Buyer PRETENDING to be Amazon CS in message - how to handle?
A buyer is PRETENDING to be Amazon Customer Service in a message to us, essentially asking for an out-of-policy refund. I reported the email as suspicious, but do we need to do anything else, like open a case?
This is a new one on us, and in hindsight I think they may be (also out-of-policy) drop-shippers.
(If you don't know, would you PLEASE UPVOTE this post to help attract Mod attention? Thank you!)
Buyer PRETENDING to be Amazon CS in message - how to handle?
A buyer is PRETENDING to be Amazon Customer Service in a message to us, essentially asking for an out-of-policy refund. I reported the email as suspicious, but do we need to do anything else, like open a case?
This is a new one on us, and in hindsight I think they may be (also out-of-policy) drop-shippers.
(If you don't know, would you PLEASE UPVOTE this post to help attract Mod attention? Thank you!)
0 replies
Seller_qTJiCxRI8PpIZ
This is a sticky situation. What exactly were they asking you to do as far as the refund goes? Depending on the situation, if it is not an expensive item, it may be best to refund them and take the metrics hit rather than get hit with an A-Z for refusing to.
Seller_OvL8C4BJWiuS9
Is it past 90 days? if so, they shouldn't be able to file an A-Z claim.
SEAmod
Hi @Seller_nEbgEc6qGTh4J
Is this message in your buyer/seller messages? If so, I will take a look and report it.
Thanks, Susan
Seller_keSnEDesLFVwv
What Amazon does not tell you is that often their CS reps forward messages without editing or even looking at the content.
So you may receive messages that have a legitimate Amazon email address, but contain content that Amazon does not endorse. Indeed, in many instances the message may contain content that is directly in conflict with Amazon policy, but the feckless employees pass it along anyway.
Nonetheless, you should not ignore such emails. The best action is often to quote Amazon policy in your reply.
Seller_rMl5YA3AZSVeQ
Can you post the message? Just curious....
Seller_hZlWagzEXNMRm
lol, it IS customer service, you just don’t know any better
Seller_y3hn3dPwKC7L6
[Moderator edit: removed inappropriate and off topic post]
Seller_TvaTXH61RRGLO
Probably it is Amazon CS. They act as translators. Customers call and they send you a message. Just answer to the customer in a professional manner and explain the order is out of the return window.
Seller_3f5HRuLsKFxRK
I'm sorry about this issue.
Amazon's customer-centric policy gives unlimited power to the customers and none to the seller; so, although the request is out-of-policy, if you do not accept it, the customer can leave bad feedback for your store or a terrible review for your product, and, as a seller, you cannot do anything. Take this into consideration because a bad review can cost a lot.
