Amazon refunding restocking fee without our consent....
We have utilized the partial refund option and there has been two instances now where Amazon goes in and refunds the restocking fee we deducted without asking us. Two days after we issued the refund less our restocking fee, we received an email saying "We initiated a refund of USD $___ to ____ for the following item". Who authorized this refund? Why?
I called seller support and they will give you the run around to open a SAFE-T claim, which will not work. Both times we attempted to start a SAFE-T claim the error message was " This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement. "
Both transactions were seller fulfilled, standard refunds, that qualified for the restocking fee deduction. One agent actually told me the buyer's called Amazon and requested they get the remaining amount refunded, and Amazon Customer Support issued the refunds......
How do you justify this? I have now escalated the case to leadership, waiting for their call back.....
Amazon refunding restocking fee without our consent....
We have utilized the partial refund option and there has been two instances now where Amazon goes in and refunds the restocking fee we deducted without asking us. Two days after we issued the refund less our restocking fee, we received an email saying "We initiated a refund of USD $___ to ____ for the following item". Who authorized this refund? Why?
I called seller support and they will give you the run around to open a SAFE-T claim, which will not work. Both times we attempted to start a SAFE-T claim the error message was " This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement. "
Both transactions were seller fulfilled, standard refunds, that qualified for the restocking fee deduction. One agent actually told me the buyer's called Amazon and requested they get the remaining amount refunded, and Amazon Customer Support issued the refunds......
How do you justify this? I have now escalated the case to leadership, waiting for their call back.....
9 risposte
Seller_0rXAME9V4LQSx
They won't help or make it right since its not their money or products they are giving away. At any time amazon can and will refund the entire amount with or without having items returned in the name of "customer satisfaction"
Seller_MeNjiBPtSZPht
why did you charge restock fee?
how much did you charge for restock?
While Amazon is known for doing anything a customer calls about, there is also policy to follow.
You have much more ammunition following the policy in which you can quote to Amazon, in these instances they will refund the buyer but eat the cost themselves, if there was a slight policy overlook on your behalf they will give the whole thing to the customer and leave you hanging
Seller_xqQN9iSG2aGJn
Im not an expert on a refunds but it seems to me that the general AMAZON policy is:
The customer is always right
You can have a policy with a restock fee. I doubt your policy has any teeth. Meaning the customer can just complain to AMZ and get their full refund
Seller_24FzucbyGtgZS
Its not Amazon's money so they do not care.
Seller_oDXVaydIpi3Hi
If its like any of the requests for leadership to call us that we've made the last 2 years, you're going to be waiting at least a couple of years to hear back from them.
Seller_zc50DVO3FE5fz
It should be eligible for reimbursement under the SAFE-T claim. I would suggest trying to open a case and have them escalate it to the SAFE-T department because it won't allow you to open one since you refunded before the Amazon refund. But it qualifies for SAFE-T reimbursement.
Seller_Sram36TnVt73c
any updates on the results of your appeals?
Quincy_Amazon
Hello @Seller_HallV1k5U9HK0
Thank you for posting your inquiry to the Forums.
I came across your thread and wanted to inquire whether you got resolution on your concern via the escalated case. If you still need assistance, please feel free to update this thread with the case ID number and I can review the correspondence already provided.
Regards,
Quincy_Amazon
