Buyer's order cancelled but no refund received?
The buyer asked to cancel the order then we agreed but after cancelling the order we received negative feedback, the buyer said that he didn't receive the refund, we made an explanation that the refund is taken care of by Amazon but it didn't work, we can't remove it, can you help me?
10 replies
Seller_ZJhFeE3tNKzfh
There isn't even a refund. Customer wouldn't have actually been debited the amount until the order is marked as shipped. As that never happened, the customer was never charged so there is no refund.
Amazon unfortunately won't remove the feedback as it doesn't meet their strict removal criteria. You could explain to the customer that there was no refund, and state if they are happy with the resolution to their issue, would the consider reviewing their feedback.
Your only other option is to leave factual, polite feedback explaining what happened.
Seller_ZVAz3d5lZuGid
As said above, if you never sent the item and confirmed shipment, your customer will not have been charged. The amount is 'on hold' until you confirm shipment, and only then is the customer charged. There would have been nothing to refund - the problem is, most customers assume that they have paid for the goods when they place the order, but they haven't.
