Contacting a Customer with no access to contact information: yet another Amazon Catch-22?
We were hit with a 1-star feedback, the customer stating "This order I cancelled , but still got charged, please refund."
The customer did in fact cancel the order before it was even shipped. So we cancelled, but as far as we can see, Amazon did not release the refund. Amazon, however, is claiming that the customer was not actually charged, and it was for us to contact the customer and ask them to get in touch with Amazon... They also say they can't remove the feedback. Are you with me so far?
Of course, we can't get in touch with the customer because Amazon has purged all contact information from the order page. We don't even have a name. Our attempts to speak to someone useful at Amazon have fallen flat
We would love to get the feedback removed since we have no control over the refund (assuming the customer was even charged) or at least be able to contact the customer to tell them their issue needs to be brought to Amazon...
We'd love if an Amazon moderator can chime in on this discussion?
Contacting a Customer with no access to contact information: yet another Amazon Catch-22?
We were hit with a 1-star feedback, the customer stating "This order I cancelled , but still got charged, please refund."
The customer did in fact cancel the order before it was even shipped. So we cancelled, but as far as we can see, Amazon did not release the refund. Amazon, however, is claiming that the customer was not actually charged, and it was for us to contact the customer and ask them to get in touch with Amazon... They also say they can't remove the feedback. Are you with me so far?
Of course, we can't get in touch with the customer because Amazon has purged all contact information from the order page. We don't even have a name. Our attempts to speak to someone useful at Amazon have fallen flat
We would love to get the feedback removed since we have no control over the refund (assuming the customer was even charged) or at least be able to contact the customer to tell them their issue needs to be brought to Amazon...
We'd love if an Amazon moderator can chime in on this discussion?
3 replies
Seller_OvL8C4BJWiuS9
Buyer doesn't get charged until it's marked shipped.
You will not get the feedback removed as it doesn't fall under Amazon's policy.
Can you respond to the feedback? (there was a time you could, but I don't know if they removed that).
Seller_nRFmxiQg4EGrw
All you can do is respond to the feedback. I would use something like;
"Amazon handles all charge transactions. For a canceled order, there may be a "pending" charge that will show for a few days. Rest assured that it will drop off, and no final charge will be made."
Don't bother with detailed instructions; the complaining customer will never see it anyway; but it will be there for future customers who see the 1 star feedback.
Tatiana_Amazon
Hi @Seller_Hs1TBeeH5Z8mz,
As your fellow sellers have called out, feedback can only be removed if it meets specific criteria (you can read more about that criteria at this help page). However, I'd like to take a closer look at the order if you don't mind sharing the order ID with me.
I cannot guarantee removal of feedback, but I would like to take a closer look.
Tatiana
