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Amazon asks us to send replacement, then lets buyer keep both
Buyer ordered. We shipped. Order did not arrive on time.
AMAZON TOLD US TO RESHIP A REPLACEMENT BEFORE THE FIRST PACKAGE ARRIVED. We shipped replacement. Buyer received both packages. We asked buyer to return the second item, we provided a prepaid shipping label. Buyer has ignored us and kept both items. Amazon told us to wait 30 days from the time the replacement was shipped, and to contact Amazon for reimbursement for the replacement item.
We did. Buyer has not returned either item, Amazon will not reimburse us the $300 for the replacement.
I attached a prepaid return label for the buyer, the email from Amazon telling us to send a replacement, and the email from Amazon stating that we'd be reimbursed after 30 days and sent it to Amazon for reimbursement. We've been ignored to this point.
Shipment one was shipped June 4, delivered July 11 with signature
Shipment two was shipped June 25, delivered June 28 with signature
Order ID: 112-8149154-4601024, case ID 15744562121
31 replies
Seller_OvL8C4BJWiuS9
You just shipped out a replacement without the buyer processing a request for one in their account?
Seller_hYs285lRCwgRv
I have customer service messages that request I send a replacement/refund with no other information, such as why. CS just types word-for-word what the customer is saying on the phone. I sell custom items that are not returnable. In these cases, I reply to the customer service message and it goes directly to the customer. I will explain the situation (professionally, of course) and I haven't had a problem. Usually, the actual customer will reply to the email I send.
In your case, I would have directed the customer on how to do a return through their purchase page (which is probably what the original CS rep should have done). I completely understand why you would follow instructions and I'm sorry this happened!
Seller_ntjsLtbenySYo
i always cancel replacement orders....i'll take the hit on metrics. have buyer send back item, and make another purchase
Seller_tp6vjqzMc5wdz
You can get replacement requests in your awating shipment. Those are the "official" replacements. However, we cancel them because we have received an empty box or some broken junk a few times. Amazon would not do anything to support us.
Seller_hMIK0M9OsKb5U
Amazon CSR will request anything even say things against policy and Amazon does not step up to do what was requested. You must NEVER listen to anything a CSR says that is against policy. Reply to the email to the customer, apologize for the misinformation and let them know what you can do.
Seller_nxvyRDZCFduAS
Another example of unacceptable seller support. Not only are they untrained in the proper processes, but they are also setting you up for negative feedback if you don't send the replacement.
- Buy shipping from Amazon for added protection
- When CS or buyer contacts you always reply with - file an AtoZ claim.
Seller_xlf3vF516IRli
Return requested: NO
HI team,
Customer is looking to get the item re-shipped kindly have a replacement sent out and share the tracking id
Order ID 112-8149154-4601024
Please respond to this request within 48 hours.
That first line is the key to this whole thing. They did NOT want to return the original item, they just wanted a free 2nd item. You should have responded to the customer to open an official Replacement Request as this method was not the proper channel to request a replacement and cannot be accommodated. Based on this Amazon is NEVER going to approve any reimbursement. The buyer didn't agree to return the original item. They just wanted a 2nd one and you provided it. Sorry, but I don't think Amazon is going to help you here.
Seller_kWzASERYhgus6
i was told by a CSR that we are supposed to get credited for the replacement if the original item is not returned after 30 days. Have not tested this out yet as I was recently ripped off by Amazon this way also.
Jameson_Amazon
Hi @Seller_ir2sdQjTkfjTh,
Thank you for reaching out about this! I'm sorry to hear that this happened. I'm just coming across this thread and wanted to check in with you, has there been any updates on this order since posting?
I took a further look into case 15744562121 and see that the latest correspondence was regarding the searchability of the ASIN. Have you received any additional responses about the reimbursement request for the replacement?
If you have any additional case IDs about this replacement, can you please send those to me? If you do not have any recent cases about this situation, I'd recommend opening a new case for further assistance. If this is not resolved after opening that case, please let me know so I can escalate further, if possible!
Thanks again,
Jameson
Seller_kWzASERYhgus6
Update on my order where the replacement was shipped over 40 days ago but the original item was never sent back.
AMAZON AUTOMATICALLY REIMBURSED ME FOR THE REPLACEMENT
Imagine my shock when the support rep (a chat rep, thank you) showed me the automatic reimbursement under the REPLACEMENT order number in my transactions list. It is under the "Other' category, but the SAFE-T Reimbursement is right there in black ink.
It is a wonderous day.
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