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How can we refund an 'invoiced by Amazon' business buyer for a failed delivery. There is no refund option.
We are stuck in a loop. Any advice would be appreciated.
We have been asked by Amazon CS to refund a business buyer for a failed (lost by Amazon Shipping) delivery.
There is no option of refunding, this is an 'invoiced by Amazon' order so no option of refunding as the invoice has not been paid.
We can not submit a claim with Amazon shipping without first refunding the buyer which we are unable to do.
I understand that eventually the invoice will get paid and refunded but this is usually after around 60 days, we only have 28 days to claim from Amazon Shipping for the lost parcel.
By the time the buyer is sorted out it is then too late to claim from Amazon Shipping.
To make matters worse, we can not even contact the buyer to tell them what has gone wrong as this is not allowed with Invoiced by Amazon orders.
I am baffled !
2 replies
Seller_H1Iho3c24Wva5
I can't help much with the shipping aspect - if it's anything like how SAFE-Ts used to be with Invoice by Amazon orders, I just gave up and added those losses into price increases.
As for refunding them, you can't. The message you got from Amazon CS is via the customer so when you respond to that, the customer gets that response.
For returns to senders, I usually explain that the courier is returning it to us for x reason, and then explain that since they are an Amazon Business Pay by Invoice customer (it's called Pay by Invoice for customers, for some reason), I can not authorise a refund and that they'll need to follow the solution found within the solutions centre. Then, I paste what it says.
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GU64KNHHK36CD8SE - that's where the steps are.
Get ready for lots of back and forths with customers not trusting you, them speaking to Amazon Customer Service and being told we need to refund them, even though we can't!✨
I've got a case open at the minute because I explained the above, the customer somehow ended up speaking to Amazon Customer Service, ACS then told the customer that I was wrong and I needed to refund them 🙄
Spencer_Amazon
Hello @Seller_WVHAZRmDdXbSC,
I am Spencer with Amazon.
Do you have a case ID so I can look into it for you?
Regards, Spencer
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