Customer confused who they purchased the item from.
Hi, i have a customer contacting us claiming to have a faulty item purchased in November that they would like to return.
i thought it was odd that the message didn't appear with the order details but i have been politely trying to assist them and asking for order details etc. responding to all messages in 24 hours.
They have sent mulytiple messages daily saying it was definitely purchased from us , not giving any order details but finally providing a screen shot of the product currently live on Amazon and us listed underneath as the seller.
After a week going back and forth a week they have provided an order number and as expected i cannot find it in any of my orders and cannot find anything under their name.
i am using Amazon FBA and sold out of this product in October and restocked in January.
i am confident this is not from our store.
the customer is adamant it was purchase from us and is getting irate.
i am doing my best to help but am getting nowhere and concerned somehow i maybe at fault with amazon for something.
I have suggested several times for them to contact Amazons customer suppport to no avail.
Any suggestions? i don't want to start flagging the messages as "no response needed"
is there a generic customer support link i can send them, or a way i can report the problem to Amazon so they can step in and help them directly?
Thanks!
Customer confused who they purchased the item from.
Hi, i have a customer contacting us claiming to have a faulty item purchased in November that they would like to return.
i thought it was odd that the message didn't appear with the order details but i have been politely trying to assist them and asking for order details etc. responding to all messages in 24 hours.
They have sent mulytiple messages daily saying it was definitely purchased from us , not giving any order details but finally providing a screen shot of the product currently live on Amazon and us listed underneath as the seller.
After a week going back and forth a week they have provided an order number and as expected i cannot find it in any of my orders and cannot find anything under their name.
i am using Amazon FBA and sold out of this product in October and restocked in January.
i am confident this is not from our store.
the customer is adamant it was purchase from us and is getting irate.
i am doing my best to help but am getting nowhere and concerned somehow i maybe at fault with amazon for something.
I have suggested several times for them to contact Amazons customer suppport to no avail.
Any suggestions? i don't want to start flagging the messages as "no response needed"
is there a generic customer support link i can send them, or a way i can report the problem to Amazon so they can step in and help them directly?
Thanks!
0 Antworten
Seller_ZJhFeE3tNKzfh
I would stick to one line now going forward. You do not have any records of the order based on the order number they have provided. Advise that several sellers sell the product on Amazon but your records show it was not you who sold the item. And then advise that for further support they should contact Amazon directly.
Seller_HetZ8jdM3gAgI
You could direct them to go through their account history to the order and open a return request if it is faulty, as this will enable them to open a return case and be able to return it at no cost. Explain again you have no record of the order as you were out of stock at the time and another seller may have been on the listing. If they open the case it will go to whoever the seller was at the time they ordered.
Ange_Amazon
Hi @Seller_H8biDdMcJRzLt,
In addition to what the others said, I think you can simply direct the person towards Amazon return policy as guidance.
Best of luck,
Ange from Amazon
Seller_DfMOm9tgJKAex
once you have advised its not from you, and have directed them to amazon customer services and sent a link to the return policy i would just mark as no response needed.
at that point you have provided as much help as you can, you have not broken any amazon rules as you are not the seller, and continued responses from you will just initiate more responses from them
