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Seller & Customer Support Sending us & the customer on a wild good chase, refusing to refund customer & blaming it on us
long story short:
- Customer places order
- Customer returns at own expense without opening a return request.
- We receive the products & issue the refund.
- Refund goes to pending
- Pending notice disappears after a couple of hours and the order is never refunded.
We opened a case with seller support. The representative tells us that the customer's card expired & that the customer needs to add a new card so the refund can get disbursed to our account. They request that we let the customer know this information and to contact Amazon's customer service if they need additional assistance.
After the customer contact's customer service, all customer service does is send us a message and tell us to "resolve it". Essentially throwing us under the bus, acting as if we haven't issued the same refund dozens of times. We of course comply & nothing happens.
Below is "seller support's...support"
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Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product:
Order number:
Return requested: No
Reason for contact: Customer wants help with the refund for this product as he didn't receive this item. But customer wants the refund in different card as the card he used to make payment of this product is no longer available. So Please help customer to issue a refund to another card.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product:
Order number:
Return requested: No
Reason for contact: Hello Seller,
ASIN -
THIS IS TO INFORM THAT THE REFUND IS GETTING DECLINED AND CUSTOMER NEEDS THE REFUND ON A NEW CARD AS THE ORIGINAL PAYMENT CARD IS NOT ACTIVE , PLEASE REFUND THE AMOUNT ON NEW CARD AND RESOLVE.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product:
Order number:
Return requested: No
Reason for contact: The customer asking for his refund.
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
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Rinse & repeat this doom loop / wild goose chase. We've even asked the customer to open an A to Z but they haven't been able to for some reason.
Relevant case ID's are below:
15680926801
15643498391
15321161661
Mods - we are very, very tired of dealing with this issue. This is your responsibility, not ours. We have done our part by issuing the refund request several times. As you know, we have nothing to do with billing nor do we even see the buyer's payment information. It's extremely frustrating that this is happening as we actually want to help this customer, not give them useless advice that won't do anything. The customer did the right thing by returning the product, we are not trying to keep their money. This makes us look really bad and incompetent.
Please escalate & fix this ASAP.
5 replies
Seller_VHyac3lhWgOvN
@Danny_Amazon @Danika_Amazon @Jim_Amazon @Troy_Amazon @SEAmod @Steve_Amazon @Blake_Amazon@JiAlex_Amazon@Cooper_Amazon @LeviDylan_Amazon @Emet_Amazon@Topher_Amazon @Jessica_Amazon @Jessica_Amazon_ @CR_Amazon
Danny_Amazon
Hi there @Seller_VHyac3lhWgOvN- and thanks for surfacing this situation. I do apologize that the forums can't serve as an urgent support mechanism, but I am glad to see you've been working on the topic with our support teams through those cases.
Within your buyer/seller messages with this customer, were you able to inform them the refund is being declined due to their card being expired? I do see the investigation into this is being actively conducted through case 15680926801, but I would recommend reaching out to the buyer as a first step.
If you have already done so, and they advised they have updated the card attached to their order, you may wish to attempt processing the refund through an Order Adjustment Feed if you haven't already!
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