Return - but unable to refund

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Seller_tRuvBEHDedp4q

Return - but unable to refund

Now this is a strange one I have never experienced.

Clothing item returned today.
Amazon had issued a returns label so I went into ‘Manage Returns’, entered the tracking ID, but found Amazon had not done ‘refund on first scan’ so I went to issue refund manually.by clicking ‘Refund’
However, next screen showed order details on left, but then says ‘no units to refund’ in middle and the details on right for Order amount and Refund are all £0
There is nothing I can do to issue refund - even the ‘Submit Refund’ button is greyed out

So instead of going through ‘Manage Returns’ I went to ‘Manage Orders’ and searched for the Order ID
On that page I clicked ‘Refund Order’ - but again same problem - although it shows Order details I am unable to issue a refund.
There was, however, a new message which read ‘You have a return request for this order. Click here to issue refund’
So I click ‘here’ and go to Refund Order page - but again I t says no units to refund and so I am unable to issue the refund.

So how do I issue refund?
I have attached screenshot showing the problem

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35 replies
Tags:Shipping labels
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35 replies
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Seller_SITNVuZK87zGK

Why would the order value be £0.00? That should still have a value. Was it a Vine order? Although that would have to be FBA I guess.

Stumped!

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Seller_tRuvBEHDedp4q

Opened a case with SS and as per usual they not read or understand.
Just sent me links to the relevant help pages how to do a refund - which is NOT the problem if they bothered to read the message or looked at the screenshot I attached they could see I knew how to get to the refund page
:rage:

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Seller_tRuvBEHDedp4q

Still no refund showing as having been made to customer

Opened case with SS who are just hopeless and not reading the problem

First reply they direct me to help pages telling me how to do a refund (even though I provided a screenshot showing the Refund Order page and how I can not initiate a refund)

Second reply they tell me they cannot start a Safe-T claim on my behalf!!!
I never even mentioned Safe-T. I have had the item back. I am satisfied to do a full refund. I DO NOT want to start a Safe-T claim. I just cannot process the refund for the customer.

Order page shows no refund made (screenshot sent to SS)
Amazon Transaction report shows no refund made.
Refund Order page does not allow me to process refund as it says no units ordered and Order total is £0 (screenshot sent to SS)

You can bet customer will eventually ask where is their refund is and I will then get in trouble for not processing it

Any mods on to help?

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Seller_tRuvBEHDedp4q

OK so today I get message from the customer saying they have not been refunded

Case I opened with Support was transferred a week ago on the 21st to a different department and I have had no further response.

I have explained to customer that Amazon should have processed the refund, that I am unable to do it manually and that I have opened a case with Support but have had no response for a week now.

I have asked them to contact Amazon Customer Support themselves - but what is the betting they will do so and I will now get a metric defect for not refunding in time!!

Can a mod please look into this @Maja_Amazon, @Julia_Amazon, @Winston_Amazon
Case ID 8836489792
Order ID 202-7114143-2994768
Tracking ID for return ZR155869690GB (Royal Mail)

Order page shows order value of £18.75, but no refund made despite customer using a pre-paid Amazon returns label and the item being received back by me on June 19th - Amazon should have issued a ‘refund on first scan’
If I try to manually process the refund by using the use the ‘Refund Order’ button then the refund page says ‘no units ordered’ and an order value of £0 so I am unable to process the refund manually.
See above for screenshots.

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Seller_tRuvBEHDedp4q

UPDATE
Customer has said they have chatted to Amazon Support who said they will get the refund at end of the week
So we get 48 hours from receipt of returned parcel to process a refund - but Amazon allow themselves 5 days. Somehow, why am I not surprised!!

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Seller_tRuvBEHDedp4q

Well I have been on holiday until today.
Came back to a message from customer to say they had still not been refunded by Amazon.
And yes - they have been in direct contact with Amazon on chat and were told to expect the refund by end of last week (7th July) and it is now 14th July
So @Maja_Amazon what can customer do now to get their refund?

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Seller_tRuvBEHDedp4q

Just thought I’d add to this post

Customer contacted Customer Support and they promised refund would be processed by 7th July

Customer contacted me yesterday (19th) to say they had still not had any refund and asked me to help

I am now at a loss as to how to help this customer:

  1. As shown in previous posts, when I goto refund customer it says ‘no units ordered’ with £0 to refund so I am unable to continue
  2. The order screen shows no refund has been made
  3. When I contact Seller Support I get sent instructions how to refund (not the problem as I know how) or that it is a Safe-T issue (it is not)
  4. Amazon should have issued refund automatically under ‘refund on first scan’ policy as customer returned item (using Amazon issued label) and tracking shows it has been returned
  5. Customer has contacted Customer Support who have made promises that have not been met
  6. Customer (rightly) wants their refund but no one is able to help them

Anyone got any further suggestions??
@Maja_Amazon

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