Amazon started archiving orders over two years old this past year (maybe a little longer … @Dogtamer ?). This means sellers do not have access to them nor can they see when a buyer has bought from them multiple times if those order times are older than two years.
Warranties longer than two years will have to be worked outside of Amazon. Sellers will have to come up with their own in house method to work with their customers.
EDIT:
Archiving orders over 2 years old started September 2023.
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It created some challenges for some of our repeat custom customers which we had to also to overcome.
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I am aware, but this is not what I was referring to. Something must have changed recently because until recently, I was still able to initiate a refund for archived orders. Now I can’t.
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If you don’t have a system for processing outside of Amazon, then the Order Adjustment Feed is probably your only work around through Amazon. We can not pull up any order older than 2 years and would not be able to refund it through Amazon at this point from the Manage Order page either. Since part of our business operates through PayPal and also have access to Zelle, those would be our solutions (and we have a data base with complete Amazon order details to work with).
Maybe review this W3 School XML Tutorial to help you understand the Amazon one.
Have you considered giving your customer service phone number in an email to these customers to call so that you can obtain / create a way to help them outside of Amazon for the warranty?
We would bet that your current situation is caused by Amazon closing a loophole left over from their 2 year archive policy.
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The issue is not that I can’t deal with this outside of Amazon, it’s that I don’t want to deal with it outside of Amazon.
I believe this is likely the case, and I am sad.
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Having a 2-year archive policy makes no sense In light of the fact Amazon sells extended 3-year warranties on products.
Marilyn
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