Why would Amazon tell a customer to call me direct when as a seller, we are only supposed to contact through the buyer/seller messaging app?
Has anyone had Amazon tell them to call you directly?
According to Amazon, we are only supposed to have contact with the customer through the platform which seems like a good idea in order to keep documentation of conversations available to all parties. So why would a customer be calling me directly stating that Amazon gave them my number to contact me about their item "not working out for them". I have only listened to the voicemail at this point and may be jumping to conclusions, but my assumption is the item is out of the return policy window and Amazon is pushing them off onto me.
I have a problem with the inconsistency of how Amazon chooses to deal with certain situations, especially when they have made it clear about how communication is supposed to be handled. I am basically venting as well as wondering if anyone else has experienced this?
Why would Amazon tell a customer to call me direct when as a seller, we are only supposed to contact through the buyer/seller messaging app?
Has anyone had Amazon tell them to call you directly?
According to Amazon, we are only supposed to have contact with the customer through the platform which seems like a good idea in order to keep documentation of conversations available to all parties. So why would a customer be calling me directly stating that Amazon gave them my number to contact me about their item "not working out for them". I have only listened to the voicemail at this point and may be jumping to conclusions, but my assumption is the item is out of the return policy window and Amazon is pushing them off onto me.
I have a problem with the inconsistency of how Amazon chooses to deal with certain situations, especially when they have made it clear about how communication is supposed to be handled. I am basically venting as well as wondering if anyone else has experienced this?
0 replies
Seller_OvL8C4BJWiuS9
Your phone number is or should be listed on your store information.
Do you use CSBA?
That's surprising that they wouldn't just file an A-Z claim for them (that's the easiest way to get rid of trying to be of assistance).
SEAmod
Hello @Seller_VEFmdelVjpS6X
You are correct that buyers and sellers should communicate through the buyer/seller messaging system in Seller Central. I do not have access to information about why Customer Service may have instructed the buyer to call you directly.
This appears to be an isolated incident, as Amazon intends for buyer/seller communications to occur through the messaging system.
I apologize for this inconvenience.
Susan
Seller_RH0RQzxVW3Sm3
Did the customer say in the message that they were told by Amazon to call you? If so they may lying and fishing for a refund.
Seller_SJRMV3s4mNrFA
Because the customer is probably lying. They have already filed too many AtoZ's and are now trying to bypass Amazon to fish for refunds.
Seller_8ESHZD3bXlVUv
Sometimes Amazon support conferences me in (I loathe this), or gives my number out, particularly with a buyer who insists that they want to talk to a human. I handle the call exactly the same as if I were replying to an Amazon email (regarding policy and what I can do) then follow up via Amazon messages with a "cover my @" email recapping our conversation, just to put it into the written account record. "thank you for taking the time to contact us via phone directly about your purchase. To recap our conversation...____________". In this way - Amazon can see what we discussed and the customer has a chance to refute it if I summarize inaccurately. (they rarely do). I don't know if it helps when claims come in, but I feel better once it's in writing and Amazon can see my written communication to the customer in the message logs.
Seller_8ESHZD3bXlVUv
I think you're correct, as it does not happen often.
I find that usually I am only conferenced in on irate customers. Most of the time I can de-escalate angry customers very easily, but one time a few years ago was a doozy and I would have hung up on this customer if it weren't for the fact that Amazon did the conferencing. I actually heard the Amazon rep giggling in the background as this guy screamed at me and threatened to hunt me down if I didn't give him what he wanted. I stuck to Amazon policy and he didn't like it. *shrug*
Fortunately, that was a one-off incident and hasn't happened again.
Seller_XJk5RkDQR39p0
It's a trick, an attack. The moment you answer as to how, where, or when the item can be purchased, exchanged, etc. Your account is at risk.
I recently received an email from a "buyer" asking where else besides Amazon can an item be purchased. NEVER answer.
Even some phishing emails look like it's from Amazon, but upon close inspection, if you click on the email, something cryptic appears.
IMHO, if you sell pencils and the negative review says, ' not really a pencil" it's an attack.
The right tools to deal with any problem are refunds and returns, nothing else should be used to entertain the idea that someone did something illicit. because that opens the door to corruption. Why tempt people to denounce anything?
Seller_Dx0S3nyuJzIkC
according to amazon we are not supposed to have any apparently . These crooked MF's are holding my whole dispersement because i sent an email to a buyer telling him the "defective" return they sent back worked fine.
Seller_baiCQhOKKKL5e
Remember, when everything is going well with the customer, then it's Amazon customer. When there is a problem, it's your customer.
(We've been on Amazon for 14 years and have learned this well)
Seller_CRAHk6FHN1cLe
I would never answer or engage a customer on the phone. If I wanted to do that I would have my own website. Amazon's customer, Amazon's problem. Funny how they are Amazon's customers until it is inconvenient.
