Customer got billed a second time after not sending back replacement order
Customer opened a replacement return for an item with a part that went bad and customer agreed i could just send them the part than return the whole item (think sending a replacement remote rather than shipping back and reshipping a whole television).
Customer got the part and was happy, i closed out the return and thought it was the end of it. Customer then got billed the full amount of about $109 and i got $80 as a saf-t-claim i never filed. I cannot refund the saf-t-claim funds, and id have to refund almost $87 to refund the original order.
Any way to fix this other than taking a hit on the original order?
3 replies
Seller_WBnGS7Ix3XiDX
Explain that you can no longer issue a refund thru Amazon and tell them you will send a check or money order.
I had that once. It was past the refund date, and they contacted me, whining, so instead of starting an issue with someone, it was a small amount, so I told them I will send the money to them, and they were happy and left me alone.
Seller_4zBzdtgCyS9EI
Lesson learned. Amazon doesn't leave an inch of space to fix a problem outside of the red lines. Once the customer opens a return request, something must be returned and a new item must be shipped. Now had the customer e-mailed you, that would be another thing, or closed the return request, but a replacement order is set in stone. You got $80, refund the buyer, it wasn't their mistake..
SEAmod
Hi @Seller_2srXkS44rN39i
Have you attempted to issue a concession as per the linked help page?
Per the Issue Concessions help page, you should be able to make a monetary goodwill concession to the buyer. This would be an "additional refund" above the transaction cost.
I do agree with the other sellers who posted here. This is not the buyer's fault. It's true that the system is the system and if you go outside of it, unforeseen consequences may occur.
If you are not able to make the concession through the order in Seller Central, then you must decide if you want to settle up with this buyer on your own.
Thank you for selling on Amazon.
Susan
