Buyer Support telling the customer to keep $515 they want to return
Hi,
A buyer ordered an item on Feb 16 for $515. We shipped the same day VIA FedEx through Amazon buy shipping. Fedex several days later said they could not deliver as they couldn't find the address so they were returning to shipper. After waiting a day to confirm the item was returning to us, we refunded the buyer as per their request. Two days later customer emailed us that FedEx showed up with the item and they would like to be re-charged and keep the item. I told them they would have to contact the help team to authorize the re-charge as per Amazon. They sent me today an email saying this is what they heard from Amazon support.
"Yes. They said you, the seller, would be the only party to recharge my card, and that because it was delivered so late that I should keep the item and not be charged. I said that was different than what you told me, and they insisted that this was the way it would go."
Any ideas what in heavens name I should do when the buyers help team don't know their own policy's and encourage a buyer to not pay??
Buyer Support telling the customer to keep $515 they want to return
Hi,
A buyer ordered an item on Feb 16 for $515. We shipped the same day VIA FedEx through Amazon buy shipping. Fedex several days later said they could not deliver as they couldn't find the address so they were returning to shipper. After waiting a day to confirm the item was returning to us, we refunded the buyer as per their request. Two days later customer emailed us that FedEx showed up with the item and they would like to be re-charged and keep the item. I told them they would have to contact the help team to authorize the re-charge as per Amazon. They sent me today an email saying this is what they heard from Amazon support.
"Yes. They said you, the seller, would be the only party to recharge my card, and that because it was delivered so late that I should keep the item and not be charged. I said that was different than what you told me, and they insisted that this was the way it would go."
Any ideas what in heavens name I should do when the buyers help team don't know their own policy's and encourage a buyer to not pay??
0 risposte
SEAmod
Hello @Seller_atcu8N9gdOrpk
I am sorry to hear about the misinformation your buyer has been given by Amazon Customer Service. If possible, have the buyer call Customer Service again and if the associate says to keep it and they want to be re-charged, have them ask to speak with a supervisor.
Susan
