This double speak is in my messages for an order I received today and already marked shipped (for tomorrow’s mail) This text from Amazon is pretty unclear.
The order was in my RETURNS tab, so I refunded the order and marked it Customer Canceled. I also replied to the message asking for clarification.
Dear MY STORE and BUYER NAME, This note is being sent to you by Amazon to notify and confirm that BUYER NAME has canceled a return request for the following order: Order ID: 111-xxxxxxxxxxxxxxxxx Item: xxxxxxxxxxxxxxxxxxxxx Qty: 1 Return reason: Bought by mistake Request canceled: March 17, 2024 BUYER NAME, the information above is confirmation of the return request that you canceled. MY STORE, you can communicate with the buyer in the Manage Returns section of your seller account. You can also respond to the buyer by responding to this email. For more information, click the order’s “Read return details & order history” link. Sincerely, Amazon Services
That’s the standard language…and IMHO, they are encouraging you to message the customer which I thought was a “no no”.
I actually took a chance the other day because the cancellation reason was “will arrive late” – but I was gonna ship it the next day like normal instead of needing the four days for production time. So far so good, it hasn’t come back.
I just make sure that I mark “Buyer Cancelled” because I catch most of those on the app on my phone. And you have to specifically change it to that reason. On the computer, it auto populates, but not on the app.
Makes me also wonder if Buyer saw that shipping or tracking was uploaded and thought they could get something for free not realizing that the Seller still had the package and could UN DO everything without real consequences. Seller is out the cost of the envelope/packaging and label and time. (I mean the paper the label was printed on, not the postage).
I am so confused. I got the same “cancelled a return request” message as @CastleofAhhh 3 times for the same order. Tracking shows order was delivered June 2.
June 2 12:09 PM: Return authorization request
June 2 12:03 PM: Cancelled return request
June 5 5:54 AM: Return authorization request
June 5 5:49 AM: Cancelled return request
June 6 6:03 PM: Return authorization request
June 5 6:18PM: Cancelled return request
The time stamps are on the email, so maybe that is just the time my inbox receives the messages. For some reason, the cancellation requests go to one email address while the cancel return requests go to another email address.
What does this person want? For the first two cancellation requests, I just marked them no response needed, because I assumed they created a cancellation request but changed their mind. But now, I’m not so sure. Why would they do this three times? Amazon’s message is so unclear.
In Manage Returns, the order is under the “completed” tab, even though I never authorized a return. I assume that’s because the return request was cancelled.
I think this is all you can do/check until or unless the Buyer contacts you or Amazon??? But from Amazon’s end, it appears to be resolved, at least for now.
I finally messaged the customer and told them I was confused and told them Amazon has been cancelling the returns per their request, so if they want to return it, please put in another return request don’t cancel the return. They put in a return request today and they didn’t cancel it, so maybe they were confused about the whole process.
