We canceled an order, but Amazon did not refund the buyer.
We canceled a buyer's order, but a few days later, the buyer said they had not received a refund and left a negative review on our store. The buyer said that we charged them for the item, then canceled the order, but did not refund the amount charged.
However, according to Amazon's rules, we can only cancel the order after clicking on the full refund option...
We wanted to delete this negative review, but Mohamed E. told us that it could not be deleted...
I don't understand—if I didn't issue a full refund to the buyer, why does the order show as canceled?
If the buyer's claim is true, I would like to ask: why didn't the buyer receive the refund after we clicked “Full Refund”? Was the buyer's refund withheld by Amazon?
I need an explanation. Or perhaps I don't need an explanation, because this is normal for Amazon?
We canceled an order, but Amazon did not refund the buyer.
We canceled a buyer's order, but a few days later, the buyer said they had not received a refund and left a negative review on our store. The buyer said that we charged them for the item, then canceled the order, but did not refund the amount charged.
However, according to Amazon's rules, we can only cancel the order after clicking on the full refund option...
We wanted to delete this negative review, but Mohamed E. told us that it could not be deleted...
I don't understand—if I didn't issue a full refund to the buyer, why does the order show as canceled?
If the buyer's claim is true, I would like to ask: why didn't the buyer receive the refund after we clicked “Full Refund”? Was the buyer's refund withheld by Amazon?
I need an explanation. Or perhaps I don't need an explanation, because this is normal for Amazon?
6 replies
Seller_Hi7wbO2Kbo6bl
If you actually canceled an order then the buyer was never charged and cannot be refunded.
The buyer is not charged until the seller confirms the order (enters tracking and confirms or just buys the shipping through Amazon)
Buyers see that hold placed by Amazon when they order and mistake that for a charge. Thus sellers get negative feedback just because the buyer does not understand that part.
When you have to cancel, send a message to the buyer BEFORE cancelling and explain about that hold and that it will drop off in a few days.
Seller_nRFmxiQg4EGrw
@Manny_Amazon@KJ_Amazon@Atlas_Amazon can anything be done to help this poster with a negative review due to a clueless customer
Seller_88bqYzwNephnK
@Manny_Amazon@KJ_Amazon@Atlas_Amazon
I need help. My store has had no orders for four days.
Seller_Sram36TnVt73c
Dear Customer:
As 3rd party sellers, we have no control over charges or refunds.
If you still have not received your refund, please contact Amazon customer service with your order #:
U.S. and Canada: 1-866-216-1072
Spanish Support: 866-749-7538
International: 1-206-266-2992
Joey_Amazon
Hello @Seller_88bqYzwNephnK,
Appreciate you taking the time to post here at the Seller Forums.
If you received reviews that you think violate our Community Guidelines, use the Report abuse link next to the review to report it. You can also send email to community-help@amazon.com, specifying the location of the content and the reason you believe it violates the guidelines.
