Replacement order - Amazon not helping
We sold an item where the manufacture or another reseller noted the wrong model # for an item. Buyer requested a replacement to ship the other item and we shipped it. This was the first replacement order we made and buyer asked for an update about the refund of the wrong item and original order, we got confused and by mistake refunded to buyer the original order, meaning buyer got the item for free since the replacement order is for $0. Tried many many times to get help from Amazon and asking to call this buyer to authorize the recharge. After some conversations with the buyer he said he was also confused (which we are not sure this was the case, we believe he wanted to confused us asking about the refund) but then he said he understood and he doesn't know how to contact Amazon to get this fixed. We sent the link to the buyer, he didn't respond for a while and then we sent him again and replied to us abruptly. We know we made a mistake with this new Amazon feature, mistakes can happen but we do ask help from Amazon. Order 112-9497519-7012239. Thank you.
Replacement order - Amazon not helping
We sold an item where the manufacture or another reseller noted the wrong model # for an item. Buyer requested a replacement to ship the other item and we shipped it. This was the first replacement order we made and buyer asked for an update about the refund of the wrong item and original order, we got confused and by mistake refunded to buyer the original order, meaning buyer got the item for free since the replacement order is for $0. Tried many many times to get help from Amazon and asking to call this buyer to authorize the recharge. After some conversations with the buyer he said he was also confused (which we are not sure this was the case, we believe he wanted to confused us asking about the refund) but then he said he understood and he doesn't know how to contact Amazon to get this fixed. We sent the link to the buyer, he didn't respond for a while and then we sent him again and replied to us abruptly. We know we made a mistake with this new Amazon feature, mistakes can happen but we do ask help from Amazon. Order 112-9497519-7012239. Thank you.
3 replies
Danny_Amazon
Hello @Seller_DaCjkwDJdjDbv! Thanks for posting!
I am sorry to hear about the refunding of the incorrect order here. I can confirm that our support teams cannot reach out to customers. Unfortunately, your best option in this scenario is to reach out to the buyer and:
- Request they return the item, though there is no way to compel them to do so, or
- Ask they contact Amazon to confirm they are willing to be retrocharged for the order due to the mistake.
You may find these communication guidelines helpful when engaging the buyer to make the requests!
