Prime Order Refund question..... because Amazon don't seem to know!
Received a return of a Prime Order.
Item is not the item we sold to the customer.
Customer insists they did return the correct item and the parcel must have been tampered with (Amazon EVRI label return)
Parcel shows no evidence of tampering.
Seller Support insist I should refund the customer and they guarantee a SAFE-T claim will be granted. I question this several times as it doesn't seem right. They insist.
I refund customer and am unable to submit SAFE-T claim, as I expected.
I question Seller Support and refer them to their OWN transcript.... As usual, the case reply is vague and asking me to read links they attach.
Please could someone advise the correct protocol in this scenario?!
I thought if I left it, the customer would continue to kick off and I'd end up with an A-Z...
Prime Order Refund question..... because Amazon don't seem to know!
Received a return of a Prime Order.
Item is not the item we sold to the customer.
Customer insists they did return the correct item and the parcel must have been tampered with (Amazon EVRI label return)
Parcel shows no evidence of tampering.
Seller Support insist I should refund the customer and they guarantee a SAFE-T claim will be granted. I question this several times as it doesn't seem right. They insist.
I refund customer and am unable to submit SAFE-T claim, as I expected.
I question Seller Support and refer them to their OWN transcript.... As usual, the case reply is vague and asking me to read links they attach.
Please could someone advise the correct protocol in this scenario?!
I thought if I left it, the customer would continue to kick off and I'd end up with an A-Z...
0 replies
Seller_ZJhFeE3tNKzfh
if it was prime (I assume Seller Fulfilled Prime) order, then you shouldn't have got involved in the refund full stop.
All Prime orders (either FBA or SFP) amazon deal with customer services/refunds. The whole process is noted here.
It is accurate that should YOU refund - then you are unable to open a Safe-T Claim. I doubt you will get anywhere with seller support at least in trying to pursue them with their own transcript.
Depending on your fortitude, you might want to try emailing managingdirector@amazon.co.uk with your grievance, or just chalk it up as an amazon learning experience.
Seller_GK5kQEXpZI6fr
The old 'switcheroo'. Happens to us all the time.
You need to open a case with seller support with photographic evidence.
State it is a 'Shipping Removal Reimbursement Request'
Seller_FjZa2rknr164p
Just to confirm a few points SFP orders can not have a-z claims opened as SS are responsible for CS.
Only fauty item and not as described will be refunded on first scan by the amazon return process so you then have the option of a safe-t claim to be opened as Amazon refunded the buyer.
if I get a normal return back with a switch or damage I leave it and let the buyer get in touch with SS for a refund that way the return is eligible for a safe-t claim as as Amazon refunded the buyer, if the buyer is trying to knock you it no harm done if they have to chase up the refund.
Seller_vNGUliyBfm8re
have you contacted the buyer? and told them you'll report this to the police should the actual items not be returned or you are reimbursed etc
Winston_Amazon
Hello @Seller_FxlD6ypUczrN2,
Thanks for the thread, you got a lot of great replies here, can I ask what happened in the end?
