Duplicate orders - Customer says they did not make
A customer made 2 identical purchases several hours apart. I shipped both orders without noticing.
Now customer is saying they only placed 1 order and wants a free return label for the extra item. I have told them I had 2 orders, they are welcome to return the extra item, but return postage will be at their expense.
They are still insisting though they only placed 1 order - only 1 appears under their account. Yet when I view either of the orders I get a message saying I have had 2 orders from the customer with a link to show me both orders. I have sent them both order numbers so they can search under their account but they are still insisting that they only placed 1 order.
Not sure how to proceed. If customer is right then its a bad Amazon glitch. If customer is wrong then they need to pay for the return postage as it was their mistake.
35 replies
Seller_ejwc84JNL5Uk6
If you have two different order numbers, then its down to your customer not Amazon.
Seller_tRuvBEHDedp4q
Yes there are 2 different order numbers. On my end I can see both orders placed same day but about 8 hours apart - but customer is insisting when they look at order history in their account there is only 1 order. Very strange.
Seller_qHzcAWcsPVCfg
Best to sympathise with the buyer, rather than argue with them causing aggravation, so explain you are forced to dispatch all orders Amazon pass on to you.
Then suggest contacting Amazon for an explanation and possible credit for the cost of returning the item.
Seller_bhSWqoVh7Pn98
It is always happening
It is always the Buyers error though, most that love 1-click ordering and use their Phones to order. Ask them to check emails and junk emails. They can also phone Amazon and quote teh 2nd order number.
They have to know they have 2 order numbers, unless 2 Buyer names, so on 2 accounts, send each 1 of the 2 an email and it shows you full Buyers name and see if they respond to both emails
Apologise that Amazons system, suggest do not use 1-click shopping, so they can double check orders before paying
Inform they need to return 1 item for refund. Issue a pre-paid courier label, say will be deducted from order xxx and if that is not on their order screen, it will charge that person instead (they will know then if they can see both it is their cost)
The one that is not what they can see on their order screen may be a gift?
Seller_DTrNv5POp8UZl
I had exactly the same problem 1 order sat in pending for 5 days and the other processed but both orders were sent… the customer said he didnt order twice. I explained with date, times tracking numbers and that both orders were made separately but could return 1 their cost as it wasnt an error… I never heard from them again, perhaps realised they had done it twice but at the of the day you’ve not done anything wrong and if the buyer places an AZ then you can appeal with order details. I would ask them to request a return and you will issue a returns label (they pay postage) then leave it at that
Seller_58y2FhNkywdyp
if they are insisting they only made one order then tell them to keep the duplicate as a free gift/
if they can only see one order in their order history then theres no point refunding unless they send both back
Seller_AosJD54bRJJWc
I wouldn’t be surprised if it was a glitch. Yesterday evening I got 5 orders of an item. This morning we go to pick them, sold out. Look on my inventory and it’s showing 0. Click on the listing page and it’s showing 34 in stock! Only way I could resolve it was deleting the SKU from my inventory. Had to refund all 5 orders.
Seller_xUKHc5xSYJmI4
Maybe the Amazon account is shared by two people ie husband and wife? and they both ordered at separate times. In any event it only costs £0.83 large letter to return the item or keep it whether there is a system glitch or not. I have to admit the breath right nasal strips are very good.
Seller_BnqfOH5ahn4zV
Possible it’s a glitch in the system however we get this from time to time. There are a few customers that place two orders at a similar time hoping seller packs both consignments together with just one tracking number - Buyer then claims for order without tracking.
Seller_hMBZxXLE8ZIqI
I also have a few duplicate looking pending orders atm… so messaging everyone. 
