How to get amazon seller support to retrocharge a buyers account at their request
So as above, does anyone know how to make the experience swift for the customers and sellers, a number of items.have turned up as expected but Amazon’s policies state I need to refund so.ive refunded as they were past edd, this has happened before however when they go to buyer support they reply saying that buyer support had no idea what a retrocharge was and couldn’t do it, so I’ve refunded for an item.that was received and amazon isn’t helping the buyer repay for the item.
Literally any help.appreciated, I’ve noticed mods are more active recently maybe they could assist in trigger words for buyer support to do the required action
31 replies
Seller_7VbclcPFFRTnc
The buyer actually has to call customer support and ask them to recharge their card for order number xxx which was mistakenly refunded
I mistakenly refunded an order. What happens now?
When you generate a refund, it will sit in Pending status for up to two hours. This provides an additional buffer in case you accidentally refund the wrong amount or wrong order. To cancel a refund, click on the Cancel all pending refunds for this order link. If you cannot see this link, the refund has been released to the buyer and can no longer be cancelled.
If this is the case, you can contact the buyer to see if they will allow their credit card to be recharged by Amazon. If the buyer agrees, ask them to contact Amazon Customer Service to request a recharge. We can recharge the buyer’s credit card for the order only if we receive the request directly from the buyer. Once the buyer’s card has been recharged, the recharged amount will appear as a credit in your Payments account. Once the customer’s card has been recharged, the recharged amount will appear as a credit in your Payments account.
Seller_NoMNQDGnEW5Bx
Are you using click and drop rather than buy shipping as that gives a week to post whereas buy shipping doesn’t (on my account anyway)
Seller_oBS3qdDhMEJ57
We’ve had a nightmare with a retrocharge, the buyer actually paid on the 28th of April this year and we still haven’t had the payment forwarded to us by Amazon. I’ve raised countless cases with Amazon before finally getting someone to understand the situation and we were given a payments e-mail address but have had no response back. It’s an absolute joke.
Seller_ZEBcHfOFvsoc4
Hi we have had this a couple of times on another sales channel and what I have asked them to do is place the same order again and we mark as dispatched without sending
Seller_3TuKPsB3ieWKC
We asked for retro charges or buyers to contact Amazon a number of times over the last couple of years, around £200 worth of goods. We have never received payment for any of the orders or had goods returned.
Other marketplaces allow you to resolve the payment issue directly with the buyer, which always works for us. Amazon add the additional layer of Customer Services which seems to result in no payment ever being made.
Wait until large numbers of packages are delivered late by Royal Mail through the strike period, for those sellers using them.
The issue is that often buyers are happy to repay, but Amazon make it so awkward or force buyers to take additional steps that it doesn’t happen. It is massively inconvenient for buyers (maybe this is intentional…just the cynic in me)
Seller_3U9WdViGssMN6
You could just tell them to reorder. Mark as dispatched and just dont send it. This way you will get payment without going through customer support.
