Customer reaches out even though they bought on FBA (after 30-days) asking for return/refund
What does anyone do in this scenario when the customer refuses to talk to amazon support after 30 days and instead contacts you for a refund? I know they'll leave a negative review if we don't help — has anyone faced this abusive buyer and what's the best way to handle it?
Customer reaches out even though they bought on FBA (after 30-days) asking for return/refund
What does anyone do in this scenario when the customer refuses to talk to amazon support after 30 days and instead contacts you for a refund? I know they'll leave a negative review if we don't help — has anyone faced this abusive buyer and what's the best way to handle it?
10 replies
Seller_nRFmxiQg4EGrw
Just respond that the order was fulfilled by Amazon, and to contact them directly (there's a number, but I don't have it handy).
If they keep coming to you, just do the same thing every time. Don't even change the wording, unless they ask a specific question.
Many times buyers will bypass Amazon because they have returned too many items already, and know that they are in danger of not being able to get any refunds (or may already be past that point). Going directly to the seller keeps them off Amazon's radar.
SEAmod
Hi @Seller_P1lJTrnvdK1ac
Please follow the advice left by @Seller_nRFmxiQg4EGrw. Sellers have posted recently commenting on just the scenario you are dealing with here. Customers must deal with Amazon regarding payments and refunds for orders. It would be a violation under the terms of the agreement for selling on Amazon for you to engage directly with this buyer. Good luck.
Seller_y7K2usRrDUAe8
Do not refund.
Kindly ask them to reach out via. Amazon customer support because your store is FBA and you do not handle refunds/returns directly. Keep it short, straight, and to the point.
If they continue to reach out, mark it as no response needed. And if they leave abusive feedback/reviews, it's time to report them.
Seller_89vsN1oUfBKSd
I recently dealt with this same scenario, and I referred them to Amazon customer support. They did leave a negative review, but Amazon struck it through as it was FBA, not FBM, so it didn't negatively impact my rating. So you're good!
Seller_onPcoMV1HBgAA
First of all, they will probably leave negative feedback no matter what. All you can do is ask Amazon to remove, and they will probably cross it out and say that they are responsible because they provided the service. and/or, you can leave a "reply" stating facts that it was over 30 days, and they refused to work with FBA/Prime, and that you have no ability to help them.
HOWEVER, when you reply as per the great advice by Picks_by_Nisha, also tell them that since this is over 30 days, the return window is closed and you are not able to accept any returns. No reason, no nothing. Then give them (As per Google: Visit the Amazon Customer Service site to find answers to common problems, use online chat, or call customer service phone number at 1-888-280-4331). Be polite. Be professional. Don't be scared - what will be will be. There are always bad customers. Tell them that since this was a Prime Purchase, only Amazon can provide customer service, but that since it is past 30 days, the return window is closed.
Good luck!
