Nothing new, just not in the mood for this tonight. Email from Amazon CSR, translating a customer’s wish.
Why don’t they know the Amazon policy. Now if the customer had contacted us, we likely would have replaced the item. This is a item we manufacture centered around the birth of a child. The last thing the customer needs is to deal with corporate hygiene.
What we Got
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: B09XXXXXX
Order number: 111-0000000-9999999
Return requested: No
Reason for contact: Package is showing as undeliverable . So please reach out to the customer with the resolution , i.e, replacement or refund , as soon as possible . Thank you .
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
I responded in one hour, the CSR does not know that we need to respond in 24 hours? They do not know that we bought, shipping through Amazon, shipped on time and the USPS shipped it on time?
What I sent the customer
Good Afternoon,
Thank you for reaching out to our family company, I appreciate that very much.
It appears the Amazon Customer Service rep is asking about your package. It was shipped to the address entered.
Asdf first name Qwerty last name
000 NW 11TH ST BLDG 999
APT # 000
qwertyasdf CITY, XX 12345-6789
It shipped on March 19th and departed our post office at 6:11pm
They are indicating “Addressee Unknown”
I would recommend that you file an A-Z claim with Amazon for a full refund. You are required to contact us, and you have done that through an Amazon Customer Service Representative. The required delivery date is Friday April 5th, Since this is Amazon policy, I am sure they will issue the refund at your request at that time.
If you would like to reorder, we will be sure to expedite shipment.
We had a similar message recently from a customer service rep, and we noticed it said the respond within 48 hours, and thought that was odd. Turned out, the customer had purchased 3 copies of the same book – from 3 different sellers – and the incompetent rep sent the message to the wrong seller, i.e. me.
Here’s my annoying message today, regarding an order which I canceled ASAP because I forgot to eliminate a non-US shipping template.
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: Please issue refund for the charges made as this is cancelled order Please respond to this request within 48 hours. Thanks, Amazon Customer Service
My response:
Dear Amazon Customer Service,
I’m sorry that you’re completely ignorant of Amazon policies and procedures.
AMAZON has the money and the refund comes from AMAZON. As a seller, I don’t get a single penny until one MONTH after the product is delivered. When an order is canceled, AMAZON refunds the money to the customer.
Your incompetence and ignorance of your job is staggering. Please learn the basics of Amazon policy before lying to customers and harassing sellers.
Is that the response you wanted to send to the rep, or the response you actually sent?
I only ask because when we respond, it goes to the buyer, not the rep. Going off on the rep, no matter how deserved, is counterproductive since they don’t see it, only the buyer does.
If it’s the response you wish the rep could have read, then it’s spot on.
Better response would be to tell the buyer that since the order was canceled, their card was not charged. There can be no refund since there was no charge. That which appears to be a charge is just a hold, and will disapper after a few days.
That’s the response I absolutely sent, and weirdly enough, it completely disappeared. Maybe customer service read it and redacted it? Wouldn’t want the customer to be any more aware of their incompetence than need be.
