Customer Harassment - Amazon "dropped" THREE calls now
Has anyone else experienced this?
Customer emailed on Sunday wanting a refund. We are a M-F 9-5 business.
I got the email this morning and as I was looking into the order, I got a AMZ message from the customer telling me that they wanted a refund. I wanted to get the opinion of my boss before submitting the refund and in the time that it took to get a response from him regarding the matter, the customer emailed 2 more times - buyer-seller messaged another two times and called our office line twice.
The second time, I took the call and told her that her refund was initiated and to contact Amazon to expedite the process. She got very nasty with me and started cussing then threatening to leave a bad review on our sellers account as well as multiple ASINs if we did not give her the money RIGHT NOW. She started demanding that we pay her on PayPal and I told her that I would not do that. She would get an Amazon refund and that was all because "I don't have access to the PayPal account". All of this has happened in the span of 3.5 hours.
I have reached out to Amazon Seller's Support for help on what to say - what to do to protect our account, etc.
I have had the call "drop" twice. The third time, I was told to report her again through buyer-seller messages and "hopefully the internal team will review the information and do the right thing".
I AM LOOKING FOR HELP FROM MODERATORS
Customer Harassment - Amazon "dropped" THREE calls now
Has anyone else experienced this?
Customer emailed on Sunday wanting a refund. We are a M-F 9-5 business.
I got the email this morning and as I was looking into the order, I got a AMZ message from the customer telling me that they wanted a refund. I wanted to get the opinion of my boss before submitting the refund and in the time that it took to get a response from him regarding the matter, the customer emailed 2 more times - buyer-seller messaged another two times and called our office line twice.
The second time, I took the call and told her that her refund was initiated and to contact Amazon to expedite the process. She got very nasty with me and started cussing then threatening to leave a bad review on our sellers account as well as multiple ASINs if we did not give her the money RIGHT NOW. She started demanding that we pay her on PayPal and I told her that I would not do that. She would get an Amazon refund and that was all because "I don't have access to the PayPal account". All of this has happened in the span of 3.5 hours.
I have reached out to Amazon Seller's Support for help on what to say - what to do to protect our account, etc.
I have had the call "drop" twice. The third time, I was told to report her again through buyer-seller messages and "hopefully the internal team will review the information and do the right thing".
I AM LOOKING FOR HELP FROM MODERATORS
0 replies
Seller_kIukTwdhvntAp
"I AM LOOKING FOR HELP FROM MODERATORS"
If you have opened any cases provide a number so any MOD that happens to drop by can look it over to see if they can help.
Without a case number in the posts it wastes time for everyone. I no longer tag anyone if there is no case #.
They have to ask for it and then wait for a reply from the poster and then the poster has to wait again for the MOD to find the case, and then more waiting.…
Seller_keSnEDesLFVwv
Seller support cannot handle open-ended requests like this. They are poorly educated and frequently do not even know Amazon's own policies.
For questions like this, you would do better to ask your fellow sellers at sellers ask sellers dot com.
For the current problem, the best you can do is report the customer. There is a link for it.
