Hi,

I know there are several threads on this topic but was hoping to get some specific advice on this particular case.

Thankfully most customers are appreciative of the current situation and are being patient but I have a customer whose order was dispatched on 14/03, chasing me every day.

I politely explained that Royal Mail are backlogged and doing their very best but it is inevitable that there would be delays and kindly asked them to at least wait until Saturday and if parcel does not arrive by then we will issue a full refund.

They’ve come back with this: “Amazon told me I can get a refund due to the delay. I hope you can refund me. Thanks.”

Why are Amazon so out of touch with reality to the point where they are advising customers to claim refunds during such difficult times?

All this does is encourage scammers to order things, knowing that there’s a good chance their order would be delayed and then claim refunds. Order ends up arriving and they get the item for free, leaving us out of pocket.

We dispatch all FBM orders same working day without fail and on top of that, we have upgraded all customers to RM24 (from RM48) and absorbing the cost ourselves so there really isn’t much more that we can do.

What do you guys do in such cases where customers have no patience? Are you refunding? And if you don’t refund, presumably they’ll just raise an A-Z and Amazon would refund them on our behalf anyway? If that’s the case, it makes more sense for me to process the refund myself, thereby reducing the risk of negative feedbacks/reviews.

I have to say eBay are being much more understanding and sympathetic with us sellers.

I’m considering removing all FBM offers for now and leaving only FBA until things start to normalise.

Any advise would be appreciated.

TIYA