Amazon and their customers can go ........
Message from Amazon telling us to refund this customer -
_________________________________________________________
Here’s a description of the issue:
Product: XXXXXXX
Order number: 206-XXXXXX-XXXXXXX
Return requested: No
Reason for contact: One of our valued customer contacted us because the order hasn't arrive, now it says expected to be delivered by August 23 which is previously expected to arrive on Tuesday, August 20, since this is no good for our mutual customer, we would like you to refund this order. Thank you.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
__________________________________________________________
I simply said: "No. I will refund if and when the parcel is returned to us."
And, this is after the Customer had already sent this message:
___________________________________________________________
I should have received this today as you can see you can keep it now I don’t pay Amazon prime for this level of service I will be wanting a refund , abysmal service
___________________________________________________________
And had already left us this feedback with 1 star -
___________________________________________________________
"Dreadful service ; these people use Yodel delivery service , as such you will either not receive your order or it will be late ; you have been warned"
____________________________________________________
Is this what we are supposed to put up with to sell on amazon? I've had a few shocking customers over the years but I'm just not going to take this because amazon say i should. His parcel is late, true, but is scheduled for delivery 4 business days after order was placed. It isn't amazon prime so it is nothing to do with that service. I pointed this out to him in a message and informed him that he had the option for faster delivery but chose the standard, slower, free delivery.
I also responded to his feedback, I guess if he can say what he likes, even bordering on libel, then I can say what I like too:
"Dreadful that you had to wait for this. It was shipped next day after order was placed and took a whole 4 business days to reach you. I'm sorry we ruined your life."
Amazon won't like it I'm sure, but if they won't offer sellers protection from constant fraud and scams, and then ridiculous customers like this, then they can all go.....
Amazon and their customers can go ........
Message from Amazon telling us to refund this customer -
_________________________________________________________
Here’s a description of the issue:
Product: XXXXXXX
Order number: 206-XXXXXX-XXXXXXX
Return requested: No
Reason for contact: One of our valued customer contacted us because the order hasn't arrive, now it says expected to be delivered by August 23 which is previously expected to arrive on Tuesday, August 20, since this is no good for our mutual customer, we would like you to refund this order. Thank you.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
__________________________________________________________
I simply said: "No. I will refund if and when the parcel is returned to us."
And, this is after the Customer had already sent this message:
___________________________________________________________
I should have received this today as you can see you can keep it now I don’t pay Amazon prime for this level of service I will be wanting a refund , abysmal service
___________________________________________________________
And had already left us this feedback with 1 star -
___________________________________________________________
"Dreadful service ; these people use Yodel delivery service , as such you will either not receive your order or it will be late ; you have been warned"
____________________________________________________
Is this what we are supposed to put up with to sell on amazon? I've had a few shocking customers over the years but I'm just not going to take this because amazon say i should. His parcel is late, true, but is scheduled for delivery 4 business days after order was placed. It isn't amazon prime so it is nothing to do with that service. I pointed this out to him in a message and informed him that he had the option for faster delivery but chose the standard, slower, free delivery.
I also responded to his feedback, I guess if he can say what he likes, even bordering on libel, then I can say what I like too:
"Dreadful that you had to wait for this. It was shipped next day after order was placed and took a whole 4 business days to reach you. I'm sorry we ruined your life."
Amazon won't like it I'm sure, but if they won't offer sellers protection from constant fraud and scams, and then ridiculous customers like this, then they can all go.....
0 replies
Seller_76AUwmqvSyRIM
Some customers expect everything they buy from Amazon to be next day delivery and ignore or don't look at estimated delivery dates when ordering. You need to manage their expectations.
And always ignore the "instructions" given to you by Customer Services.
Seller_cjMmmodK3cAUd
As a seller we must unite together make a union of ourselves. All the sellers from U.K should stop selling on amazon for 1 week then amazon will understand the value of sellers.
Seller_CbwHzxtZ0WP5C
I had an almost identical situation the other day. Did you know you can go to Yodel's Live Chat service and ask them to return the order to you? It will take a couple of hours to show on the tracking that the request has gone through (it says it is undeliverable, being returned to sender), then you can refund the customer. If you booked through a 3rd party, don't use their live chat - use yodel dot co dot UK. If the live chat isn't available then the option won't show. I think it's bottom right on the tracking page.
In my case, the order was due on the 20th August. By the 19th August, Yodel had made 2 delivery attempts and the customer had contacted me several times and Amazon 5 times (!) demanding compensation. Apparently, Amazon had promised delivery on the 16th in 1 box with another order. Impossible since I am FBM. Again, a standard delivery, not Prime. I requested for Yodel to return the order to me, then refunded the customer in full. I knew that otherwise, the customer would end up with the item AND a refund from Amazon. I risked a bad feedback, but in your case, you already have a bad feedback...
Seller_V34vA9hfLDvlc
if your using yodel your going to get complaints as they are not quick
Seller_d8YGbIjNqwFxn
To be fair if a parcel is late then you always get someone moaning about the delivery service you use.
You would surely have tracking on a Yodel item and you could email the customer and tell them where the parcel is and when it is likely to arrive. You could ask them to wait and return the item when they receive it if it is still late. It may still go to an A-Z but not necessarily.
Your job here is not necessarily to refund but manage your customers expectations as when they would likely receive the parcel. I think just saying you will refund it when the parcel returned to us is not helpful to the customer.
I don't think Customer services should be sending messages like that though. But Amazon is very customer centric and will pass on whatever message the customer gives them.
Seller_HwaQlgFnhSuGS
I tend to reply to these messages as if I am writing to Amazon themselves, even though I know that when you reply to Amazon's message it goes direct to customer not Amazon.
I tend to be polite, quote policies and 'advise Amazon' (even though it is the customer that is reading it) of the surrounding facts. If the customer has made unreasonable requests/messages I ask that they look into the communications in line with Amazon customer policies and policies surrounding the use of the messaging service.
I rarely, if ever, get a follow up.
Seller_CJAn9FclIoBJn
As per other advice.
If the customer spoke to Amazon CS and said I want Santa Claus and all his little helpers to bring me a new product from the seller as I do not like this one. Thats exactly what Amazon CS would send to you in a message.
Ignore these messages (or do not take them literally) they are just a transcript - you can reply though (and should reply) based on the policy and what you are or are not going to do.
We had one today saying the customer wants a collection as her pets would not like it (the product).
Total nonsense - we just replied factually on the basis that collection does not form part of the Amazon buying process. If you require a refund please follow the returns procedure on your dashboard assocuated with your order. You will probably be able to download a return label.
We have these nonsensical messages semi frequently you have to answer based on policy not just what CS is relaying to you.
Many customers think that everything on Amazon is a Prime order but thats another topic!
Seller_PAoOCZ5pKszVP
i honestly reply to customers in the same way. I think most fair customers would appreciate your honesty and see how unfair the review is. We should all do it. I have been told off by amazon before because of one of my replies, but i don't care. I would rather move off the platform rather than be scammed or taken advantage of by customers who 'abuse Amazon's generosity towards customers'. Amazon needs to treat us as customers also.
Well done you.
Seller_idCSjD35wINVo
I have to add, I'm quite annoyed at being scammed over the years and amazon handing my money out to thieves time and again. The biggest one I had was a customer making 17 A-Z INR claims in one day for 17 orders shipped to 17 different people from one end of the country to the other. A dropship scammer who copied our listing and sold the item on ebay at double the price and then claimed all 17 orders back from us on amazon, who saw absolutely nothing suspicious in 17 INR claims in one day.
Then customers expectations are getting ever more ridiculous week by week which as most of us have experienced is totally frustrating and time wasting.
This particular customer was told it would arrive on tuesday, then it was delayed until thursday and that was clearly apocalyptic to him.
My brother passed away from cancer 2 weeks ago. It was treatable and initially it seemed the prognosis was good. The delay in waiting for the scheduled treatment to start unfortunately allowed time for complications to set in. His treatment never got started because of complications and the cancer spread and took him far to young. Resources are scarce so there are waiting lists. We are taxed every direction and charged fees for everything. Some companies though avoid paying tax any way they can. No wonder resources are scarce and delays occur.
That wait for treatment is a delay that matters, for so many people; waiting an extra 2 days for a parcel is insignificant.
The parcel itself was received on the thursday and as I expected the customer no longer wants it and has made a return request. It is apparently shipped and on its way back to us. Unfortunately the customer doesnt know how to play that game correctly and made a return request with no reason given and therefore they are liable for return postage costs. 😁
Seller_MT8rt0A2OpbCx
This seems to be an example of where Amazon (the customer focused company) are letting their customers down and not carrying out their promise, and it's all the third party sellers fault.
After all, if a Prime member pays their subscription, they rightly expect next day delivery. It's part of the agreement. Essentially the delivery upgrade is pre-paid from the subscription. However, the seller sees nothing of this pre-payment, so should not be expected to upgrade the delivery. The customer is mostly unaware that many of the items are sold by third party sellers.
What should happen, to give the best customer service to paying prime members, is that Amazon pay some of the pre-paid subscription to the seller to upgrade the delivery for that order to next day.................................
Sorry, just got distracted by a flying pig !!!! 🐖
Or, at least a big pop-up box saying the order is from one of Amazon's highly valued and trusted 3rd party sellers, who do not benefit from the prime subscription, and will be delivered outside the Prime timescales, unless an upgrade is added to the order for £x.xx 🐖
