I have a quick question for everyone who sells on the european marketplaces. We have received an order from the customer that was shipped on time. There is a FedEx scan that proves on time shipment of the package.
Later that day, after the order was shipped and tracking shows acceptance from FedEx, we receive an email that the order has been refunded in full. We open a case with Amazon ( case ID 11231915662 ) to see why the order has been refunded. An agent explained to us that customer requested a cancellation and was refunded by Amazon. We responded to the case explaining that once the order is shipped a customer can only open a return request and cancellation should not be granted. To that an agent replied that the customer can cancel at any time. That agent also recommended to reach out to the customer and aske the customer to open a return request.
Below is a first message from an Amazon:
Thank you for contacting us.
I understand that you are contacting us with the request related to the Investigation of the Refund Reason for the the Mentioned Order (Order ID : 402-3380393-8621123) in FR Marketplace.
Please note that we have reviewed your request and we have completed our investigation. Regarding your query, we would like to inform you that the following order has been refunded to the buyer because Buyer mentioned the reason as "Annulation de la commande refusé" which means Cancellation of the following order was refused. Buyer was unable to cancel the order so they had reach out to the Amazon Customer Service and asked for Order Cancellation. We have attached screenshots for your reference.
After the order has been cancelled out, the buyer had been automatically been refunded by Amazon. You can see that you have initiated a return and wait for the following unit to get returned to your address.
To which I reply that we did not receive nor we refused any cancellation requests.
This is an Amazon response:
We understand that you are contacting us with the request related to how can customer request a cancellation when the order was already shipped and also, you wanted a confirmation that the item would be returned to you for the order id 402-3380393-8621123.
Upon checking we would like to inform you that customer can cancel the order even after it is shipped. To get your return you can reach out to the Buyer through Buyer - Seller Messaging from here : https://sellercentral-europe.amazon.com/messaging/contact?orderID=402-3380393-8621123&marketplaceID=A13V1IB3VIYZZH
I'm not exactly familiar with rules on European marketplaces, but does this sound correct to you guys? Customer can cancel any time, receive a full refund, and the seller has to ask them to open a return request via buyer-seller messaging?
Not sure if any mods monitor this but if anyone can help with anything please let me know.
Thank you
