ORDER CANCELLED BUT BOOK ALREADY IN THE POST
My apologies if this topic has already been address but I can't find my exact query. I took a book order to the Post office ( paid Royal mail postage- not through Amazon) and by the time I got back the order was cancelled. I looked through the Amazon help pages and could not find out quite what to do in this circumstance, so I marked as shipped and then thought I ought to contact the buyer to apologise and explain. The contact options had been blanked out, so I contacted seller support who referred me to customer services, who sent me back to seller support. It is obvious to me now that I should have marked as dispatched before I actually sent it, but we very rarely get cancellations and this has never arisen before. ( mea culpa). Does anyone know how to contact a buyer once the item has been marked as dispatched without incurring the wrath of Amazon??? Thanks....
12 replies
Seller_ZJhFeE3tNKzfh
After a certain amount of time - a customer can't cancel an order - only request a cancellation.
All you need to do is, well nothing really.
I assume you have marked the order as shipped. The customer should be notified that the order has been shipped. You can reject the cancellation request (if that is still a thing?) but thats it.
There is no wrath to incur, as you've done nothing wrong.
Roberto_Amazon
Hello! @Seller_uNEFJCO9ASCRo
This is Roberto. Thank you for using the forums, I wanted to follow up here and confirm the information provided by @Seller_ZJhFeE3tNKzfh and @Seller_40ozsHlGqPuEL is correct. (Thank you both!)
In addition to that, I also wanted to confirm that, If you already shipped, but haven’t confirmed dispatch, you must confirm dispatch and then contact the buyer via the Buyer-Seller Messaging service and advise them to either refuse the shipment or initiate a return request through their Amazon account.
Messages about cancellation are considered a critical message, and will be delivered to a buyer even if they have opted out of non-critical messages. Please use the steps below if you consider you need to communicate a critical message to the buyer on this:
Send a critical message to a buyer
Hope this helps.
Roberto
Seller_K8edOfPu9HEmN
Sorry @Roberto_Amazon One should never ask a buyer to refuse a parcel and RTS it, it can cause all sorts of issues. Better to return it through the system generating a return label.
and advise them to either refuse the shipment
ORDER CANCELLED BUT BOOK ALREADY IN THE POST
My apologies if this topic has already been address but I can't find my exact query. I took a book order to the Post office ( paid Royal mail postage- not through Amazon) and by the time I got back the order was cancelled. I looked through the Amazon help pages and could not find out quite what to do in this circumstance, so I marked as shipped and then thought I ought to contact the buyer to apologise and explain. The contact options had been blanked out, so I contacted seller support who referred me to customer services, who sent me back to seller support. It is obvious to me now that I should have marked as dispatched before I actually sent it, but we very rarely get cancellations and this has never arisen before. ( mea culpa). Does anyone know how to contact a buyer once the item has been marked as dispatched without incurring the wrath of Amazon??? Thanks....
ORDER CANCELLED BUT BOOK ALREADY IN THE POST
My apologies if this topic has already been address but I can't find my exact query. I took a book order to the Post office ( paid Royal mail postage- not through Amazon) and by the time I got back the order was cancelled. I looked through the Amazon help pages and could not find out quite what to do in this circumstance, so I marked as shipped and then thought I ought to contact the buyer to apologise and explain. The contact options had been blanked out, so I contacted seller support who referred me to customer services, who sent me back to seller support. It is obvious to me now that I should have marked as dispatched before I actually sent it, but we very rarely get cancellations and this has never arisen before. ( mea culpa). Does anyone know how to contact a buyer once the item has been marked as dispatched without incurring the wrath of Amazon??? Thanks....
12 replies
12 replies
Seller_ZJhFeE3tNKzfh
After a certain amount of time - a customer can't cancel an order - only request a cancellation.
All you need to do is, well nothing really.
I assume you have marked the order as shipped. The customer should be notified that the order has been shipped. You can reject the cancellation request (if that is still a thing?) but thats it.
There is no wrath to incur, as you've done nothing wrong.
Roberto_Amazon
Hello! @Seller_uNEFJCO9ASCRo
This is Roberto. Thank you for using the forums, I wanted to follow up here and confirm the information provided by @Seller_ZJhFeE3tNKzfh and @Seller_40ozsHlGqPuEL is correct. (Thank you both!)
In addition to that, I also wanted to confirm that, If you already shipped, but haven’t confirmed dispatch, you must confirm dispatch and then contact the buyer via the Buyer-Seller Messaging service and advise them to either refuse the shipment or initiate a return request through their Amazon account.
Messages about cancellation are considered a critical message, and will be delivered to a buyer even if they have opted out of non-critical messages. Please use the steps below if you consider you need to communicate a critical message to the buyer on this:
Send a critical message to a buyer
Hope this helps.
Roberto
Seller_K8edOfPu9HEmN
Sorry @Roberto_Amazon One should never ask a buyer to refuse a parcel and RTS it, it can cause all sorts of issues. Better to return it through the system generating a return label.
and advise them to either refuse the shipment
Seller_ZJhFeE3tNKzfh
After a certain amount of time - a customer can't cancel an order - only request a cancellation.
All you need to do is, well nothing really.
I assume you have marked the order as shipped. The customer should be notified that the order has been shipped. You can reject the cancellation request (if that is still a thing?) but thats it.
There is no wrath to incur, as you've done nothing wrong.
Seller_ZJhFeE3tNKzfh
After a certain amount of time - a customer can't cancel an order - only request a cancellation.
All you need to do is, well nothing really.
I assume you have marked the order as shipped. The customer should be notified that the order has been shipped. You can reject the cancellation request (if that is still a thing?) but thats it.
There is no wrath to incur, as you've done nothing wrong.
Roberto_Amazon
Hello! @Seller_uNEFJCO9ASCRo
This is Roberto. Thank you for using the forums, I wanted to follow up here and confirm the information provided by @Seller_ZJhFeE3tNKzfh and @Seller_40ozsHlGqPuEL is correct. (Thank you both!)
In addition to that, I also wanted to confirm that, If you already shipped, but haven’t confirmed dispatch, you must confirm dispatch and then contact the buyer via the Buyer-Seller Messaging service and advise them to either refuse the shipment or initiate a return request through their Amazon account.
Messages about cancellation are considered a critical message, and will be delivered to a buyer even if they have opted out of non-critical messages. Please use the steps below if you consider you need to communicate a critical message to the buyer on this:
Send a critical message to a buyer
Hope this helps.
Roberto
Roberto_Amazon
Hello! @Seller_uNEFJCO9ASCRo
This is Roberto. Thank you for using the forums, I wanted to follow up here and confirm the information provided by @Seller_ZJhFeE3tNKzfh and @Seller_40ozsHlGqPuEL is correct. (Thank you both!)
In addition to that, I also wanted to confirm that, If you already shipped, but haven’t confirmed dispatch, you must confirm dispatch and then contact the buyer via the Buyer-Seller Messaging service and advise them to either refuse the shipment or initiate a return request through their Amazon account.
Messages about cancellation are considered a critical message, and will be delivered to a buyer even if they have opted out of non-critical messages. Please use the steps below if you consider you need to communicate a critical message to the buyer on this:
Send a critical message to a buyer
Hope this helps.
Roberto
Seller_K8edOfPu9HEmN
Sorry @Roberto_Amazon One should never ask a buyer to refuse a parcel and RTS it, it can cause all sorts of issues. Better to return it through the system generating a return label.
and advise them to either refuse the shipment
Seller_K8edOfPu9HEmN
Sorry @Roberto_Amazon One should never ask a buyer to refuse a parcel and RTS it, it can cause all sorts of issues. Better to return it through the system generating a return label.
and advise them to either refuse the shipment
