Expedited shipping Order - Mod help, please
I have a customer that is adamant that we changed her shipping method to expedited after the order was placed. (and charged her $30 in shipping) She is so upset that she opened an A-Z claim and claimed the product we sent was counterfeit. This is the definition of a "Bad Actor" in my opinion. The A-Z was withdrawn and Amazon told her to send the item back, thank goodness. (Customer had previously opened a return stating the item was too small) I combated the counterfeit claim with an invoice from the manufacturer but I cannot get her to stop messaging us about the expedited shipping she selected at checkout. She 100% says we selected that AFTER the order was placed and charged her the $30.
Can I get some mod help with this, please? What can I do with this customer?
Expedited shipping Order - Mod help, please
I have a customer that is adamant that we changed her shipping method to expedited after the order was placed. (and charged her $30 in shipping) She is so upset that she opened an A-Z claim and claimed the product we sent was counterfeit. This is the definition of a "Bad Actor" in my opinion. The A-Z was withdrawn and Amazon told her to send the item back, thank goodness. (Customer had previously opened a return stating the item was too small) I combated the counterfeit claim with an invoice from the manufacturer but I cannot get her to stop messaging us about the expedited shipping she selected at checkout. She 100% says we selected that AFTER the order was placed and charged her the $30.
Can I get some mod help with this, please? What can I do with this customer?
0 replies
Seller_OvL8C4BJWiuS9
Stop responding (no response needed).
Danny_Amazon
Appreciate you looking to the forums for assistance @Seller_qa3jEvxx9StPs- I think the suggestion offered by @Seller_OvL8C4BJWiuS9to be prudent, though if you do want to respond to the customer, you might direct them to follow the A-to-z Claim process, per Amazon policy.
Further, you may also wish to consider reporting the messages sent by the buyer as abusive, which will help our teams investigate such behavior.
Has there been any update on this situation in the days since you posted?
Seller_uXK39wjFg3cOe
Remember, you didn't charge her Anything, Amazon did.
Use this:
" Dear Mickey McCustomer,
Please note, we have no access to any of Amazon Customer's Check out screens, billing, account information or payments. If you have any questions about how you were billed during the check out process, you would need to contact Amazon billing dept directly.
Thank You,,
Goat Feather Blankets Inc."
