Can someone explain to me seller filled late delivery policy
Can someone clarify for me what the policy is on the following. I have a merchant filled order that was ordered on 12-1 with a ship by date of 12-4 and amazon set the deliver by date as 12-7. Customer got the order on 12-8 by USPS ground advantage. On 12-13 Customer contacts amazon about late order and Amazon messages me on customers behalf stating that the order was delivered late and I am to refund the customer.
Is this true per Amazon policy that the customer is allowed to do this with seller shipped orders to get a full refund and keep the product too?
Can someone explain to me seller filled late delivery policy
Can someone clarify for me what the policy is on the following. I have a merchant filled order that was ordered on 12-1 with a ship by date of 12-4 and amazon set the deliver by date as 12-7. Customer got the order on 12-8 by USPS ground advantage. On 12-13 Customer contacts amazon about late order and Amazon messages me on customers behalf stating that the order was delivered late and I am to refund the customer.
Is this true per Amazon policy that the customer is allowed to do this with seller shipped orders to get a full refund and keep the product too?
4 replies
Seller_7LrAV0m5llaI7
No, it's not true.
I approve their return request, that's it. They don't get to keep it for free. They can return it if they no longer want it.
Seller_DdmPiA1p1S2Wu
The agent just passed along what the buyer stated, to issue them a refund. It is no different than if they messaged you directly telling you to refund them. They likely went through the agent to make it seem more official, but it is not. Just message them that they can return the item if they no longer need it for a refund. You will need to issue them a full refund and eat the return shipping costs since the package was delivered a day late in the event that they do follow through and return it.
Quincy_Amazon
Hello @Seller_rbNDDLLvX3lwu
Thank you for posting your inquiry to the Forums.
To echo what other members of the community have advised, you can contact the the buyer via buyer-seller messages to request that the buyer opens a return request.
If you are enrolled in the Prepaid returns for seller-fulfilled orders program, then Amazon will provide the customer with a prepaid return shipping label on your behalf through Buy Shipping services.
Once you receive the item back, you can review and charge a restocking fee as needed based on the guidelines provided here depending on the condition of the return.
Regards,
Quincy_Amazon
