Help Needed : Negative Feedback From a Cancelled Order
Recently, a customer ordered auto parts from us. After carefully checking the compatibility of the parts with the vehicle information he provided, we found the parts did not fit his vehicle. We sent him a message asking to cancel the order. However, the customer did not reply to us. Therefore, we had to cancel his order because the shipment date was due. The customer then left negative feedback for us.
I don't think this negative feedback is fair to us. Sometimes auto parts compatibility is complicated, so we help customers recheck their orders to avoid buying the wrong parts.
We tried to contact the customer but received no reply. I have no idea what else we should do to avoid this kind of negative feedback. I need everyone's help here.
Help Needed : Negative Feedback From a Cancelled Order
Recently, a customer ordered auto parts from us. After carefully checking the compatibility of the parts with the vehicle information he provided, we found the parts did not fit his vehicle. We sent him a message asking to cancel the order. However, the customer did not reply to us. Therefore, we had to cancel his order because the shipment date was due. The customer then left negative feedback for us.
I don't think this negative feedback is fair to us. Sometimes auto parts compatibility is complicated, so we help customers recheck their orders to avoid buying the wrong parts.
We tried to contact the customer but received no reply. I have no idea what else we should do to avoid this kind of negative feedback. I need everyone's help here.
2 replies
Seller_7LrAV0m5llaI7
You should have shipped it out, and if it didn't work, then let the customer return it, and then charge a restocking fee.
Roberto_Amazon
Hello! @EMAutotech
Thank you for using the Forums. I want to highlight the response provided by @Seller_7LrAV0m5llaI7 should be the correct approach; although, I acknowledge that auto parts are complex, the buyers should also hold some responsibility when buying them.
Guidelines for charging restocking fees
Unfortunately, negative feedbacks for orders that the cancellation was initiated by the seller can't be removed.
Thank you for your understanding,
Roberto
