Buyer filed return request with replacement request, placed another order, then filed A-Z claim.
A buyer claims he received wrong item and filed a return request. Later on I received a pending order of the same item. I didn't realized this order came from the same buyer because the name and address is hidden until the order is clear for shipping. He messaged me asking when the order will be shipped. I told him I will ship when order is clear.
Then I received an A-Z claim from the buyer for the returned item (which I have not received yet). I realize he was trying to return and place an order at the same time. When I look back at his return info, I see that he also requested a replacement. So I wonder if the pending order is for the replacement, or is it a new, separate order?
This is confusing to me because when a buyer returns an item an request a replacement, what should I do? I know that Amazon will automatically initiate a refund, so if I send a replacement, how do I let Amazon know so that there is no need for refund. And the pending order from the same buyer, is it separate from the return?
3 replies
Seller_f4a7xAPCCSMqD
The pending order is likely the replacement order, and it will be in pending until the customer sends back the return. You can read more about how it works here.
SEAmod
@Seller_9E5atDVpbUhFY
I am sorry about the confusion around the order and the replacement request. @Seller_f4a7xAPCCSMqDis on the right track. The pending order is likely the replacement order. Please note that Amazon does not always automatically refund and so you should monitor your Seller Central account and the return requests. Returns that are self-ship or use a label paid for by the seller are not eligible for a refund at first scan. These return requests must be handled by the seller on a manual basis through the user interface in Seller Central for handling return requests.
Susan
