Cannot Issue Refund to Customer
It has been weeks trying to issue a refund for order 113-9014514-1925826. Every time we try we get "System Error
There was a system error. Please try again in 15 minutes." Again, it's been doing this for weeks. The customer is now threatening us.
Amazon Chat isn't helpful, they tell me to try a different browser. Why can't Amazon manually issue the refund when we request it?
Cannot Issue Refund to Customer
It has been weeks trying to issue a refund for order 113-9014514-1925826. Every time we try we get "System Error
There was a system error. Please try again in 15 minutes." Again, it's been doing this for weeks. The customer is now threatening us.
Amazon Chat isn't helpful, they tell me to try a different browser. Why can't Amazon manually issue the refund when we request it?
0 replies
SEAmod
Hello @Seller_H9hKKahqnQQqI
There is an issue with the charge and refund for this order that I have not yet pinpointed. You asked the buyer to file an A-to-z claim, which may resolve the refund problem. I will also raise an escalation.
Susan
It has been weeks trying to issue a refund for order 113-9014514-1925826. Every time we try we get "System Error
There was a system error. Please try again in 15 minutes." Again, it's been doing this for weeks. The customer is now threatening us.
Amazon Chat isn't helpful, they tell me to try a different browser. Why can't Amazon manually issue the refund when we request it?
SEAmod
Hi @Seller_H9hKKahqnQQqI
Case 15848778881 was opened to address the issue with your inability to process a refund for Order 113-9014514-1925826. The case has since closed. I will work to reopen it if you provide me with the information requested in the last outbound message, quoted below:
"Hello from Amazon.com,
My name is Felisa from Amazon Seller Support and I am reaching out to you regarding your post to Amazon Seller Forums related to Case ID: 15793209601 for support in refunding buyer order ID 113-9014514-1925826.
After reviewing the details of your concern, I need additional information to troubleshoot the issue you encounter when attempting to issue a refund for the concerned order.
Please confirm if the item shipped and if you have received it back, or do not require its return. "
Best regards, Susan
P.S. I noticed the buyer requested you issue a check from your business account. Do not proceed with this request, as Amazon's system has safeguards in place to prevent improper refunds. There seems to be an issue with the original payment method, causing the refund process to fail.
SEAmod
Hi @Seller_H9hKKahqnQQqI
I want to ensure you received my previous message as it may have been nested in the conversation. Please confirm if the item has shipped and whether you need it returned or not. Post your reply in Case 15848778881. Another team has been looped in from Selling Partner Escalations, so providing the confirmation will help move this forward. I will follow up if no further action occurs after your reply.
Thanks, Susan
SEAmod
Hello @Seller_H9hKKahqnQQqI
I checked on your Case. I see that without any response to their request they have closed the case. If you have the requested information at some point in the future, create a new case using the current case ID (15848778881), as reference, and we will revive our effort to help you with your issue.
