Customer accuses me of hacking the system
Just got a request of refund from fairly rude customer accusing me of dishonesty for changing the delivery by dates after she ordered. I didn't, I don't even think it's possible to do that. She told me that I am also misleading Amazon and abusing the system. Yeah I am also a hacker now after sleepwalking to create multiple Amazon accounts in other countries.
Amazon sent me this for her order "Wed, 20 Dec 2023
Deliver by: Sat, 23 Dec 2023 to Thu, 28 Dec 2023
Purchase date: Tue, 19 Dec 2023, 09:36 GMT"
She wanted it by the 22nd and she said that when she bought it it said the 22nd (very unlikely as I have had the 3-5 days template for a few days now) but now she says that the confirmation email said the 29th because I changed the dates after she ordered and she wants an immediate refund. I don't particularly want to refund her as a matter of principle, I followed the rules and did nothing wrong, but I wonder if she contacts Amazon if they will side with me or with her.
4 replies
Seller_VUcjClrPIVFRy
Usually you would say that the customer is always right but in this case...I am not quite sure. I don't think it is possible to hack the delivery dates haha.
Depending on the order value, I would not let it bother you. At this time of year you are bound to get customers not wanting items, refunds, exchanges, delivery queries etc.
If you have already sent the item, then there should not be a problem. If she does not want the item, then she will have to return the item at their expense. Although be wary the customer may choose the wrong reason and get a free return annoyingly.
Seller_d8YGbIjNqwFxn
If you share the listing with other sellers they may well have seen another sellers delivery date but chose your offer instead assuming it had the same delivery dates.
I had something similar at the start of the week. Customer ordered Sunday expecting it to arrive Monday. I can only assume they saw the FBA delivery date and assumed mine was the same. That one ended up with negative feedback.
Personally I wouldn't refund and I didn't for the customer above. I just informed them that if the item arrived too late to be used that it could be returned for a full refund.
Seller_RlZVPg3d6ZUGP
Have you dispatched it? if not, ask her to cancel it
