Issues with a customer return. + Issue II: Negative review with lies about canceled order!
Hello,
I'm new to selling on Amazon. Been selling on here for about 2 months now. I have 2 orders for the same item that 2 different customers started a return on. One was funny they tried to say it was a fake CPU but that's not possible considering my distributor. I also hand check the serial numbers and put on the order notes when I'm shipping out the items along with taking pictures of the items. The buyer also told me the issues he was facing trying to get the CPU to work. I provided explanations for the error codes his motherboard was having. His issue was most likely unproperly seated ram. Anyways he's had the CPU for over a month now and started the return 24 days ago. The label has been created but the CPU has not been dropped off at USPS. May I cancel the return at this point? How do I go about doing that. I also don't want to face another bad review.
I have another return for the same item. The buyer is returning because better price available. The issue is again they have had the item for over 30 days. The return request has been going on for over 15 days as well. They have not shipped back the item.
On both of them if I check the tracking number on USPS it says label created USPS waiting for the package.
I found other stuff on the forums saying if the order was over 30 days old and the return was started over 15 days ago I can cancel the return. Is that correct? Is that policy still accurate? Also how do I cancel the return?
Another issue I'm having is a customer left a negative review. I send them messages threw amazon explaining the issue. We accidently listed one more unit than we had in stock. We had a shipment that was on the way but delayed. I messaged the buyer telling him about the issue. Explained that my shipment was suppose to arrive today and it did not. I did not want to get in trouble from Amazon so I had no chose but to cancel his order. The buyer left negative feed back saying not to buy from me and that I canceled his order without even communicating which is not the case at all. I would like for this review the be removed! The customer straight up lied! This is effecting my metrics!
I made a huge mistake trying to request for the review to be removed! I only have 2x reviews I accidently requested my good review to be removed when trying to get the bad review removed. Amazon removed the good review! and Left the bad one! The case for the good review was 17655972741. The case for the bad review was 112-4710539-9325041 or wait that's the order number... Anyways.... Yeah now I have 100% negative feed back. This is horrible.
This is I have 100% positive feedback for selling on eBay and I have been selling on there for 8+ years. I'm seriously considering no longer selling on Amazon at this point. I had seller support call me today and I heard a COW MOOING the background. I felt like there was a serious language Barrer going on and over all it was a awful experience! I even got hung up on! Chat was awful as well!
Thanks for the help in advance.
Issues with a customer return. + Issue II: Negative review with lies about canceled order!
Hello,
I'm new to selling on Amazon. Been selling on here for about 2 months now. I have 2 orders for the same item that 2 different customers started a return on. One was funny they tried to say it was a fake CPU but that's not possible considering my distributor. I also hand check the serial numbers and put on the order notes when I'm shipping out the items along with taking pictures of the items. The buyer also told me the issues he was facing trying to get the CPU to work. I provided explanations for the error codes his motherboard was having. His issue was most likely unproperly seated ram. Anyways he's had the CPU for over a month now and started the return 24 days ago. The label has been created but the CPU has not been dropped off at USPS. May I cancel the return at this point? How do I go about doing that. I also don't want to face another bad review.
I have another return for the same item. The buyer is returning because better price available. The issue is again they have had the item for over 30 days. The return request has been going on for over 15 days as well. They have not shipped back the item.
On both of them if I check the tracking number on USPS it says label created USPS waiting for the package.
I found other stuff on the forums saying if the order was over 30 days old and the return was started over 15 days ago I can cancel the return. Is that correct? Is that policy still accurate? Also how do I cancel the return?
Another issue I'm having is a customer left a negative review. I send them messages threw amazon explaining the issue. We accidently listed one more unit than we had in stock. We had a shipment that was on the way but delayed. I messaged the buyer telling him about the issue. Explained that my shipment was suppose to arrive today and it did not. I did not want to get in trouble from Amazon so I had no chose but to cancel his order. The buyer left negative feed back saying not to buy from me and that I canceled his order without even communicating which is not the case at all. I would like for this review the be removed! The customer straight up lied! This is effecting my metrics!
I made a huge mistake trying to request for the review to be removed! I only have 2x reviews I accidently requested my good review to be removed when trying to get the bad review removed. Amazon removed the good review! and Left the bad one! The case for the good review was 17655972741. The case for the bad review was 112-4710539-9325041 or wait that's the order number... Anyways.... Yeah now I have 100% negative feed back. This is horrible.
This is I have 100% positive feedback for selling on eBay and I have been selling on there for 8+ years. I'm seriously considering no longer selling on Amazon at this point. I had seller support call me today and I heard a COW MOOING the background. I felt like there was a serious language Barrer going on and over all it was a awful experience! I even got hung up on! Chat was awful as well!
Thanks for the help in advance.
3 replies
Danny_Amazon
Hello @Seller_MGddGb8Tyl1dh- and thanks for posting here in the New Seller Community, and I am sorry to hear about you seeing some customers open returns recently.
Before you close out the return request, you should make sure you allowed the required period of time for that buyer to ship the return to you. Note that most items bought on Amazon.com, including those that are seller-fulfilled, can be returned within 30 days of the Estimated Delivery Date. However, the timing may vary based on the product category in accordance to Amazon’s Return policies. To determine if a product has a longer return timeline, go to Amazon.com Returns Policy. Following authorization of a return request, the buyer has 15 days after the return window closes, allowing for transit time for a buyer to return an item.
I was also able to take a look into your provided case ID, and do see our team was able to remove the seller feedback comment as requested, which would mean that comment would have departed from our guidelines on seller feedback comments, which you can review here. For the negative feedback you received which is still active, it appears that customer left the feedback after they saw they order get cancelled unexpectedly. You can look through this Cancellation FAQ for details on what happens when an order is mistakenly cancelled, among other topics.
I'd also like to apologize for your noted experience communicating with our seller support team, and hope you did leave feedback on the clarity of communication and hang up for that agent. Please do know that Amazon is a global company with support associates all over the world, though this shouldn't inhibit support provided to sellers.
I hope this information helps navigate these topics, but let me know if you have any further questions on this!
Best,
Danny
