Refund is not going through - it's being deleted or cancelled somehow.
TLDR: I'm processing a partial refund in accordance with Amazon policies, but Amazon won't refund the customer.
A customer returned a thoroughly stained and filthy item to us and his return reason was "looks used". We documented the damage (severe rust stains, paint, and grime/sand/dirt), recorded the missing parts (no inserts, no packaging, missing accessories) and issued the appropriate partial refund via the returns window on Amazon (and relevant photos were uploaded). We sent a followup to the customer with additional photos of what we received and an explanation of the refund. This is standard policy for us, and it closely follows Amazon return guidelines.
Customer replied to us and stated he was informed he would get a full refund and not to worry about our message, but he was still worried. We have no idea who told him that, or where he saw it. All of our communication has taken place via Amazon messaging, and we never told him he would get a full refund. In fact, we very clearly indicated he would be getting a partial refund due ot the severe damages rendering the product unsalable and non-refurbishable for even our secondary marketplaces under "used" condition.
Here's the problem. The refund stays in pending status for an hour or so, then disappears. No refund is issued. I have processed this partial refund 5 times now. Always the same pattern - it hangs, then disappears. Is it possible this guy has a "friend" who is deleting the refund internally? We've never had this issue happen before.
Mods - here is my case ID with screenshots showing date/time stamps of pending refund and refund disappearing. I have attempted to re-process it again so right now it says pending, but give it a few hours - it will disappear. Case ID: 14428299181
I am concerned that he *will* get a full refund, out of our pocket, due to the refund constantly being "cancelled/disappearing/not processing" and we will be stuck with that loss. Not a cheap item - value is $200ish. I've already paid for shipping to customer, and return postage for something I have to discard so already eating a loss as it is.
@SEAmod can you take a look and escalate please?
Refund is not going through - it's being deleted or cancelled somehow.
TLDR: I'm processing a partial refund in accordance with Amazon policies, but Amazon won't refund the customer.
A customer returned a thoroughly stained and filthy item to us and his return reason was "looks used". We documented the damage (severe rust stains, paint, and grime/sand/dirt), recorded the missing parts (no inserts, no packaging, missing accessories) and issued the appropriate partial refund via the returns window on Amazon (and relevant photos were uploaded). We sent a followup to the customer with additional photos of what we received and an explanation of the refund. This is standard policy for us, and it closely follows Amazon return guidelines.
Customer replied to us and stated he was informed he would get a full refund and not to worry about our message, but he was still worried. We have no idea who told him that, or where he saw it. All of our communication has taken place via Amazon messaging, and we never told him he would get a full refund. In fact, we very clearly indicated he would be getting a partial refund due ot the severe damages rendering the product unsalable and non-refurbishable for even our secondary marketplaces under "used" condition.
Here's the problem. The refund stays in pending status for an hour or so, then disappears. No refund is issued. I have processed this partial refund 5 times now. Always the same pattern - it hangs, then disappears. Is it possible this guy has a "friend" who is deleting the refund internally? We've never had this issue happen before.
Mods - here is my case ID with screenshots showing date/time stamps of pending refund and refund disappearing. I have attempted to re-process it again so right now it says pending, but give it a few hours - it will disappear. Case ID: 14428299181
I am concerned that he *will* get a full refund, out of our pocket, due to the refund constantly being "cancelled/disappearing/not processing" and we will be stuck with that loss. Not a cheap item - value is $200ish. I've already paid for shipping to customer, and return postage for something I have to discard so already eating a loss as it is.
@SEAmod can you take a look and escalate please?
Seller_8ESHZD3bXlVUv
Update - The refund appears to have gone through and stuck.
@SEAmod Thank you for your help Susan! If you would please kindly request from your devs a way to ensure that these types of refunds are always accepted? Why shouldn't I be able to give customers a refund if I want to? I always provide proof of the issue to back up any deduction I make - and any good seller should be doing the same. If the customer disagrees, they still have recourse via A to Z that would bring human eyes onto the situation.
Also - as others have pointed out - maybe it was an issue with payment method validity. Perhaps if the customer's payment method is invalid at the time a refund is issued, maybe just let the refund amount sit on the Amazon users account in the form of an Amazon credit.
13 replies
Seller_8ESHZD3bXlVUv
I should also add that we only sell this item as NEW on Amazon, (factory sealed) and have packing cameras that can show the condition of the item we packed. We are Merchant fulfilled for the item this customer purchased.
SEAmod
Hello @Seller_8ESHZD3bXlVUv
Thank you for visiting the seller forums. You have provided information I can share with the business team for investigation. Also, thanks for highlighting the additional posts about the same issue. I will update you here.
Seller_h3xQTgX8DSlh5
We had this exact same issue with a problematic return/refund several months ago. In our situation, the buyer first claimed that they no longer needed the item, then later changed their reason as 'received damaged' in order to avoid getting charged for return shipping. Customer returned item without any padding, which arrived very damaged when we received the return. When we tried to charge the restocking fee according to amazon's policy, the refund would not process. We attempted several more times, each time it would confirm that a refund was pending, then shortly afterward it would disappear without any communication from amazon. Eventually we issued a full refund out of frustration, which was accepted, even though the returned item was unsellable. We were out $300.
We believed at the time that these types of partial refunds are reviewed manually by amazon employees, and that perhaps there is a monetary threshold amount that triggers a manual review. It is also possible that our customer contacted amazon directly, and the transaction was somehow flagged.
It was very frustrating trying to sort out the situation without any communication from amazon as to what was happening.
Seller_8UYHnTIxJNqVK
I had the same issue. The customers payment method may now be invalid due to expiring or canceled card. The customer returned her item no issues and explained she had a theft issue so her card changed and needed to be refunded via check. I don't know how hat works exactly but there might be a issue with your customers payment method
Seller_GadA3HeUIWJ3J
Exactly the same thing has happened to me several months ago every time I charge restocking fee due to fraudulent switched electronic devices returns that I could demonstrate. There was a case in which I had to attempt the refund for 10 times; finally it went though after that.
These fraudulent return cases have been increasing and every time is harder for me to deduct the restocking fee. It seems that AMZ is protecting the scammers.
