Customer has refund but im yet to get Product
Hello everyone, im a new seller on Amazon , my first order got returned, I have authorized the return and the customer has gotten credit, but im yet to recieve the item, only label was created, im guessing the customer never took the product to the ups store, I raised a claim and I was told I'm ineligible for SAFE-T, I just have to resolve friendly with the customer, I have sent emails to the customer but no response, can I call the customer? has anyone experienced such before? in case of next time do I wait to ensure that the product ships before authorizing the return?
Customer has refund but im yet to get Product
Hello everyone, im a new seller on Amazon , my first order got returned, I have authorized the return and the customer has gotten credit, but im yet to recieve the item, only label was created, im guessing the customer never took the product to the ups store, I raised a claim and I was told I'm ineligible for SAFE-T, I just have to resolve friendly with the customer, I have sent emails to the customer but no response, can I call the customer? has anyone experienced such before? in case of next time do I wait to ensure that the product ships before authorizing the return?
3件の返信
Seller_aV1Bh32hE0KND
Did you check under your → Manage Returns page > View more details for the tracking number and updates? If it just shipped, tracking may not have been updated yet.
The item was probably Refunded at First Scan (FRS) → Refund at First Scan (RFS) for seller-fulfilled returns
No, you are not allowed to call the customer, all correspondence needs to be done through Buyer-Seller messaging. Try to figure out first what is going on from the Amz end of things, before you send them any more messages.
Seller_nRFmxiQg4EGrw
Be aware that when a customer initiates a return request, Amazon will take the funds from your account at that point; the funds will be forwarded to the customer ONLY if the customer completes the return transaction; this may be by RFS, or when you confirm that you have received the item back.
If the customer does not follow through with the return, then Amazon will credit the funds back to your account. At one time, this was 45 days, but based on reports I've seen on the forums, it seems to be a longer time now, but I've not seen anything official.
Do not contact the customer. The last thing you want to do at this point is to encourage them to follow through with the return. If they forget about it, or decide to keep it, or for whatever reason end up not returning it, you'll eventually get your money. No point in poking the bear.
As a reference point (although pretty much useless, it will vary greatly from category to category), fewer than half of my return requests ever actually get returned.
TaylorR_Amazon
Hi @Seller_R6mbI2kTwLg76, can you confirm if it was RFS?
For the future, Buyer-Seller Messages FAQ will have you covered on how to contact a buyer.
Thank you as always, Medic and @Seller_nRFmxiQg4EGrw!
