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Thread: How to handle a customer upset that pending FBA order has not arrived
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Permlink Replies: 6 - Pages: 1 - Last Post: 15 Sep, 2017 9:35 PM by: Funky Monkey Threads: [ Previous | Next ]
Farrell's Books...

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Registered: 24 Feb, 16 3:17 AM
Posted on: 13 Sep, 2017 2:01 PM  
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I am new to FBA and today received a message from a customer who was upset because he claims to have paid for expedited shipping but the textbook did not arrive today as he assumed it would. When I check the order number it shows still pending. I apologized to the customer and requested that he contact Amazon customer service but he still wants to know when his book is arriving. Is there anything more I can do?
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Funky Monkey

Posts: 14,299
Registered: 11 Mar, 13 4:44 PM
Posted on: 13 Sep, 2017 4:30 PM   in response to: Farrell's Books... in response to: Farrell's Books...  
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Try something like this:

Dear Customer,

Amazon processed this order for you on our behalf. According to our records, your order is still in Pending status (see screenshot). They are the only ones that can explain why your order has not yet been shipped, and are there to help you.

Please call them toll free U.S. and Canada at : 1-866-216-1072

If I can answer any additional questions for you, please don't hesitate to ask.

Thank you,
Yourcompanyname

Just attach a screenshot of their order.

Funky
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Farrell's Books...

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Registered: 24 Feb, 16 3:17 AM
Posted on: 15 Sep, 2017 9:01 AM   in response to: Farrell's Books... in response to: Farrell's Books...  
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Thank you for the help.
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Funky Monkey

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Posted on: 15 Sep, 2017 1:38 PM   in response to: Farrell's Books... in response to: Farrell's Books...  
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Farrell's Bookshelf wrote:
Thank you for the help.
You're welcome, and best wishes.

Funky
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eduardo11791

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Registered: 22 Aug, 15 11:29 PM
Posted on: 15 Sep, 2017 5:12 PM   in response to: Funky Monkey in response to: Funky Monkey  
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Thank you for this clever solution.
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Poker Face

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Registered: 20 Jan, 15 3:31 AM
Posted on: 15 Sep, 2017 7:18 PM   in response to: Funky Monkey in response to: Funky Monkey  
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Do exactly as Funky says. I had the same problem yesterday. Then keep checking the order to see if it ships. If it ships and doesn't cancel you can notify the customer of this "good news" and thank you for his business. Gives you a chance to touch base with a customer without being pushy.
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Funky Monkey

Posts: 14,299
Registered: 11 Mar, 13 4:44 PM
Posted on: 15 Sep, 2017 9:34 PM   in response to: eduardo11791 in response to: eduardo11791  
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eduardo11791 wrote:
Thank you for this clever solution.
You're welcome.

I edit the first paragraph to fit the situation; order not shipped, arrived broken, want to exchange, etc. The rest stays the same.

Works every time.

Funky
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