Amazon promised customer a 50% discount on their next order due to a previous issue unrelated to our business, and is now coaching the customer to file a claim against us in order to receive the discount!
Question - any thoughts on how I can best help this customer receive the discount they were promised by Amazon, without having to eat the discount myself?
Here's the situation:
According to the customer, they had some sort of billing issue last Fall on an Amazon purchase completely unrelated to our business. The issue was apparently serious, even impacted the customer's credit situation, and as a result Amazon Customer Service promised the customer a 50% discount on their next purchase. ACS told the customer the discount would be valid on any purchase of a single item, and that ACS had noted this in 'the customer's file' and they would apply the discount retroactively after the purchase was delivered. The customer sent me screenshots of the chat with ACS, and they completely validate the customer's claims.
As you can imagine, the customer decided to make a big-ticket purchase to get the best possible discount, which turned out to be their order from us of a $928 mattress, which is a Fulfilled By Merchant item. The customer order number is 114-8929884-5301825
Once our mattress was delivered, customer reached out to Customer Service to get the discount applied, but has had no success. Worst of all, Amazon Customer Service has literally coached the customer to file a claim against us to receive the discount...a discount promised to them by Amazon, for an Amazon created issue that had nothing to do with us!! (Honestly, it's shocking how abusive ACS is towards 3P Sellers, and outrageous that someone could coach the customer in that way and keep their job.)
Thankfully the customer didn't feel right doing that, and instead they reached out to us directly asking for advice. Any ideas how I can help this customer receive the discount they were promised by Amazon, w/out having to take the completely inappropriate and unfair step of absorbing the discount myself?
@TaylorR_Amazon @Topher_Amazon @Dominic_Amazon
@KJ_Amazon
@Jameson_Amazon
Amazon promised customer a 50% discount on their next order due to a previous issue unrelated to our business, and is now coaching the customer to file a claim against us in order to receive the discount!
Question - any thoughts on how I can best help this customer receive the discount they were promised by Amazon, without having to eat the discount myself?
Here's the situation:
According to the customer, they had some sort of billing issue last Fall on an Amazon purchase completely unrelated to our business. The issue was apparently serious, even impacted the customer's credit situation, and as a result Amazon Customer Service promised the customer a 50% discount on their next purchase. ACS told the customer the discount would be valid on any purchase of a single item, and that ACS had noted this in 'the customer's file' and they would apply the discount retroactively after the purchase was delivered. The customer sent me screenshots of the chat with ACS, and they completely validate the customer's claims.
As you can imagine, the customer decided to make a big-ticket purchase to get the best possible discount, which turned out to be their order from us of a $928 mattress, which is a Fulfilled By Merchant item. The customer order number is 114-8929884-5301825
Once our mattress was delivered, customer reached out to Customer Service to get the discount applied, but has had no success. Worst of all, Amazon Customer Service has literally coached the customer to file a claim against us to receive the discount...a discount promised to them by Amazon, for an Amazon created issue that had nothing to do with us!! (Honestly, it's shocking how abusive ACS is towards 3P Sellers, and outrageous that someone could coach the customer in that way and keep their job.)
Thankfully the customer didn't feel right doing that, and instead they reached out to us directly asking for advice. Any ideas how I can help this customer receive the discount they were promised by Amazon, w/out having to take the completely inappropriate and unfair step of absorbing the discount myself?
@TaylorR_Amazon @Topher_Amazon @Dominic_Amazon
@KJ_Amazon
@Jameson_Amazon
23 replies
Seller_4zBzdtgCyS9EI
I can't believe they would do this. It is way too general and makes little sense.
Either, they spoke to a rep that had no idea what he/she was saying, the buyer was confused with what they were told, or, they are completely making it up.
Amazon is not beyond making promises they don't keep, but this one sound extremely unusual.....I assume you already shipped the mattress? If the buyer doesn't want it at the listed price you could ask them to refuse delivery or do a package intercept.
Seller_kIukTwdhvntAp
In addition to what @Seller_4zBzdtgCyS9EIhas told you --
FIRST (unwritten) RULE of the Forum if you want help from the MODS --
If you have opened any cases provide a number so any MOD that happens to drop by can look it over to see if they can help -- and they WILL need it!.
Without a case number in the posts it wastes time for everyone. I no longer tag anyone if there is no case #.
They have to ask for it and then wait for a reply from the poster and then the poster has to wait again for the MOD to find the case, and then more waiting.………….…
BUT, it’s a weekend or holiday and all the MODS are off partying 😁😁 so even with a case number it may be some time next week before you hear back! Actually, they are short staffed (on purpose) on weekends and holidays because Amazon doesn’t think anything bad happens then!
AND to actually TAG a MOD you have to hover your mouse over their name and then click on the highlighted name that opens under that!
What you have at this time is basic wallpaper and space fillers.
Seller_S1VRjwMjC4mua
@TaylorR_Amazon@Topher_Amazon@Dominic_Amazon@KJ_Amazon
Seller_S1VRjwMjC4mua
Here are the screenshots in which Amazon Customer Service promised the customer a future discount of 50% off on any one item. The customer's original order number which sparked this discount was 111-7095016-7270642
@TaylorR_Amazon@Topher_Amazon@Dominic_Amazon
Seller_rGcQW1yb6ZWbC
As a buyer, I had something similar to this. I had an issue with an order and as a concession, Amazon gave me a similar deal. I was able to buy something from them at a discount. I received a code that I was able to use at checkout. But, it was only applicable for an order from Amazon, not a 3P seller.
It sounds as though the CSR who helped your buyer didn’t follow their procedure on how to have the buyer apply the discount. She should have received a code and it should have been applicable for an order directly from Amazon.
I don’t have an answer for you but just wanted to commiserate with you and the buyer.
Seller_NzEmZKTEdcpPZ
I'm sorry you got caught up in such ridiculous situation, @Seller_S1VRjwMjC4mua.
However, other sellers are correct: firmly and calmly let the customer know that this is something Amazon promised to him, not you. Therefore, the customer needs to take it up with Amazon Customer Service. If the customer keeps sending you messages, mark them as no reply is needed / Resolved / or even report to Amazon (customer is trying to extort you).
I realize you are trying to help him, and it's very honorable. You are a good and honest seller. But trust me when I say this: in 20+ years of being on this platform, not a single attempt to help the customer (when Amazon screwed up) was worth it. I either lost money or Amazon dinged me in metrics, violations, etc. I stopped trying to help a long time ago. It's sad, but hat's just how it is.
Don't do anything at this point (beyond telling the customer to contact Amazon Customer Service about this problem). Assuming you shipped the correct product on time and delivered it on time - you have have nothing to worry about. Don't worry about things you can't control. If A-to-Z claim comes, then you will deal with that. And, it will be very interesting to see what reason for the claim will be entered. But in my opinion, it will be very easy to defend if it will say something like "discount was promised, but did not materialized". Customer has no prove that you promised the discount. Chances are, even if Amazon grants the refund, it will be funded by Amazon, not you. And you will not have any ODR hit.
Don't get emotional. You will encounter many unjust things here done to you by customers, Amazon, and some bad actors-sellers. As long as it's not your fault, stay calm, direct the customer to the appropriate channel, and move on.
Seller_7AcEeaT8sGdxu
First off, this is a clear scam and I have seen it shared within these circles of scammers previously.
The screenshots they have sent you are most likely not from Amazon Customer Service; they were created using a tool that can generate fake conversations, much like phony text tools.
Let the customer know to contact Amazon support and then leave it alone.
Seller_Ha6JyVvDK6Ybs
They also give them a 50% discount when they return destroyed missing item and this is why all USPS workers call them scamazon!
Seller_kIukTwdhvntAp
And after 6 days, still no case number and it's now a weekend...
