Customer asking for a refund using another payment method
Hi,
We have a customer asking for a refund but wants to change the payment method where the refund will be issued because her original card's been replaced already.
As we have no control where her refund is going, we recommended for her to contact Amazon customer support to get the refund and adjust the payment method where the refund will go but she said Amazon customer support wasn't helpful to her.
How can we refund this customer?
Customer asking for a refund using another payment method
Hi,
We have a customer asking for a refund but wants to change the payment method where the refund will be issued because her original card's been replaced already.
As we have no control where her refund is going, we recommended for her to contact Amazon customer support to get the refund and adjust the payment method where the refund will go but she said Amazon customer support wasn't helpful to her.
How can we refund this customer?
2 replies
Seller_kIukTwdhvntAp
"How can we refund this customer?"
You can't and doing anything to refund them 'off site' can result in your account being suspended.
Tell them one more time that AMAZON handles all the money items and you have no control over what they do.
THEN start marking any further messages as 'no response needed' and report the messages as abusive and an attempt to circumnavigate Amazon policies.
Dougal_Amazon
Hello @Seller_oqKUy11QT3tE1,
My name is Dougal from the Community Manager Team and yes, Most refunds are issued based on the payment method used at the time of purchase (reference Refunds FAQ help page).
If you are connecting with the customer via buyer-seller messaging, it may be worth opening a seller support case to route the case accordingly to potentially further assist the buyer, but I agree with @Seller_kIukTwdhvntAp - keep everything on official channels.
Please let me know if you have any other questions.
best, Dougal
