"Delivery enquiry from Amazon customer..."
I’m familiar with a scenario on another marketplace. Eg. some scammers like to avoid opening an official case, and try to stay under the radar by only sending a “Question about using my item” type of message, but inside it claim they didn’t receive their item.
Well now I’ve received my first “Delivery enquiry from Amazon customer…” for an item that doesn’t seem to have been scanned on delivery. The enquiry is genuine. However, could someone please confirm if Amazon messaging is the official venue for resolving such problems and issuing refunds?
Thanks.
"Delivery enquiry from Amazon customer..."
I’m familiar with a scenario on another marketplace. Eg. some scammers like to avoid opening an official case, and try to stay under the radar by only sending a “Question about using my item” type of message, but inside it claim they didn’t receive their item.
Well now I’ve received my first “Delivery enquiry from Amazon customer…” for an item that doesn’t seem to have been scanned on delivery. The enquiry is genuine. However, could someone please confirm if Amazon messaging is the official venue for resolving such problems and issuing refunds?
Thanks.
27 replies
Seller_Wqg5EgqxuOwDD
Where else would they contact you? Amazon rules state that buyers must contact sellers to try and solve issues prior to opening an A-Z. This is your opportunity to resolve issues. As A-Zs impact a seller’s metrics if you can resolve at this stage it is best all round.
Seller_DROodOAYHftnc
You do not issue refunds via messaging - you need to go into the order and there is a tab to issue either a full or partial refund.
However, before doing that I would ask your customer to go through he usual checks and / or ask them to wait for a few days if the delivery window has not ended, as there ARE delays in some areas due to the pandemic.
Seller_7VbclcPFFRTnc
so this is where the difference is between Amazon and eBay
On eBay if a customer opens an INR case you have several days to upload tracking information to show delivery or refund if it hasn’t arrived. As long as you close the case yourself by doing one of these, it doesn’t affect your account.
Amazon is a whole new realm !
If a buyer messages you with an INR query - this is the ideal place to check if it has been delivered. If it hasn’t - don’t send a replacement - instead go to the order and refund the payment. (only if the tracking shows it hasn’t been delivered)
On Amazon if a customer opens the eBay equivalent of a case - an a-z guarantee claim - Amazon don’t give you any time to investigate. They simple close the case straight away in the buyers favour, refund them from your money and put a defect on your account. You will get the option to appeal but if it hasn’t been delivered you will not win it
Seller_xUKHc5xSYJmI4
It’s the same on this platform. They ask for a tracking number when they haven’t paid for order to be tracked then put in a claim for none receipt of order.
The QR code was on all items but Royal Mail decided to have them on Large Letters and Parcels only.
Seller_sFEUMUfeW5484
In answer to your question, yes.
The way Amazon is setup, the last thing you want a buyer to do is open a case (A-Z) for an item not received. This is not like eBay. Once you have an A-Z case opened against you the damage is done, you get a bad mark on your account. The odds of ever getting that removed are almost zero.
On eBay you should always advise a buyer to open a case, as eBay do not punish you in the same way as Amazon. And at least eBay get to see a history of claims from buyers.
Seller_sFEUMUfeW5484
Amazon is now at the point where they simply do whatever they want. They ignore ALL of their policies ALL of the time. Terrible company. Having switched off all EU sites, I’m just about to go the whole hog and drop Amazon completely. Their reputation is something I don’t want to be associated with now to be honest.
Seller_JHdYYHAeKWpb1
I would contact Royalmail first to see if they haven’t just not loaded this onto the system. The scanner may not have worked at the time of scanning, or not synchronised.
Seller_t8tPiUA5wff9m
You do know not all tracking is uploaded on Amazons system, even scanned items, even with RM/Amazon linked accounts.
You need to check on Royal Mails Track and Trace website for the correct information. If it is still showing as not delivered there, then I would refund. But don’t trust the message from Amazon saying it is delayed!
