Amazon CS refunded customer on FBM order rather than directing customer towards A-Z INR
Hi, I noticed today that one of my most recent orders was marked as refunded. I did not authorize this refund, so I contacted seller support (Case 14796341251) who told me that the customer contacted amazon claiming the package wasn't delivered, and the CS agent gave customer a full refund (even though package was pictured delivered in the UPS proof of delivery).
I bought shipping with amazon buy shipping, and shipped and delivered within the respective dates. I am not signed up for customer service by amazon, so this should not have happened. CS agent should have directed buyer towards A-Z INR, which would not have cost me anything (according to buy shipping policy). Seller support recommended safe-T, but this should be an A-Z INR case. How can I get this figured out?
Amazon CS refunded customer on FBM order rather than directing customer towards A-Z INR
Hi, I noticed today that one of my most recent orders was marked as refunded. I did not authorize this refund, so I contacted seller support (Case 14796341251) who told me that the customer contacted amazon claiming the package wasn't delivered, and the CS agent gave customer a full refund (even though package was pictured delivered in the UPS proof of delivery).
I bought shipping with amazon buy shipping, and shipped and delivered within the respective dates. I am not signed up for customer service by amazon, so this should not have happened. CS agent should have directed buyer towards A-Z INR, which would not have cost me anything (according to buy shipping policy). Seller support recommended safe-T, but this should be an A-Z INR case. How can I get this figured out?
24 replies
Seller_DdmPiA1p1S2Wu
I've had it happen on occasion as well. Just one more thing we have to waste our time closely watching for so we don't get screwed.
Seller_s7F7fMBDtix0d
I wonder if 20, 30, 40 years ago if a customer ordered a package and it was shown as delivered, did companies automatically refund or send you a replacement like they do today?
The reason I ask is if a package has proof it was delivered, then the seller or company (i.e. Amazon) should be off the hook. You should file a police report and file an insurance claim. If I have a chair on my porch I bought from Target and someone steals it off my porch, I am not going to go to Target and ask them to replace it.
Also buyers have the ability to get the GPS coordinates of where a package was delivered. If it was misdelivered they can go to where it was delivered and retrieve it. I did this once for a package that was delivered 10 doors down from me.
I just think it is getting worse and worse and that people are taking advantage of this too (i.e. saying they didn't get it when the actually did).
Seller_awYU0oH8skccg
Automatic Refunds seem to be Trending...
Seller_R2dP7Hunjcdj0
CLEARLY this was a HUGE error by the Amazon CS Rep who SHOULD have simply filed an A-Z Claim on behalf of the Buyer, as has been done MANY times in the past.
IF the CS HAD followed proper policy, the Seller WOULD have been protected by the Amazon Seller Protection provided by their purchasing postage from Amazon and shipping On-Time.
Instead, the CS took it upon themselves to act, and they acted incorrectly and against Amazon Policy. IF Amazon wants to Refund a Buyer for any reason or no reason at all, they have they option to do so, but with AMAZON'S money, NOT the Seller's money!
It is BEYOND outrageous!
A Safe-T Claim will prove to be greatly disappointing, as it will almost certainly result in a SMALL FRACTION of the actual sale amount being restored to the Seller.
This needs to be ESCALATED so that this can be fixed. The fix is simple:
Amazon needs to Refund the Debited amount BACK to the Seller, and essentially Amazon-Fund the Claim of Item Not Received, as WOULD have occurred IF the CS had followed proper procedure.
Why this upsets me so much is, if this can happen to ONE Seller, it can happen to ALL Sellers!
I hope this works out for you! Keep us informed.
Seller_7iQjFTabKHqyC
we have started to advise cx who email us with these issues. To go on their Amazon account, go under orders, select the appropriate order and Go Under Returns and indicate not received. We usually add a note that we did mean returns who knows why Amazon thinks this is logical.
It seems to automatically check where the shipping was purchased, refund the buyer and no having to involve seller support or Saf-T claims is great.
Seller_awYU0oH8skccg
Its hard to tell if AZ has Given a Refund or Not... Often its pending return of the item...
If AZ has Given a refund without notice to seller That's an Issue...
You Can't Tell if the Refund has been Given or Not.
Seller_R2dP7Hunjcdj0
I always keep multiple Amazon tabs open, including the Payments page.
Checking this page daily WILL show you when anything has been debited against your account, including a refund. You can see the order refunded and be able to investigate.
I also recommend keeping the following tabs open and checking them regularly:
Seller Central Page, Business Reports (sales), Payments, Returns pending, Inventory, Account Health, A-Z Claims, Chargeback Claims, Feedback, and Manage Sales.
By keeping these tabs open regularly and checking them habitually, you can stay on-top of everything that occurs to your Amazon account, the good AND the bad.
For example, I believe it ALWAYS pays to reply to Amazon as soon as you see an A-Z Claim is issued, even though Amazon tells you that you need not act yet. Responding immediately helps to prevent erroneous decisions that will have to take time to appeal.
Just the way we do things. Hope it is helpful to other Sellers.
Good Luck!
