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Contacting an Amazon Business Customer
Hi - Looking for a way round or advice - I shipped an Amazon Business customer a filing cabinet. On the order page the phone number is removed and the contact (message/email) part is changed to Amazon Business EU and the Buyer: SARL. Customer messaged me to state the filing cabinet has been delivered damaged and has photos if I want them. I can't reply and the messaging link simply goes to an Amazon help page. How can I contact the customer to say -1. Please send me the photos so I can claim from the carrier 2. I have arranged for collection of the damaged item, please have it ready for collection and 3. Im sending you a replacement. - I contacted Seller Support who are as useless as usual telling me I can't contact the customer in any way and they will not either (I have the it in writing). Any advice!!
5 replies
Seller_19xPhE8YgkmxW
Hello Indigo_Ink_Home_Offi,
If you've had a message from the customer via Amazon I think this will be in your Messages: All.
If you click on the message, at the bottom of the page there should be a field into which you can enter your response.
If that doesn't work, at the top of that page there should be the buyer's name with a little Envelope - if you click on that it should give you the buyer's Amazon email address, which you can paste into your email messaging service to send to the customer
I hope that helps
Brian
Seller_76AUwmqvSyRIM
"On the order page the phone number is removed and the contact (message/email) part is changed to Amazon Business EU and the Buyer: SARL."
It hasn't been changed, this is the way Amazon handle this type of purchase. Probably a non-UK customer.
Amazon are your customer, not the person that contacted you.
I would never choose to recommend this but contact Seller Support for assistance. You never know, something may come of it.
Seller_IQo80d99W2DzP
If they have emailed, then reply to that email and give them a link to Amazon where it shows yoiur phone number, as they may then call you.
You can say in the email that you want a photo and to arrange a return.
Otherwise, you have the postal address and can send all information.
Lots of Business Buyers now show Amazon as the Seller and says sourced from ... (Sellers name). However, the Buyer can still email you and you can reply to them.
It is best to refund when received back, and then ask then Buyer to reorder. Otherwise, they may claim from Amazon and you have replaced. Only replace if Amazon CS have emailed you to say to replace.
Seller_ZJhFeE3tNKzfh
if it’s one of the orders showing Amazon Business EU SARL as the customer, then I believe the page here and the details apply.
You can’t contact the customer except for product details (which I think is just questions about the product prior to purchase)
You also can’t refund, as both messages and the above are supposed to be handled by the mighty Amazon customer services.
Reading the page above, the customer is supposed to open a return request, which Amazon approve and you confirm receipt at which point Amazon refund.
Anything outside of that scenario, won’t fit into amazons system so you aren’t likely to get any luck with it.
Seller_IZMia0ASJ6cAm
When you are looking at your "Orders" tab.
Can you download the invoice?
Is there more details about the purchaser on the invoice?
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