Buyer cancelled after the order was shipped and got a full refund
I have a quick question for everyone who sells on the european marketplaces. We have received an order from the customer that was shipped on time. There is a FedEx scan that proves on time shipment of the package.
Later that day, after the order was shipped and tracking shows acceptance from FedEx, we receive an email that the order has been refunded in full. We open a case with Amazon ( case ID 11231915662 ) to see why the order has been refunded. An agent explained to us that customer requested a cancellation and was refunded by Amazon. We responded to the case explaining that once the order is shipped a customer can only open a return request and cancellation should not be granted. To that an agent replied that the customer can cancel at any time. That agent also recommended to reach out to the customer and aske the customer to open a return request.
Below is a first message from an Amazon:
Thank you for contacting us.
I understand that you are contacting us with the request related to the Investigation of the Refund Reason for the the Mentioned Order (Order ID : 402-3380393-8621123) in FR Marketplace.
Please note that we have reviewed your request and we have completed our investigation. Regarding your query, we would like to inform you that the following order has been refunded to the buyer because Buyer mentioned the reason as "Annulation de la commande refusé" which means Cancellation of the following order was refused. Buyer was unable to cancel the order so they had reach out to the Amazon Customer Service and asked for Order Cancellation. We have attached screenshots for your reference.
After the order has been cancelled out, the buyer had been automatically been refunded by Amazon. You can see that you have initiated a return and wait for the following unit to get returned to your address.
To which I reply that we did not receive nor we refused any cancellation requests.
This is an Amazon response:
We understand that you are contacting us with the request related to how can customer request a cancellation when the order was already shipped and also, you wanted a confirmation that the item would be returned to you for the order id 402-3380393-8621123.
Upon checking we would like to inform you that customer can cancel the order even after it is shipped. To get your return you can reach out to the Buyer through Buyer - Seller Messaging from here : https://sellercentral-europe.amazon.com/messaging/contact?orderID=402-3380393-8621123&marketplaceID=A13V1IB3VIYZZH
I'm not exactly familiar with rules on European marketplaces, but does this sound correct to you guys? Customer can cancel any time, receive a full refund, and the seller has to ask them to open a return request via buyer-seller messaging?
Not sure if any mods monitor this but if anyone can help with anything please let me know.
Thank you
Buyer cancelled after the order was shipped and got a full refund
I have a quick question for everyone who sells on the european marketplaces. We have received an order from the customer that was shipped on time. There is a FedEx scan that proves on time shipment of the package.
Later that day, after the order was shipped and tracking shows acceptance from FedEx, we receive an email that the order has been refunded in full. We open a case with Amazon ( case ID 11231915662 ) to see why the order has been refunded. An agent explained to us that customer requested a cancellation and was refunded by Amazon. We responded to the case explaining that once the order is shipped a customer can only open a return request and cancellation should not be granted. To that an agent replied that the customer can cancel at any time. That agent also recommended to reach out to the customer and aske the customer to open a return request.
Below is a first message from an Amazon:
Thank you for contacting us.
I understand that you are contacting us with the request related to the Investigation of the Refund Reason for the the Mentioned Order (Order ID : 402-3380393-8621123) in FR Marketplace.
Please note that we have reviewed your request and we have completed our investigation. Regarding your query, we would like to inform you that the following order has been refunded to the buyer because Buyer mentioned the reason as "Annulation de la commande refusé" which means Cancellation of the following order was refused. Buyer was unable to cancel the order so they had reach out to the Amazon Customer Service and asked for Order Cancellation. We have attached screenshots for your reference.
After the order has been cancelled out, the buyer had been automatically been refunded by Amazon. You can see that you have initiated a return and wait for the following unit to get returned to your address.
To which I reply that we did not receive nor we refused any cancellation requests.
This is an Amazon response:
We understand that you are contacting us with the request related to how can customer request a cancellation when the order was already shipped and also, you wanted a confirmation that the item would be returned to you for the order id 402-3380393-8621123.
Upon checking we would like to inform you that customer can cancel the order even after it is shipped. To get your return you can reach out to the Buyer through Buyer - Seller Messaging from here : https://sellercentral-europe.amazon.com/messaging/contact?orderID=402-3380393-8621123&marketplaceID=A13V1IB3VIYZZH
I'm not exactly familiar with rules on European marketplaces, but does this sound correct to you guys? Customer can cancel any time, receive a full refund, and the seller has to ask them to open a return request via buyer-seller messaging?
Not sure if any mods monitor this but if anyone can help with anything please let me know.
Thank you
0 replies
Seller_4zBzdtgCyS9EI
The basic rule is: There is no rule, no policy, written or not, Amazon needs to follow and most often, wont follow. Only 3rd party sellers are scrutinized over the smallest mistake. Amazon does not hold to their own policies.
Would love to hear a mod chime in on this one....but what are the odds.....
Seller_cyM339hCA7xV8
I just had one two weeks ago. Almost a hundred bucks. I only put the second hand returns for sale on amazon now. Amazon is for Amazon. Thanks Amazon.
Seller_f1D7lHPNNUaDL
Amazon is now a company without a contractual spirit, It is enthusiastic about doing charity work with your money.
KJ_Amazon
Hello @Seller_EiaxaqH9c5sB4 Thank you for checking in with the forums about this cancelled order.
I reached out to our partner team to request additional information about that order and the subsequent cancellation.
Can you confirm that the order was confirmed upon shipment, either manually or though purchasing shipping through Buy Shipping?
Seller_nd8NAsSHObEXq
This happened to me a few times. I always ship as promptly as possible, but in a very few orders, the customer has seemed to wait until they think the order must have been mailed out in the morning mail; then they cancel the order. The last time this happened, I called the local Post Office to which the order had gone first. I explained the situation. The post office employee was able to locate the package because it was black with big white polka-dots on it. She was happy to send it back to me when she understood that the customer had canceled the order after shipment and was trying to get a free item. The item did arrive back in the mail to me the next day. The person who had ordered and cancelled is still waiting for the free book that he will never receive. But, it's hard to deal with this kind of swindler. You have to be on your toes and have a workaround such as I have described. The Post Office knows there are swindlers out there, and if you have been aboveboard your whole career they are eager to stand up for what is right.
