Payment Pending/ Where’s my Stuff?
Hi,
For the second time this week, I’ve received a ‘where’s my stuff? Email. On checking the order, it’s still in the ‘payment pending’ box. For the first order, Amazon CS ended up cancelling the order and re-doing the transaction. I have just opened a case in regards to this new issue, but is anyone else experiencing this? The CS rep before said it might be an issue with the backend?
3 replies
Seller_EJIX7rqDNQJi2
Don’t worry, there is no need to open cases if you simply received a message from a buyer whose order is still pending.
The order will either eventually go through or will get cancelled due to failure to charge the buyer’s card.
What does the message say? “Where’s my stuff” is one of the default contact options, so they may have selected it by a mistake.
If they are asking you when will the order be shipped/ delivered, advise them that Amazon is still processing the payment and you will start handling their order as soon as it goes through.
Seller_5Fks27laIpCfj
I disagree with Kika. @UK_Book_Warehouse you have every need to worry as this customer has the power to give you negative feedback should their order fall out of pending and into sold.
So, given that this customer is already irate at having to wait, to the point that they feel the need to do button clicking to ask the question, they are more liable to do more button clicking later and blame the seller via feedback for the delay than the Amazon payment system (of which they are unaware).
Always remember, the Amazon system is FOR buyers and AGAINST sellers… no matter who is right.
I would respond to the seller with a polite reply stating that it is Amazon who are holding the payment (which is true) and that as soon as Amazon release the funds to you, only then have Amazon given you the authority to ship. That way, the buyer knows that you are an independent seller who, like him, is waiting for the Amazon system to authorise shipment. In that case, after you’ve sent the first polite reply to his “where’s my stuff” message, once you dispatch the item, it would be beneficial to send him a message to confirm that Amazon have released the money and allowed shipment… confirmed with Tracking number X" … No matter what the selling price of this item, given the forewarned character of this buyer, send his item tracked, so that he can’t then claim non-delivery.
Seller_bhSWqoVh7Pn98
Often a Buyer is unaware the payment is pending and thinks it is your fault for not sending the item.
Therefore, be polite and point out AMAZON process the payments and his is pending, maybe a security check with his Card Company.
Suggest he phones Amazon CS on: 0207-084-7911 with his order number.
Inform him once AMAZON authorise, then the order is emailed to you and will be shipped asap.
I’d also send Tracked, or Signed For, in case any further issues. Hermes tracked is usually ok and cheaper than posting
