Message via Customer services requesting cancellation on order already dispatched
Hi, can anyone advise the best way to respond to this message please:
Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: xxxxxxxxxxxxxxxxxxxxxxxx
Item:
Reason for contact: Returns & Refunds
Details: Customer want this to be cancelled and refunded via amazon gift card Thank you , please update the customer
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
[link removed]
We hope you’re able to work this out with this customer.
Sincerely,
Customer Service Department
The item in question was posted a couple of days ago (no tracking as low value) and I’m happy to accept a return on it but don’t have option to authorise a return as it’s not been requested by the customer. Also, if they do return and I refund wouldn’t the refund go straight back to the method they originally used to pay? I don’t think I’ve ever seen the option to refund to gift card. Thanks in advance 
18 replies
Seller_saK5Ah2SaNYjL
We get these all the time. Reply to the message as you usually would. As if you were replying to the customer.
I am sorry but this item has already been shipped so we are unable to cancel at this time. You are welcome to return the item once received, you just have to open a return request.
Seller_ws4PZEK3YTmos
I once had a customer contact me via amazon to say I had sent the wrong book, I asked them to return it and I would send the correct one - One I sent in error had same title and VERY similar covers . Customer NEVER returned book sent in error but Amazon refunded them from my account . Amazon are absolutely shocking , we little sellers are treat terribly and they rake the money in . Stick to your guns though , if an item has been dispatched then customer needs to return it BEFORE YOU REFUND - Good luck.
Seller_1qKTBDbgtHefM
The people customers speak to when they contact Amazon are effectively answer machines. They don’t look at the order details in any way, shape, or form. They simply pull up the order so they can send the seller a message.
I’ve had cancellation requests days and days after the item has been shipped with teh Amazon rep saying “The item hasn’t been shipped, please cancel”. Clearly they’ve not looked at any of the order details and just regurgitated what some customer has told them.
As per the suggestions here, you simply reply as you would if it was direct from the customer. “My sincerest apologies, the item has already been shipped but you are welcome to return to us on”… etc etc.
GL.
Seller_xUKHc5xSYJmI4
The customer will receive an email from Amazon once the seller has dispatched the order. The order cannot be changed. If the customer wants to return the order upon receipt then they need to follow the Amazon returns procedure by selecting the order they want to return.
Contacting the seller in the first instance would advisable to limit the number of unnecessary contact with Amazon customer service.
Seller_1qKTBDbgtHefM
I was physically threatened with lethal violence on Tuesday when I pointed out to a customer whos product had delivery confirmation and was delivered, that he had contradicted himself in his order and message.
His claim was that it had not been received despite the tracking. In this message he stated (and I quote) “Royal Mail never leave with neighbours (in this area) they always leave a card for collection from the depot” and in the address he provided for his order he had on the second line written “Please leave with ANY neighbour” (emphasis on ANY was his own, not mine!).
As this is a blatant contradiction and is almost certainly going to cause issues, it seems pretty obvious this was a setup. When I simply pointed out the contradiction in the message and the address provided and asked if he could elaborate, my life was threatened.
I love selling on Amazon, their policies and procedures just bring in THE most desirable and classy customers.
Seller_mQzM8i0mkBUO3
i got one this morning the rep actually emailed to say the buyer wanted to change the delivery address on a order that was sent 3 days ago surely they must have some training to be able to tell the customer an address cannot be changed once ordered as its against there policy
