Amazon needs this time to help a buyer
Buyer placed a replacement order at no charge, we asked the buyer to use our own label to return the defective item. We shipped the replacement and buyer shipped the item back. Until here all OK. Few weeks later Amazon charged the buyer for the replacement since he didn't use their label to send the item back. We asked buyer to contact Amazon to get a refund for the extra charge and they are denying his requests. He also filled an A-Z claim, we replied there we agree to refund the buyer for the extra charge and not from the original transaction. The funds for the extra charge are in the Amazon's pocket, not with us. We also tried to contact customer service and nothing. Amazon reps, please help buyer here. Order 113-0188749-7354673.
Amazon needs this time to help a buyer
Buyer placed a replacement order at no charge, we asked the buyer to use our own label to return the defective item. We shipped the replacement and buyer shipped the item back. Until here all OK. Few weeks later Amazon charged the buyer for the replacement since he didn't use their label to send the item back. We asked buyer to contact Amazon to get a refund for the extra charge and they are denying his requests. He also filled an A-Z claim, we replied there we agree to refund the buyer for the extra charge and not from the original transaction. The funds for the extra charge are in the Amazon's pocket, not with us. We also tried to contact customer service and nothing. Amazon reps, please help buyer here. Order 113-0188749-7354673.
0 replies
Seller_4zBzdtgCyS9EI
You made a mess of things, going outside of Amazon to provide a return label.
Your math is off too. The money the buyer is charged for the second item is being paid to you. That is policy, if the buyer does not return the item and a replacement was shipped, they are billed for it and informed of that.
You owe the buyer a refund for the replacement order. You made the mess, fix it!
Danny_Amazon
Hello @Seller_DaCjkwDJdjDbv- thanks for posting.
As I review the situation, it does appear that the buyer was previously reimbursed. Please let me know if you see anything different from your end.
I'll also link to this page detailing the replacement process, which does confirm returns should be sent via the Amazon prepaid label, to help avoid such situations. Please let me know if you have any questions on this moving forward.
Best,
Danny
