A-Z Claim - Amazon decides to refund the customer and keep the Bicycle
The customer never contacted us regarding his package, so we were unaware. Once I saw the email from A-Z claim, I tracked his order, and it was out for delivery. I informed Amazon about the situation, and they Granted the customer a refund. I contact Amazon about the refund since Im no longer able to appeal or file a Safe-T claim. The only solution for them was for us to contact the customer and send a return label.
I contacted the customer, and they actually replied and wished to keep the bike and pay for it. This is easier to do than struggle with Amazon customer service. I get in touch again with Amazon, hoping to get the refund to cancel since I have an email from the customer stating they want to keep the bike and pay for it. All I keep getting from Amazon is that they STAND BY THEIR DECISION.
I have sent multiple emails. I even called to get help, and they wouldn't because a different department does that, and it is only handled by email. I'm frustrated and stressed. We have been selling on Amazon for 10 years, and it keeps getting worse for sellers to receive the proper customer service.
Need advice? Should I ask the customer to Zelle us the payment? I prefer not to because I don't want them to know that we dont have control and Amazon is not on the seller's side.
A-Z Claim - Amazon decides to refund the customer and keep the Bicycle
The customer never contacted us regarding his package, so we were unaware. Once I saw the email from A-Z claim, I tracked his order, and it was out for delivery. I informed Amazon about the situation, and they Granted the customer a refund. I contact Amazon about the refund since Im no longer able to appeal or file a Safe-T claim. The only solution for them was for us to contact the customer and send a return label.
I contacted the customer, and they actually replied and wished to keep the bike and pay for it. This is easier to do than struggle with Amazon customer service. I get in touch again with Amazon, hoping to get the refund to cancel since I have an email from the customer stating they want to keep the bike and pay for it. All I keep getting from Amazon is that they STAND BY THEIR DECISION.
I have sent multiple emails. I even called to get help, and they wouldn't because a different department does that, and it is only handled by email. I'm frustrated and stressed. We have been selling on Amazon for 10 years, and it keeps getting worse for sellers to receive the proper customer service.
Need advice? Should I ask the customer to Zelle us the payment? I prefer not to because I don't want them to know that we dont have control and Amazon is not on the seller's side.
4 replies
Seller_b9MTK4QOrYHu2
just let it go. i lose all my a-z claim no matter what the policy is
Seller_f4a7xAPCCSMqD
The customer would need to contact Amazon and ask to be recharged for the item. The request needs to come from the customer side and not the seller.
Veronica_Amazon
Hello @Innovative_Sports_In,
Thanks for the post! Refunds tend to be a permanent action and cannot be reversed. Authorizations on buyer credit cards are one-off authorizations and Amazon cannot re-charge the credit card without a new authorization from the buyer.
If the refund has been released, you may:
- Contact the buyer to see if they will allow their credit card to be recharged by Amazon. If the buyer agrees, ask them to contact Amazon Customer Service to request a recharge. Once the buyer's card has been recharged, the recharged amount will appear as a credit in your Payments account.
- Contact the buyer explaining the mistake, and ask that they return the item. However, there is no way to compel the buyer to return the item.
Kindest regards,
Veronica_Amazon
