Amazon customer service referring customers to me to take or modify the customer's credit card number?
So once again Amazon's customer service is contacting me on behalf of a customer to help the customer deal with an issue only Amazon can deal with. In this case Amazon apparently wants me to take or change the customer's credit card information! This is not the first, second or third time this has happened in the last year.
"Reason for contact: please help deduct amount from card ending XXXX"
Naturally I immediately messaged (within two minutes) the customer back explaining that we are only third party sellers, not Amazon, and we only ship the orders after Amazon processes their confidential credit card information. I explained that their credit card information was kept secure and private by Amazon and not shared with third party sellers like myself. I mentioned that only Amazon can address this issue.
But the customer keeps clicking that the issue is not resolved.
Am I missing something? What on God's green earth is going on at Amazon??
3 replies
Seller_rI7BZIczK8iAC
That's not normal at all and sounds very fishy. I can't believe that Amazon's customer service is asking you to do that.
Tag a mod here, this has to be reported internally.
Seller_zcimr4HEvCAqd
In cases like this it is best to email jeffatamazon.com. His team usually solves unusual cases especially when the customer executives are not being helpful.
Seller_w6aLwkKdfu3L0
Ignore it after you made your first statement.
Anything related to billing we state
"Amazon handles all aspects of billing from payment processing to refund disbursement. If you have any questions repayment to payment, you can contact Amazon directly or you can log into your account and update your payment option"
And then we provide the 1 800 Amazon number and link to their contact page. The messages forwarded to you is a bot or person who English is a second language and didn't understand the question. You can't resolve it, you let them know how they could resolve it, nothing you can do at that point. It could even be they didn't see your message because of how cumbersome Amazon's messaging system is for buyers. We have a page and link to go to all our messages like an inbox. Consumers don't so they have to know how to navigate their emails and junk mail and filters. Not sure why there isn't a communication link in "Your Orders" but it is probably intentionally done to reduce unnecessary communication from consumers since on eBay we get emails that are "Hello" and "?" with zero context.
