Item shipped and delivered on time
I have a customer who got a refund from Amazon and was able to keep the item. She used the word "late." in her request. However, the seller sent the package on time and it was delivered at the beginning of the delivery window.
It's been at least one week and Amazon support has not replied. Who knows maybe I got the policy wrong. Maybe the customer has the right to keep the item with a refund even though it was sent to her on time and recieved on time.
Item shipped and delivered on time
I have a customer who got a refund from Amazon and was able to keep the item. She used the word "late." in her request. However, the seller sent the package on time and it was delivered at the beginning of the delivery window.
It's been at least one week and Amazon support has not replied. Who knows maybe I got the policy wrong. Maybe the customer has the right to keep the item with a refund even though it was sent to her on time and recieved on time.
22 replies
Seller_OvL8C4BJWiuS9
Did Amazon refund out of your pocket? There is a difference.
Seller_0rXAME9V4LQSx
Don't forget that "customer satisfaction" trumps any other amazon rule when its your money and product they are giving away.
Michelle_Amazon
Hello @Seller_AZPQ9actRojyX,
Michelle at Amazon here. I understand that you have questions regarding a refunded order. Can you please provide me with the Order ID or Case ID you have for this issue so I can take a look?
Looking forward to hearing from you!
Regards,
Michelle
Seller_1ZjQmvBmVkYSs
what the customer meant is it was lateR than they wanted, which was next day delivery when they paid for standard shipping on a Saturday…
Seller_oDXVaydIpi3Hi
THIS is the stuff the FTC should be looking at. No other platform steals your money for verified delivered items.
Seller_eLRuF4SRU0faP
This has happened to me recently too a few times on FBM orders. Here's my advice for FBM if you used buy shipping:
File a safe-t claim with picture of proof of delivery attached and make sure to say that issues with delivery should be covered out of amazon's pocket, not yours, and that the refund was not authorized by you but by a CS agent.
You can even quote amazon's policy, which states: "If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate."
Seller_y79MQHIY0I76X
We get this all the time and there isnt much you can do. Amazon is 100% pro customer and -487% seller support. I wish there was more of a vetting process to these types of returns. There can easily be some sort of program or coding to recognize that the items were delivered within the stated time frame or questions asked to the buyer before approving the return. IE, did the item show up between these dates and if the customer lies, which can be proven or disproven by tracking info, the customer should receive a hit or report on their account.
