Ghost Order What Next
Hi Guys and Gals. I wonder if you could help. So I get a message from someone asking why there order hasn’t been dispatched a month after ordering. Now we ship every product (all personalised) within 24 hours. Anyway, I knew this wasn’t correct so clicked on his order number and it just showed an error.
So basically he has sent a screenshot of his ‘order’ but we have no record of his order either through amazon or our 3rd party software. His order does not appear on cancelled orders, shipped or pending. He is getting more and more aggressive and demanding I send him the product as it’s for christmas but we have no order and no money. We have amazing feedback and he is threatening to leave bad feedback. He seems like a nice guy and clearly just frustrated but I have tried numerous times to explain we have no order and no money.
I opened a case with SS a few weeks ago with no updates. I really don’t know what to do.
He says he paid with a gift card and his order pic he sent looks genuine and obviously when he sends us a message it comes up with his order number but when you click on it you just get unknown error so I am not doubting he placed an order but something happened somewhere.
Please help
Ghost Order What Next
Hi Guys and Gals. I wonder if you could help. So I get a message from someone asking why there order hasn’t been dispatched a month after ordering. Now we ship every product (all personalised) within 24 hours. Anyway, I knew this wasn’t correct so clicked on his order number and it just showed an error.
So basically he has sent a screenshot of his ‘order’ but we have no record of his order either through amazon or our 3rd party software. His order does not appear on cancelled orders, shipped or pending. He is getting more and more aggressive and demanding I send him the product as it’s for christmas but we have no order and no money. We have amazing feedback and he is threatening to leave bad feedback. He seems like a nice guy and clearly just frustrated but I have tried numerous times to explain we have no order and no money.
I opened a case with SS a few weeks ago with no updates. I really don’t know what to do.
He says he paid with a gift card and his order pic he sent looks genuine and obviously when he sends us a message it comes up with his order number but when you click on it you just get unknown error so I am not doubting he placed an order but something happened somewhere.
Please help
0 replies
Seller_7VbclcPFFRTnc
Does the screenshot show the date, time and full product details including ASIN etc ?
Seller_qqCKaiyZvp4Rc
If the order doesn’t show up with order number I would just ignore them, it’s either a scam or between them and amazon
Seller_3sA3mMDSBeAxr
As Nathan said above, if the order ID is not showing on Amazon then there isn’t much more you can do.
I suppose you could use those details that they have provided to see if you did actually dispatch it through your chosen couriers platform (unless you use buy shipping) or perhaps explain you cannot locate the order and have them contact Amazon, they may then email you with the related information?
Seller_0Amk0hnQkPWMH
We get these from time to time. If the order number is definitely not one of yours just mark the message/s as suspicious with no response needed, do not engage in dialogue with them. This could be the first step to a scam.
Edit: check in the cancelled orders area of your account, you never know, it could have been pending for a while then auto-cancelled.
Seller_ZrQt8Lko8zuBj
I have found two threads about the same issue:
The 1st one is from 2017, 2nd one from 2019 and now we have 2021 
Seller_bhSWqoVh7Pn98
Hi,
I would tell him to contact Amz Customer Services, say Amz take and process all payments. Tell him to ask for a refund back to Gift Card, then reorder.
Tell him to then email the new order and you will ensure the order is processed within 24 hours and update him with the tracking number.
Explain if Amz system has an issue, they need to fix it, you can’t.
You have checked the screenshot I assume to ensure the Order number he typed is the same.
If you also ask him to ask Amz also email you on the Buyers behalf, they will link to the Order number if any has been given.
SS are virtually always useless, you have to resolve things yourself as usual
Seller_MT8rt0A2OpbCx
Very possibly you clicked a link to a bogus amazon website, stealing your login and password, then changing the bank details, adding cheap tech to your inventory, selling with no intention of posting, disbursing the funds and leaving you with a huge problem.
I hope I am wrong, but I have had similar phishing emails regarding non-existing Amazon orders. Never replied, never heard any more. Once you engage, you’re hooked.
I hope it is just a customer misunderstanding, and they realise soon.
Seller_mBYmuZuemARzE
We often get people asking about orders they’ve placed with other sellers. If you type another sellers order number in you do get an error. It’s usually because customers look at the product page and if you have the buy box they contact you. We direct them to their actual order details.
