How am I supposed to respond to this nonsense from Amazons Customer Service team?
I just received this gem from Amazon’s Customer Service team:
This order was shipped & delivered on time (arrived on the 7th), customer has not contacted me at all, has not requested a return, and the "description of the issue" in the message above does not describe any issue at all. Nevertheless, Amazon’s Customer Service team thinks I need to refund them *in the form of a gift card* for no apparent reason.
I have no idea how to respond to this, since I would be responding to a conversation between the customer and Amazon that I was not a part of and am not privy to. Also, there is no mechanism that I am aware of that allows me to issue refunds in the form of gifts cards. Do I just tell them to contact Amazon again and hope they actually do their job this time?
Amazon’s Customer Service team has completely failed to assist the customer and is wasting both their time and mine by punting this to me. The sad thing is that this kind of useless, time wasting absurdity is exactly what I (and many others here) have learned to expect from Amazon’s Customer Service team.
How am I supposed to respond to this nonsense from Amazons Customer Service team?
I just received this gem from Amazon’s Customer Service team:
This order was shipped & delivered on time (arrived on the 7th), customer has not contacted me at all, has not requested a return, and the "description of the issue" in the message above does not describe any issue at all. Nevertheless, Amazon’s Customer Service team thinks I need to refund them *in the form of a gift card* for no apparent reason.
I have no idea how to respond to this, since I would be responding to a conversation between the customer and Amazon that I was not a part of and am not privy to. Also, there is no mechanism that I am aware of that allows me to issue refunds in the form of gifts cards. Do I just tell them to contact Amazon again and hope they actually do their job this time?
Amazon’s Customer Service team has completely failed to assist the customer and is wasting both their time and mine by punting this to me. The sad thing is that this kind of useless, time wasting absurdity is exactly what I (and many others here) have learned to expect from Amazon’s Customer Service team.
42 replies
Seller_WAZNnMBpd99sI
I have no idea how to respond to this
Bite Me
Is the only appropriate response.
Seller_OvL8C4BJWiuS9
Are you FBM? If so, Amazon CS is just relaying the message. You are ultimately responsible for the customer service, not Amazon (unless you want them to file an A-Z claim). You can reach out to the customer in messaging (so it will be recorded). And o, you cannot refund as a gift card.
Seller_LTNvvFJ2jqJOv
No response needed, Customer Support should know that is BS already.
Seller_qTJiCxRI8PpIZ
"I'm sorry, Amazon does not allow us to refund to an Amazon gift card. If you would like return the item for a full refund, please return the item in the condition it was sent out. Per Amazon policy, we do not have to issue refund until the item is safely in our hands once again. Sorry for the inconvenience." Hit send and move on. At this time of year, air on the side of caution. It could be an elderly person who does not know how Amazon works. I have a lot of elderly family turning to ordering gifts on Amazon instead of going shopping this year.
Quincy_Amazon
Hello @Seller_1rABOZWHm00vi
Thank you for posting your inquiry to the Forums.
In this instance, I would suggest to respond to the message via buyer-seller messages and request that the buyer opens a return request from their buyer account.
If you are enrolled in the Prepaid returns for seller-fulfilled orders program, then Amazon will provide the customer with a prepaid return shipping label on your behalf through Buy Shipping services.
Once you receive the item back, you can review and charge a restocking fee as needed based on the guidelines provided here depending on the condition of the return.
Please feel free to update this thread if you need additional assistance.
Regards,
Quincy_Amazon
Seller_1rABOZWHm00vi
@Quincy_Amazon I contacted the customer and they're saying that the card they used to place the order has been cancelled, so the refund can't be issued back to their card:
"Hi I wanted to return my purchase but my only option is to have the money returned to my card. Unfortunately I had to close the account that card I used due to fraudulent activity. Can I just have my Amazon account credited?"
This seems like something the Amazon CSR should have addressed themselves, as I have no control over how refunds are issued beyond clicking the refund button. How do you suggest I respond to this?
Seller_Sram36TnVt73c
Are you saying the order has not yet been refunded? Does tracking show delivered? The reason I ask:
I just had this happen with a buyer in Connecticut who filed an A-Z claim for order not received.
He ordered to his workplace, which none of their packages get scanned as delivered according to the local P.O. So the customer sees that no DELIVERED scan was made, and filed an A-Z claim without contacting me first, with help from Seller Support.
So Amazon clawed the money back and then I got a notice that the customer wanted the money refunded to his Amazon account. Sounds shady--who wants gift card money instead of actual cash?
In my case, I think the buyer purchased my merch with a company credit card, when he saw it wasn't scanned as delivered, he filed the AZ claim and then tried to get the cash himself, while the boss wouldn't even know because the product was delivered (I believe the product ordered from me was for a company event). Pay special attention to commercial address orders...lesson learned here.
AZ customer service wrote to me explaining the customer wanted the refund processed on his Amazon account (we are talking $540 here...), as if I could do anything.
I just responed to the scammer, er buyer rather, that I had no control over where the refunds go, as Amazon handles all charges and refunds.
Incidentally, this was a Ground Advantage shipment and I just got the $114.09 insurance payout ($100 for the product and $14.09 for the shipping). I hope this will perhaps encourage USPS to force the local postal facility to start scanning packages sent to this particular company headquarters...after all, money talks.
Seller_WtOwWhtSrFjva
Don't. It is customer service just saying what the customer wants not Amazon policy. CS does this because they don't want a bad feedback from the customer. Customer is trying it because they want free stuff from you.
Amazon issues gift cards but you cannot.
Seller_4HsL3GZbyDLea
Lol. I just got something similar two weeks ago. I was asked to please investigate why I charged the customer twice for one purchase.
Clearly Amazon is doing a great job training their employees.
Seller_NxQTyL4zOqAYv
First, if you don't already know, Amazon CS just relays these messages. They don't write them. Why they can't even actually read them to filter out garbage like this is the magic question. I get nonsense like this occasionally and I just hit "no response required" and move on. Not once have I ever heard from one of them again. IMO these are just people that are professional at gaming the system and they are hoping you are a seller that doesn't know the ropes and actually things it is Amazon telling you must do this.
How am I supposed to respond to this nonsense from Amazons Customer Service team?
I just received this gem from Amazon’s Customer Service team:
This order was shipped & delivered on time (arrived on the 7th), customer has not contacted me at all, has not requested a return, and the "description of the issue" in the message above does not describe any issue at all. Nevertheless, Amazon’s Customer Service team thinks I need to refund them *in the form of a gift card* for no apparent reason.
I have no idea how to respond to this, since I would be responding to a conversation between the customer and Amazon that I was not a part of and am not privy to. Also, there is no mechanism that I am aware of that allows me to issue refunds in the form of gifts cards. Do I just tell them to contact Amazon again and hope they actually do their job this time?
Amazon’s Customer Service team has completely failed to assist the customer and is wasting both their time and mine by punting this to me. The sad thing is that this kind of useless, time wasting absurdity is exactly what I (and many others here) have learned to expect from Amazon’s Customer Service team.
How am I supposed to respond to this nonsense from Amazons Customer Service team?
I just received this gem from Amazon’s Customer Service team:
This order was shipped & delivered on time (arrived on the 7th), customer has not contacted me at all, has not requested a return, and the "description of the issue" in the message above does not describe any issue at all. Nevertheless, Amazon’s Customer Service team thinks I need to refund them *in the form of a gift card* for no apparent reason.
I have no idea how to respond to this, since I would be responding to a conversation between the customer and Amazon that I was not a part of and am not privy to. Also, there is no mechanism that I am aware of that allows me to issue refunds in the form of gifts cards. Do I just tell them to contact Amazon again and hope they actually do their job this time?
Amazon’s Customer Service team has completely failed to assist the customer and is wasting both their time and mine by punting this to me. The sad thing is that this kind of useless, time wasting absurdity is exactly what I (and many others here) have learned to expect from Amazon’s Customer Service team.
How am I supposed to respond to this nonsense from Amazons Customer Service team?
I just received this gem from Amazon’s Customer Service team:
This order was shipped & delivered on time (arrived on the 7th), customer has not contacted me at all, has not requested a return, and the "description of the issue" in the message above does not describe any issue at all. Nevertheless, Amazon’s Customer Service team thinks I need to refund them *in the form of a gift card* for no apparent reason.
I have no idea how to respond to this, since I would be responding to a conversation between the customer and Amazon that I was not a part of and am not privy to. Also, there is no mechanism that I am aware of that allows me to issue refunds in the form of gifts cards. Do I just tell them to contact Amazon again and hope they actually do their job this time?
Amazon’s Customer Service team has completely failed to assist the customer and is wasting both their time and mine by punting this to me. The sad thing is that this kind of useless, time wasting absurdity is exactly what I (and many others here) have learned to expect from Amazon’s Customer Service team.
42 replies
42 replies
Seller_WAZNnMBpd99sI
I have no idea how to respond to this
Bite Me
Is the only appropriate response.
Seller_OvL8C4BJWiuS9
Are you FBM? If so, Amazon CS is just relaying the message. You are ultimately responsible for the customer service, not Amazon (unless you want them to file an A-Z claim). You can reach out to the customer in messaging (so it will be recorded). And o, you cannot refund as a gift card.
Seller_LTNvvFJ2jqJOv
No response needed, Customer Support should know that is BS already.
Seller_qTJiCxRI8PpIZ
"I'm sorry, Amazon does not allow us to refund to an Amazon gift card. If you would like return the item for a full refund, please return the item in the condition it was sent out. Per Amazon policy, we do not have to issue refund until the item is safely in our hands once again. Sorry for the inconvenience." Hit send and move on. At this time of year, air on the side of caution. It could be an elderly person who does not know how Amazon works. I have a lot of elderly family turning to ordering gifts on Amazon instead of going shopping this year.
Quincy_Amazon
Hello @Seller_1rABOZWHm00vi
Thank you for posting your inquiry to the Forums.
In this instance, I would suggest to respond to the message via buyer-seller messages and request that the buyer opens a return request from their buyer account.
If you are enrolled in the Prepaid returns for seller-fulfilled orders program, then Amazon will provide the customer with a prepaid return shipping label on your behalf through Buy Shipping services.
Once you receive the item back, you can review and charge a restocking fee as needed based on the guidelines provided here depending on the condition of the return.
Please feel free to update this thread if you need additional assistance.
Regards,
Quincy_Amazon
Seller_1rABOZWHm00vi
@Quincy_Amazon I contacted the customer and they're saying that the card they used to place the order has been cancelled, so the refund can't be issued back to their card:
"Hi I wanted to return my purchase but my only option is to have the money returned to my card. Unfortunately I had to close the account that card I used due to fraudulent activity. Can I just have my Amazon account credited?"
This seems like something the Amazon CSR should have addressed themselves, as I have no control over how refunds are issued beyond clicking the refund button. How do you suggest I respond to this?
Seller_Sram36TnVt73c
Are you saying the order has not yet been refunded? Does tracking show delivered? The reason I ask:
I just had this happen with a buyer in Connecticut who filed an A-Z claim for order not received.
He ordered to his workplace, which none of their packages get scanned as delivered according to the local P.O. So the customer sees that no DELIVERED scan was made, and filed an A-Z claim without contacting me first, with help from Seller Support.
So Amazon clawed the money back and then I got a notice that the customer wanted the money refunded to his Amazon account. Sounds shady--who wants gift card money instead of actual cash?
In my case, I think the buyer purchased my merch with a company credit card, when he saw it wasn't scanned as delivered, he filed the AZ claim and then tried to get the cash himself, while the boss wouldn't even know because the product was delivered (I believe the product ordered from me was for a company event). Pay special attention to commercial address orders...lesson learned here.
AZ customer service wrote to me explaining the customer wanted the refund processed on his Amazon account (we are talking $540 here...), as if I could do anything.
I just responed to the scammer, er buyer rather, that I had no control over where the refunds go, as Amazon handles all charges and refunds.
Incidentally, this was a Ground Advantage shipment and I just got the $114.09 insurance payout ($100 for the product and $14.09 for the shipping). I hope this will perhaps encourage USPS to force the local postal facility to start scanning packages sent to this particular company headquarters...after all, money talks.
Seller_WtOwWhtSrFjva
Don't. It is customer service just saying what the customer wants not Amazon policy. CS does this because they don't want a bad feedback from the customer. Customer is trying it because they want free stuff from you.
Amazon issues gift cards but you cannot.
Seller_4HsL3GZbyDLea
Lol. I just got something similar two weeks ago. I was asked to please investigate why I charged the customer twice for one purchase.
Clearly Amazon is doing a great job training their employees.
Seller_NxQTyL4zOqAYv
First, if you don't already know, Amazon CS just relays these messages. They don't write them. Why they can't even actually read them to filter out garbage like this is the magic question. I get nonsense like this occasionally and I just hit "no response required" and move on. Not once have I ever heard from one of them again. IMO these are just people that are professional at gaming the system and they are hoping you are a seller that doesn't know the ropes and actually things it is Amazon telling you must do this.
Seller_WAZNnMBpd99sI
I have no idea how to respond to this
Bite Me
Is the only appropriate response.
Seller_WAZNnMBpd99sI
I have no idea how to respond to this
Bite Me
Is the only appropriate response.
Seller_OvL8C4BJWiuS9
Are you FBM? If so, Amazon CS is just relaying the message. You are ultimately responsible for the customer service, not Amazon (unless you want them to file an A-Z claim). You can reach out to the customer in messaging (so it will be recorded). And o, you cannot refund as a gift card.
Seller_OvL8C4BJWiuS9
Are you FBM? If so, Amazon CS is just relaying the message. You are ultimately responsible for the customer service, not Amazon (unless you want them to file an A-Z claim). You can reach out to the customer in messaging (so it will be recorded). And o, you cannot refund as a gift card.
Seller_LTNvvFJ2jqJOv
No response needed, Customer Support should know that is BS already.
Seller_LTNvvFJ2jqJOv
No response needed, Customer Support should know that is BS already.
Seller_qTJiCxRI8PpIZ
"I'm sorry, Amazon does not allow us to refund to an Amazon gift card. If you would like return the item for a full refund, please return the item in the condition it was sent out. Per Amazon policy, we do not have to issue refund until the item is safely in our hands once again. Sorry for the inconvenience." Hit send and move on. At this time of year, air on the side of caution. It could be an elderly person who does not know how Amazon works. I have a lot of elderly family turning to ordering gifts on Amazon instead of going shopping this year.
Seller_qTJiCxRI8PpIZ
"I'm sorry, Amazon does not allow us to refund to an Amazon gift card. If you would like return the item for a full refund, please return the item in the condition it was sent out. Per Amazon policy, we do not have to issue refund until the item is safely in our hands once again. Sorry for the inconvenience." Hit send and move on. At this time of year, air on the side of caution. It could be an elderly person who does not know how Amazon works. I have a lot of elderly family turning to ordering gifts on Amazon instead of going shopping this year.
Quincy_Amazon
Hello @Seller_1rABOZWHm00vi
Thank you for posting your inquiry to the Forums.
In this instance, I would suggest to respond to the message via buyer-seller messages and request that the buyer opens a return request from their buyer account.
If you are enrolled in the Prepaid returns for seller-fulfilled orders program, then Amazon will provide the customer with a prepaid return shipping label on your behalf through Buy Shipping services.
Once you receive the item back, you can review and charge a restocking fee as needed based on the guidelines provided here depending on the condition of the return.
Please feel free to update this thread if you need additional assistance.
Regards,
Quincy_Amazon
Quincy_Amazon
Hello @Seller_1rABOZWHm00vi
Thank you for posting your inquiry to the Forums.
In this instance, I would suggest to respond to the message via buyer-seller messages and request that the buyer opens a return request from their buyer account.
If you are enrolled in the Prepaid returns for seller-fulfilled orders program, then Amazon will provide the customer with a prepaid return shipping label on your behalf through Buy Shipping services.
Once you receive the item back, you can review and charge a restocking fee as needed based on the guidelines provided here depending on the condition of the return.
Please feel free to update this thread if you need additional assistance.
Regards,
Quincy_Amazon
Seller_1rABOZWHm00vi
@Quincy_Amazon I contacted the customer and they're saying that the card they used to place the order has been cancelled, so the refund can't be issued back to their card:
"Hi I wanted to return my purchase but my only option is to have the money returned to my card. Unfortunately I had to close the account that card I used due to fraudulent activity. Can I just have my Amazon account credited?"
This seems like something the Amazon CSR should have addressed themselves, as I have no control over how refunds are issued beyond clicking the refund button. How do you suggest I respond to this?
Seller_1rABOZWHm00vi
@Quincy_Amazon I contacted the customer and they're saying that the card they used to place the order has been cancelled, so the refund can't be issued back to their card:
"Hi I wanted to return my purchase but my only option is to have the money returned to my card. Unfortunately I had to close the account that card I used due to fraudulent activity. Can I just have my Amazon account credited?"
This seems like something the Amazon CSR should have addressed themselves, as I have no control over how refunds are issued beyond clicking the refund button. How do you suggest I respond to this?
Seller_Sram36TnVt73c
Are you saying the order has not yet been refunded? Does tracking show delivered? The reason I ask:
I just had this happen with a buyer in Connecticut who filed an A-Z claim for order not received.
He ordered to his workplace, which none of their packages get scanned as delivered according to the local P.O. So the customer sees that no DELIVERED scan was made, and filed an A-Z claim without contacting me first, with help from Seller Support.
So Amazon clawed the money back and then I got a notice that the customer wanted the money refunded to his Amazon account. Sounds shady--who wants gift card money instead of actual cash?
In my case, I think the buyer purchased my merch with a company credit card, when he saw it wasn't scanned as delivered, he filed the AZ claim and then tried to get the cash himself, while the boss wouldn't even know because the product was delivered (I believe the product ordered from me was for a company event). Pay special attention to commercial address orders...lesson learned here.
AZ customer service wrote to me explaining the customer wanted the refund processed on his Amazon account (we are talking $540 here...), as if I could do anything.
I just responed to the scammer, er buyer rather, that I had no control over where the refunds go, as Amazon handles all charges and refunds.
Incidentally, this was a Ground Advantage shipment and I just got the $114.09 insurance payout ($100 for the product and $14.09 for the shipping). I hope this will perhaps encourage USPS to force the local postal facility to start scanning packages sent to this particular company headquarters...after all, money talks.
Seller_Sram36TnVt73c
Are you saying the order has not yet been refunded? Does tracking show delivered? The reason I ask:
I just had this happen with a buyer in Connecticut who filed an A-Z claim for order not received.
He ordered to his workplace, which none of their packages get scanned as delivered according to the local P.O. So the customer sees that no DELIVERED scan was made, and filed an A-Z claim without contacting me first, with help from Seller Support.
So Amazon clawed the money back and then I got a notice that the customer wanted the money refunded to his Amazon account. Sounds shady--who wants gift card money instead of actual cash?
In my case, I think the buyer purchased my merch with a company credit card, when he saw it wasn't scanned as delivered, he filed the AZ claim and then tried to get the cash himself, while the boss wouldn't even know because the product was delivered (I believe the product ordered from me was for a company event). Pay special attention to commercial address orders...lesson learned here.
AZ customer service wrote to me explaining the customer wanted the refund processed on his Amazon account (we are talking $540 here...), as if I could do anything.
I just responed to the scammer, er buyer rather, that I had no control over where the refunds go, as Amazon handles all charges and refunds.
Incidentally, this was a Ground Advantage shipment and I just got the $114.09 insurance payout ($100 for the product and $14.09 for the shipping). I hope this will perhaps encourage USPS to force the local postal facility to start scanning packages sent to this particular company headquarters...after all, money talks.
Seller_WtOwWhtSrFjva
Don't. It is customer service just saying what the customer wants not Amazon policy. CS does this because they don't want a bad feedback from the customer. Customer is trying it because they want free stuff from you.
Amazon issues gift cards but you cannot.
Seller_WtOwWhtSrFjva
Don't. It is customer service just saying what the customer wants not Amazon policy. CS does this because they don't want a bad feedback from the customer. Customer is trying it because they want free stuff from you.
Amazon issues gift cards but you cannot.
Seller_4HsL3GZbyDLea
Lol. I just got something similar two weeks ago. I was asked to please investigate why I charged the customer twice for one purchase.
Clearly Amazon is doing a great job training their employees.
Seller_4HsL3GZbyDLea
Lol. I just got something similar two weeks ago. I was asked to please investigate why I charged the customer twice for one purchase.
Clearly Amazon is doing a great job training their employees.
Seller_NxQTyL4zOqAYv
First, if you don't already know, Amazon CS just relays these messages. They don't write them. Why they can't even actually read them to filter out garbage like this is the magic question. I get nonsense like this occasionally and I just hit "no response required" and move on. Not once have I ever heard from one of them again. IMO these are just people that are professional at gaming the system and they are hoping you are a seller that doesn't know the ropes and actually things it is Amazon telling you must do this.
Seller_NxQTyL4zOqAYv
First, if you don't already know, Amazon CS just relays these messages. They don't write them. Why they can't even actually read them to filter out garbage like this is the magic question. I get nonsense like this occasionally and I just hit "no response required" and move on. Not once have I ever heard from one of them again. IMO these are just people that are professional at gaming the system and they are hoping you are a seller that doesn't know the ropes and actually things it is Amazon telling you must do this.
