A New Thing We Have to Watch For ?
So this is a new one for us, received an email notification for an FBM order saying "order refunded not received"
I have gone on and checked the order, there is no email from the customer regarding anything, no return request, no complaint, no A to Z nothing.
And someone in Amazon has just straight out and gone and gave the customer a full refund on the item, which was Sent with full tracking and has a delivery image from Royal Mail.
Is this the new norm ? as if so we will need to scrutinise every single return.
My understanding is that in that instance for an FBM order, where the customer is claiming non delivery we at least get the option to speak to them and try and advise them where their item is.
However, it now appears that Amazon are just going to start issuing refunds with no contact for the seller.
So you could literally sell an item and find it refunded with Zero explanation ?
How as a seller do you even know how to claim then ? at least with an A to Z claim you can try and prove the item was delivered, even if the A to Z team never agree.
But this seems to be a new slippery slope we have not encountered before. @Winston_Amazonany Comment please ? 203-4331202-5324302
We had NO contact from the customer at all, no email, nothing and your customer service reps have issued a refund for an item sent with full tracking and a delivery image too boot ?
Why ?
A New Thing We Have to Watch For ?
So this is a new one for us, received an email notification for an FBM order saying "order refunded not received"
I have gone on and checked the order, there is no email from the customer regarding anything, no return request, no complaint, no A to Z nothing.
And someone in Amazon has just straight out and gone and gave the customer a full refund on the item, which was Sent with full tracking and has a delivery image from Royal Mail.
Is this the new norm ? as if so we will need to scrutinise every single return.
My understanding is that in that instance for an FBM order, where the customer is claiming non delivery we at least get the option to speak to them and try and advise them where their item is.
However, it now appears that Amazon are just going to start issuing refunds with no contact for the seller.
So you could literally sell an item and find it refunded with Zero explanation ?
How as a seller do you even know how to claim then ? at least with an A to Z claim you can try and prove the item was delivered, even if the A to Z team never agree.
But this seems to be a new slippery slope we have not encountered before. @Winston_Amazonany Comment please ? 203-4331202-5324302
We had NO contact from the customer at all, no email, nothing and your customer service reps have issued a refund for an item sent with full tracking and a delivery image too boot ?
Why ?
5 replies
Seller_WZvpMbYFR2KJa
We had one recently, but Amazon paid the refund, not us.
Seller_xU4h6ZbAduf0O
This is not a new thing.
Unfortunately it has been going on for some time and there are numerous threads about it.
Amazon customers bypass all policy by phoning Amazon CS directly to complain and Amazon just refund and gift goods with no evidence required, nor do Amazon CS have any duty of care to their sellers by performing basic checks like looking at tracking, delivery photos, asking for evidence of claim.... just straight theft of funds and goods.
Your only recourse is to submit a Safe-T claim which in most cases will be denied due to some ridiculous policy that Amazon have invented to not have to pay the claim, due to their own negligence and facilitation of the theft, but somehow make it the sellers fault and responsibility.
Seller_bzRkeDMMsE3Is
Amazon's 'duty of care' towards sellers, I fear, is very similar to that of a serial killer towards their victims.
Seller_2MDS66zdjPMUU
The fact that Amazon are proving difficult does not prevent you contacting the customer for payment or return. Amazon does not override your rights in law.
In these circumstances I would write a letter to the customer at the order address asking them to reply to you within 7 days of receipt indicating whether they wish to return or pay for the item enclosing copies of the evidence that you have to support your request that the item has been delivered and refunded but not returned. Inform them politely that after this time you will open a small claims court application for the cost and reasonable administration costs. This usually provokes a response and then you can see what the issue with the customer is an resolve it amicably if possible .
A New Thing We Have to Watch For ?
So this is a new one for us, received an email notification for an FBM order saying "order refunded not received"
I have gone on and checked the order, there is no email from the customer regarding anything, no return request, no complaint, no A to Z nothing.
And someone in Amazon has just straight out and gone and gave the customer a full refund on the item, which was Sent with full tracking and has a delivery image from Royal Mail.
Is this the new norm ? as if so we will need to scrutinise every single return.
My understanding is that in that instance for an FBM order, where the customer is claiming non delivery we at least get the option to speak to them and try and advise them where their item is.
However, it now appears that Amazon are just going to start issuing refunds with no contact for the seller.
So you could literally sell an item and find it refunded with Zero explanation ?
How as a seller do you even know how to claim then ? at least with an A to Z claim you can try and prove the item was delivered, even if the A to Z team never agree.
But this seems to be a new slippery slope we have not encountered before. @Winston_Amazonany Comment please ? 203-4331202-5324302
We had NO contact from the customer at all, no email, nothing and your customer service reps have issued a refund for an item sent with full tracking and a delivery image too boot ?
Why ?
A New Thing We Have to Watch For ?
So this is a new one for us, received an email notification for an FBM order saying "order refunded not received"
I have gone on and checked the order, there is no email from the customer regarding anything, no return request, no complaint, no A to Z nothing.
And someone in Amazon has just straight out and gone and gave the customer a full refund on the item, which was Sent with full tracking and has a delivery image from Royal Mail.
Is this the new norm ? as if so we will need to scrutinise every single return.
My understanding is that in that instance for an FBM order, where the customer is claiming non delivery we at least get the option to speak to them and try and advise them where their item is.
However, it now appears that Amazon are just going to start issuing refunds with no contact for the seller.
So you could literally sell an item and find it refunded with Zero explanation ?
How as a seller do you even know how to claim then ? at least with an A to Z claim you can try and prove the item was delivered, even if the A to Z team never agree.
But this seems to be a new slippery slope we have not encountered before. @Winston_Amazonany Comment please ? 203-4331202-5324302
We had NO contact from the customer at all, no email, nothing and your customer service reps have issued a refund for an item sent with full tracking and a delivery image too boot ?
Why ?
A New Thing We Have to Watch For ?
So this is a new one for us, received an email notification for an FBM order saying "order refunded not received"
I have gone on and checked the order, there is no email from the customer regarding anything, no return request, no complaint, no A to Z nothing.
And someone in Amazon has just straight out and gone and gave the customer a full refund on the item, which was Sent with full tracking and has a delivery image from Royal Mail.
Is this the new norm ? as if so we will need to scrutinise every single return.
My understanding is that in that instance for an FBM order, where the customer is claiming non delivery we at least get the option to speak to them and try and advise them where their item is.
However, it now appears that Amazon are just going to start issuing refunds with no contact for the seller.
So you could literally sell an item and find it refunded with Zero explanation ?
How as a seller do you even know how to claim then ? at least with an A to Z claim you can try and prove the item was delivered, even if the A to Z team never agree.
But this seems to be a new slippery slope we have not encountered before. @Winston_Amazonany Comment please ? 203-4331202-5324302
We had NO contact from the customer at all, no email, nothing and your customer service reps have issued a refund for an item sent with full tracking and a delivery image too boot ?
Why ?
5 replies
5 replies
Seller_WZvpMbYFR2KJa
We had one recently, but Amazon paid the refund, not us.
Seller_xU4h6ZbAduf0O
This is not a new thing.
Unfortunately it has been going on for some time and there are numerous threads about it.
Amazon customers bypass all policy by phoning Amazon CS directly to complain and Amazon just refund and gift goods with no evidence required, nor do Amazon CS have any duty of care to their sellers by performing basic checks like looking at tracking, delivery photos, asking for evidence of claim.... just straight theft of funds and goods.
Your only recourse is to submit a Safe-T claim which in most cases will be denied due to some ridiculous policy that Amazon have invented to not have to pay the claim, due to their own negligence and facilitation of the theft, but somehow make it the sellers fault and responsibility.
Seller_bzRkeDMMsE3Is
Amazon's 'duty of care' towards sellers, I fear, is very similar to that of a serial killer towards their victims.
Seller_2MDS66zdjPMUU
The fact that Amazon are proving difficult does not prevent you contacting the customer for payment or return. Amazon does not override your rights in law.
In these circumstances I would write a letter to the customer at the order address asking them to reply to you within 7 days of receipt indicating whether they wish to return or pay for the item enclosing copies of the evidence that you have to support your request that the item has been delivered and refunded but not returned. Inform them politely that after this time you will open a small claims court application for the cost and reasonable administration costs. This usually provokes a response and then you can see what the issue with the customer is an resolve it amicably if possible .
Seller_WZvpMbYFR2KJa
We had one recently, but Amazon paid the refund, not us.
Seller_WZvpMbYFR2KJa
We had one recently, but Amazon paid the refund, not us.
Seller_xU4h6ZbAduf0O
This is not a new thing.
Unfortunately it has been going on for some time and there are numerous threads about it.
Amazon customers bypass all policy by phoning Amazon CS directly to complain and Amazon just refund and gift goods with no evidence required, nor do Amazon CS have any duty of care to their sellers by performing basic checks like looking at tracking, delivery photos, asking for evidence of claim.... just straight theft of funds and goods.
Your only recourse is to submit a Safe-T claim which in most cases will be denied due to some ridiculous policy that Amazon have invented to not have to pay the claim, due to their own negligence and facilitation of the theft, but somehow make it the sellers fault and responsibility.
Seller_xU4h6ZbAduf0O
This is not a new thing.
Unfortunately it has been going on for some time and there are numerous threads about it.
Amazon customers bypass all policy by phoning Amazon CS directly to complain and Amazon just refund and gift goods with no evidence required, nor do Amazon CS have any duty of care to their sellers by performing basic checks like looking at tracking, delivery photos, asking for evidence of claim.... just straight theft of funds and goods.
Your only recourse is to submit a Safe-T claim which in most cases will be denied due to some ridiculous policy that Amazon have invented to not have to pay the claim, due to their own negligence and facilitation of the theft, but somehow make it the sellers fault and responsibility.
Seller_bzRkeDMMsE3Is
Amazon's 'duty of care' towards sellers, I fear, is very similar to that of a serial killer towards their victims.
Seller_bzRkeDMMsE3Is
Amazon's 'duty of care' towards sellers, I fear, is very similar to that of a serial killer towards their victims.
Seller_2MDS66zdjPMUU
The fact that Amazon are proving difficult does not prevent you contacting the customer for payment or return. Amazon does not override your rights in law.
In these circumstances I would write a letter to the customer at the order address asking them to reply to you within 7 days of receipt indicating whether they wish to return or pay for the item enclosing copies of the evidence that you have to support your request that the item has been delivered and refunded but not returned. Inform them politely that after this time you will open a small claims court application for the cost and reasonable administration costs. This usually provokes a response and then you can see what the issue with the customer is an resolve it amicably if possible .
Seller_2MDS66zdjPMUU
The fact that Amazon are proving difficult does not prevent you contacting the customer for payment or return. Amazon does not override your rights in law.
In these circumstances I would write a letter to the customer at the order address asking them to reply to you within 7 days of receipt indicating whether they wish to return or pay for the item enclosing copies of the evidence that you have to support your request that the item has been delivered and refunded but not returned. Inform them politely that after this time you will open a small claims court application for the cost and reasonable administration costs. This usually provokes a response and then you can see what the issue with the customer is an resolve it amicably if possible .
