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How do II refund a Amazon Business EU SARL customer after a failed delivery
Any ideas? I sent with UPS and have the tracking. The item is being returned to us after 3 failed delivery attempts but there is no where to issue a refund with Amazon Business EU SARL customers. I can't email/message them either. TIA
10 replies
Seller_d8YGbIjNqwFxn
You can't. It is not possible to refund these type of orders.
It is also not possible to contact the customer either as Amazon handles the customer service.
I think all you can do is wait for the customer to contact Amazon to say they haven't received the order and it should get sorted out then. Although hopefully not via an A-Z.
Have you tried contacting Seller Support to see if they can push through a refund based on the tracking status?
Seller_ZJhFeE3tNKzfh
Yep - we had this the other week as well.
You cannot refund. The customer even contacted amazon and we then got a message to refund the customer. Customer was also stating as they are on invoice by amazon they can't get refunds (though I assume all that happens is they aren't actually invoiced for the order).
We had to raise cases with seller support to try to explain we can't refund - got told in response to simply refund, then how to claim for a lost DPD parcel.
Then had to literally bullet point the issue and tell them they need to speak to whichever hairbrained department implemented Invoice by Amazon.
Took about a week and a half - eventually - the order was refunded, whatever that actually means for an Invoice by Amazon customer.
Another great scheme from Amazon.
Seller_WaWsHSVxFsKqq
We've been on Invoice by Amazon for well over a year and although it has it's benefits, it is also riddled with issues. As you rightly said, you can't contact the customer or refund them, which is quite mind boggling.
There is a workaround regarding the refunds though(only when they contact you first, however). Just reply back requesting them to open a return, once they do you simply Confirm Receipt in 'manage your returns' and that's the refund processed.
As for as I can tell there is no workaround for contacting the customer though, which is very frustrating to say the least! The only option is to contact SS, which causes major delays(still waiting on a reply 10 days later) and by the time they eventually reply it's too late anyway!
Seller_0kjDoOPggKt1x
We have had the same issue and ended up with an A-Z which we appealed, but was upheld, we had also opened a case with SS which to date (2weeks on) we still get a copy paste email stating we are still looking into this.
Its insane. Neither do the buyers understand nor customer service that we CANNOT refund the order from our end.
Winston_Amazon
Hello @Seller_yAo12UfAg6lho,
Thanks for the thread, any further developments on this?
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