from Amazon Seller Support.
My name is Kiran and I am glad to assist you today.
As per your email, I understand that your concern about the the Order ID: 204-3655902-5121117 wherein the buyer is telling that they have been charged for the cancelled Order.
Thank you for bringing your concern to us. We would be glad to assist you.
_Following your query, I’ve already escalated the concern to our customer service team and they’ll take required action. _
Please be informed that as the order has been cancelled but the buyer has been charged on the date of purchase.so I request you not to worry as the Cs team will refund the buyer.
Once the buyer contacts the CS team our CS team would provide the buyer with the Refund.
You can provide the following details to the customer for contacting our Customer Support Team:
Customer Support number: 0800 496 1081 and 0843 557 3372
Mon-Sat 7am-9pm (+44 207 084 7911 from overseas).
It was pleasure assisting you today however, If you require further assistance, I request you to kindly reopen the case by clicking on the link at the end of the email.
Seller_xUKHc5xSYJmI4
As the customer to contact Amazon customer service on 0800 279 7234.
Avoid playing ping pong with the customer.
