Customers refunded by Amazon due to "Billing Error" and support will not help.
Last week we got 3 emails, all stating that customers were refunded due to a "Billing Error". The refunds were partial, not the full order amount. Two of the orders got refunds for the Shipping Charges, and the 3rd got a random refund amount that doesn't match anything.
We did not receive any messages from any of those customers, nor did any of those orders have any returns, claims, A-Z, or anything at all. We literally just got emails stating customers were refunded because of a billing error.
What billing error? We can't control billing, and the totals matched the order exactly, until Amazon decided to give partial refunds claiming a Billing Error.
We contacted support, and were told to file a SAFE-T claim. We attempted to do this, and all three orders are not eligible, stating: "This order is not eligible for SAFE-T claim. Only Seller Fulfilled Prime orders, MFN Prepaid Return Label orders, Easy Ship orders and VAS orders, are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details"
What?? So customers were given refunds, for NO REASON, and amazon claims it was a billing error (Which isn't us) and we have NO RECOURSE? We just lose money?
This has NEVER happened before, in all our years of selling, and then suddenly, one day last week, in the span of a couple hours, it happened THREE TIMES.
This is outright theft. Customers were randomly given money back, FOR NO VALID REASON, and Amazon is telling us it was a billing error? There were NO returns, NO messages, NO claims, NO issues whatsoever. Amazon just decided to give customers OUR money.
This really does not seem right, and support is too inept to understand that, they just give random useless responses. 3 cases for the same issue over 3 different orders. After failed SAFE-T claims, 2 cases we got responses telling us that we need to contact the CUSTOMER, and have THEM contact Amazon by phone to request that Amazon re-charge them. Are you serious?? Then, just because Amazon is NEVER consistent, the 3rd case got a response telling us to send support a screenshot of the message we get when trying to file the SAFE-T claim.
Can any Moderator Help explain this? Please?
@Topher_Amazon@Sandy_Amazon@Danika_Amazon@Michelle_Amazon
EDIT: Here are the cases - 14179322941, 14179232211, 14179185001
Edit2: Attached screenshot of email we got, with personal info removed.
Customers refunded by Amazon due to "Billing Error" and support will not help.
Last week we got 3 emails, all stating that customers were refunded due to a "Billing Error". The refunds were partial, not the full order amount. Two of the orders got refunds for the Shipping Charges, and the 3rd got a random refund amount that doesn't match anything.
We did not receive any messages from any of those customers, nor did any of those orders have any returns, claims, A-Z, or anything at all. We literally just got emails stating customers were refunded because of a billing error.
What billing error? We can't control billing, and the totals matched the order exactly, until Amazon decided to give partial refunds claiming a Billing Error.
We contacted support, and were told to file a SAFE-T claim. We attempted to do this, and all three orders are not eligible, stating: "This order is not eligible for SAFE-T claim. Only Seller Fulfilled Prime orders, MFN Prepaid Return Label orders, Easy Ship orders and VAS orders, are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details"
What?? So customers were given refunds, for NO REASON, and amazon claims it was a billing error (Which isn't us) and we have NO RECOURSE? We just lose money?
This has NEVER happened before, in all our years of selling, and then suddenly, one day last week, in the span of a couple hours, it happened THREE TIMES.
This is outright theft. Customers were randomly given money back, FOR NO VALID REASON, and Amazon is telling us it was a billing error? There were NO returns, NO messages, NO claims, NO issues whatsoever. Amazon just decided to give customers OUR money.
This really does not seem right, and support is too inept to understand that, they just give random useless responses. 3 cases for the same issue over 3 different orders. After failed SAFE-T claims, 2 cases we got responses telling us that we need to contact the CUSTOMER, and have THEM contact Amazon by phone to request that Amazon re-charge them. Are you serious?? Then, just because Amazon is NEVER consistent, the 3rd case got a response telling us to send support a screenshot of the message we get when trying to file the SAFE-T claim.
Can any Moderator Help explain this? Please?
@Topher_Amazon@Sandy_Amazon@Danika_Amazon@Michelle_Amazon
EDIT: Here are the cases - 14179322941, 14179232211, 14179185001
Edit2: Attached screenshot of email we got, with personal info removed.
0 Antworten
Seller_2ZyFFublkx5Fi
NO one at Amazon can explain this?
Mods, this doesn't seem shady or illegal to you? How are we responsible for "billing errors"? How do we have anything to do with billing? The customers were charged correctly according to the listing.
So, can Amazon support just DECIDE that something is free shipping? Over a MONTH after the order is shipped, even though we have shipping charges listed, AMAZON SUPPORT can just make the call that the listing is retroactively Free Shipping? Am I understanding this correct? Amazon can DICTATE that our listings are FREE SHIPPING for customers of AMAZON'S choosing? With no explanation to us? Just by claiming there was a Billing Error? When AMAZON controls the billing?
Make this make sense, please.
Seller_eEyxArRDxNJSZ
I just got the same thing a couple of days ago for $75. no explanation other then Billing error. Ive been on a chat session with SS for about an hour now and she is "researching" the issue.
She just got back saying that being that it is a merchant fulfilled order I have to reach out to the buyer and resolve this.
Makes no sense.
