How to cancel and refund a cancelled order
Hopefully someone can help.
Back in January a customer placed an order for £2.99.
They then contacted me to ask if the order could be cancelled and refunded.
I agreed and followed the protocol for cancelling.
I got the usual follow up emails from Amazon.
Customer has since contacted me twice to say refund was not received.
I asked her to contact Amazon and I received this in her latest message.
I’ve had no direct communication from Amazon.
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: #####
Item:
Reason for contact: Cancel Order
Details: The order has cancelled by customer. please issue the refund for the order. Please contact the customer and update him
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
link removed
We hope you’re able to work this out with this customer.
How can I refund an order that should have already been refunded?
Could it have been that because the order was placed late at night the the refund was authorised before payment had been took by Amazon?
I’m at a loss.
Any help would be appreciated.
13 replies
Seller_64jziShTiTjOq
Payment would only have been taken from the customer after you marked the order as despatched. If the order was not so marked, because it was cancelled before then, no payment was taken so no refund was due or even possible
Seller_64jziShTiTjOq
If, as stated above, the money was never taken from the customer in the first place, you need to advise her to check her card statement where she will see that her payment never went through in the first place, so she doesn’t need a refund.
Seller_tRuvBEHDedp4q
OK - sorry. I wasnt 100% sure on the payment process with Amazon. It is different to Paypal.
So Amazon authorise payment beforehand but only actually take on order being marked dispatched.
But irrespective of this the rest of my comment still stands - the Order screen will show if you successfully cancelled the order. As long as you have done this part correctly, then it is then Amazon who actually process the refund (if any is due) or they will cancel the authorsation. If it does not show as being cancelled, then you just need to click the Refund button (which is basically cancelling the order) and select ‘Buyer cancelled’ as the reason.
It everything at your end is showing you cancelled, then there is nothing more you can do.Buyer could be checking the wrong card but ultimately once you have cancelled the order it is then Amazon responsibility to refund.
Seller_8XO2tpVvj0ZaV
Thanks everyone.
The order was definitely cancelled.
It was never shipped as she had contacted me to state that she had the wrong delivery address on the order.
Before I put the post on here I asked the buyer to check her statement to see if the original payment had been taken/refunded.
