How would you respond to this message
We received this message from Amazon Customer Service, which is laughable. They have to know sellers have nothing to do with payments, right? How would you respond? Note - I shipped it Monday and they received it yesterday (thursday). They signed for the package. I received this message this morning (Friday)
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product:
Order number:
Return requested: No
Reason for contact: Our valued customer call us about the XXXXX, they accidentally selected the card as payment method and they wanted use different card to pay this order. Kindly offer best resolution, if return is the best way to be refunded for the full amount kindly offer pick up service.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service"
How would you respond to this message
We received this message from Amazon Customer Service, which is laughable. They have to know sellers have nothing to do with payments, right? How would you respond? Note - I shipped it Monday and they received it yesterday (thursday). They signed for the package. I received this message this morning (Friday)
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product:
Order number:
Return requested: No
Reason for contact: Our valued customer call us about the XXXXX, they accidentally selected the card as payment method and they wanted use different card to pay this order. Kindly offer best resolution, if return is the best way to be refunded for the full amount kindly offer pick up service.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service"
12 replies
Seller_taqjsNJjXMVUz
@SEAmodAny advice on this one? Its odd CSBA us contacting ME for a resolution when payments are handled by Amazon only. Surely Amazon should handle this and not us? Im not going to refund this order just because they used the wrong card. Its been delivered with a signature. This isn't a valid refund reason, and the order is a high dollar amount. Can you please look into this?
Order number is 113-0781158-1222643
Seller_aEzr9PjpfpuxN
very simple you respond back:
Dear Buyer,
I am just the shipper and I have nothing to do with taking order or processing the orders. I am a third part seller. Amazon takes you order provides and payment info and process you order. once the order is processed they forward us the shipping information along with a shipping label and we ship the order. You need to take up you issue with Amazon directly. I'm sorry but there is nothing I can do on my end since I am just the shipper.
Best Regards,
Sammy
You can use this for many issues like change of address etc
Seller_TvaTXH61RRGLO
For payment related issues please contact Amazon Customer Service.
Seller_RClwXXLQjUdPk
This is not unusual for a customer service rep to ask for something ridiculous because they have no idea what Amazon policies or procedures are. Simply respond back through messaging (it goes to the buyer anyway) and let them know that you have nothing to do with payment methods and any issue would have to be dealt with by Amazon. I would also let them know that normally a payment method cannot be changed after the transaction has been completed.
Seller_3xZhfSUQsfek8
Isnt it insane that these messages still come to us? It proves their remote customer service is not trained to understand the processes and procedures of both Amazon and its 3rd party sellers. I would simply click, no response necessary.
Seller_P68PfqIf99lFA
Unfortunately to Avoid a hit on Metrics you will need to direct the customer on how to do a return through the transaction in their Amazon account. If you read that is what they are looking for as well as a prepaid label. It is in your best interest to do this and reply within the 48 hours. At the very least you will get your product back. If you do not respond Amazon may refund and let them keep the item as well as dinging your metrics. As a seller on Amazon you must accept returns for any reason.
Seller_caxg0X2SvxRpR
I don't think that the message really came from the Amazon Customer Service. I received similar format and way of messaging from a buyer. The buyer wanted a refund while they asked USPS to hold the package for pick up.
Buyer asked me what happened to her/his order. I told her/him that the tracking shows that USPS attempted delivery and that I will contact USPS to know what really happened. So I contacted USPS and the USPS station manager gave me a call the following day stating that they attempted delivery but the box was locked and the recipient called them to hold the package for pick up. The station manager even gave me a number that I can give to the recipient so he/she can call him if they have any question. So I messaged the buyer with what the USPS station manager said and next thing you know, the buyer responded with the following message:
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: (removed)
Order number: (removed)
Return requested: No
Reason for contact: Customer already contact usps multiple times and they did not give any answer, and customer decided to get a refund instead immediately , and no longer wanted to wait for thye item. Please response within 48 Hours if not we we will consider to file a claim.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service"
I did not respond to the message as I did not receive an official email from Amazon Customer Service but just a message through buyer-seller messaging channel. I clicked "No Response Needed" and reported that message. Reason for reporting is "The buyer is trying to defraud me". Besides, the spelling and capitalization of the messaging don't look professional.
He/She did not message me again. They filed an A-Z claim. Amazon granted the claim. My performance metrics didn't get hit. I messaged USPS requesting to return the package to the sender as the recipient has already received refund. I just received my package back.
