Seller reimbursement for refund for item delivered late
Hello,
We gave buyer a full refund, since USPS tracking showed a delay. But the buyer then received his order couple business days later.
Is there a way to get refund reversed or have customer send back order? Of course we have asked customer, but no response. Is Amazon seller support able to help to get refund reversed, if so, what is process?
(Shipped on time with Amazon buy shipping, but delayed by USPS)
Seller reimbursement for refund for item delivered late
Hello,
We gave buyer a full refund, since USPS tracking showed a delay. But the buyer then received his order couple business days later.
Is there a way to get refund reversed or have customer send back order? Of course we have asked customer, but no response. Is Amazon seller support able to help to get refund reversed, if so, what is process?
(Shipped on time with Amazon buy shipping, but delayed by USPS)
4 replies
Seller_OvL8C4BJWiuS9
Helping you recover the refund amount or item on claims for late deliveries.
We recognize that sometimes late deliveries happen. If a refund has already been issued for an A-to-z Guarantee claim and the item was delivered within 30 days of the A-to-z Guarantee claim refund date, we will now email the customer on your behalf and request them to either return the item or cancel the refund issued. You don’t need to appeal the claim or message the customer separately, but do keep an eye on the return request and emails from us for updates on the decision. To help avoid claims, please ensure you are always following Amazon’s policies on fulfillment and returns, including shipping on time with a valid tracking number.
Tatiana_Amazon
Hi @Seller_RP1tgj93WBwy9,
Tatiana from Amazon here. First off, I wanted to say thank you for working with the customer to ensure they had a good experience shopping in your store.
Second, I wanted to add on to the information provided by @Seller_OvL8C4BJWiuS9 and reiterate that we always suggest waiting to refund an item until it has been physically returned to you. Typically, I would suggest pointing buyers toward an A-to-Z claim if tracking is showing late or unable to deliver. That way, Amazon will investigate the claim and either see that the item is still on it's way to the customer or they will give the seller the chance to appeal the claim. Since you use Buy Shipping, you should be able to appeal without issue as long as you shipped the package by the ship by date.
However, you can also request the reversal of a refund through Buyer-Seller messaging. You will need to reach out to the customer on buyer-seller messaging and request they kick off the reversal process by navigating to their Problem with order page for the order, or informing Amazon's customer service. You can learn more about that toward the bottom of this help page.
Let me know if this information helps or if you have any more questions!
Tatiana
