Recharge / Opening a case
I refunded a buyer but now the parcel has been delivered (delayed international parcel to the Netherlands). I’m trying to get a recharge but just received:-
“Hello, We’ve been contacted by one of our mutual customers regarding an order placed with you. Below is the information provided by the customer: Order number: 205-9305167-2271517 Item: Guderian: Panzer General (Greenhill Military Paperback S.) Reason for contact: Returns & Refunds Details: Customer want to return the refund as earlier it was refunded to him as it was not delivered, now the customer has received the item and want to give the refund back. Please contact the customer as soon as possible. To respond to this customer, please reply to this e-mail or visit your seller account at the following link: [link removed] We hope you’re able to work this out with this customer. Sincerely, Customer Service Department”
I need Amazon to recharge this (agreed with customer), so don’t understand this email.
Now I’m being very 50-something Old School Booksellerish and can’t work out how to open a case with Seller Support (going round in circles). Any help much appreciated. Sorry, I feel very old…
Thanks, Chris.
Recharge / Opening a case
I refunded a buyer but now the parcel has been delivered (delayed international parcel to the Netherlands). I’m trying to get a recharge but just received:-
“Hello, We’ve been contacted by one of our mutual customers regarding an order placed with you. Below is the information provided by the customer: Order number: 205-9305167-2271517 Item: Guderian: Panzer General (Greenhill Military Paperback S.) Reason for contact: Returns & Refunds Details: Customer want to return the refund as earlier it was refunded to him as it was not delivered, now the customer has received the item and want to give the refund back. Please contact the customer as soon as possible. To respond to this customer, please reply to this e-mail or visit your seller account at the following link: [link removed] We hope you’re able to work this out with this customer. Sincerely, Customer Service Department”
I need Amazon to recharge this (agreed with customer), so don’t understand this email.
Now I’m being very 50-something Old School Booksellerish and can’t work out how to open a case with Seller Support (going round in circles). Any help much appreciated. Sorry, I feel very old…
Thanks, Chris.
0 replies
Seller_EJIX7rqDNQJi2
Unfortunately, as you can see, it is very common for Amazon to forward you the buyer’s request like this, instead of recharging their card.
In such case, I often have to arrange a different solution with the buyer, for example advising them to place a new order which won’t be shipped but used as a compensation for the refunded purchase.
Seller_hC0hNVDuILaKO
What the customer is supposed to do, if he can manage to, is to phone in to Amazon customer service [not email] with his order number and request a card recharge.
The customer needs to have the patience to explain that they want the rep to arrange this and not simply forward a message on to you.
If this does not work then the option to have the buyer place a dummy order is there, but be aware this is obviously against policy.
Opening a case is unlikely to get you anywhere, however you can do it by going to
https://sellercentral.amazon.co.uk/cu/contact-us?ref_=id_contactus_shel_xx
Click “Selling on Amazon”, type anything in the box and hit “Get help”, then select "Your account, then “other account issues”
[NOT “other issues” which is the box under “Your Account”]
Now you can type your message.
Easy isn’t it? 
Seller_sFEUMUfeW5484
I feel your pain, got one right now, buyer ignoring me now though. One big rip off, well done Amazon.
