Amazon offers the option of messaging between buyers and sellers.
We cannot communicate the issues that we need to convey to customers for information and confirmation purposes. Buyers ''do not accept'' messages from sellers. We cannot contact customers to solve the problems experienced during the return process.
The problem I'm having is; I do not accept the customer's return and confirm whether they received the return label I sent them. But I can't do this. Did the customer receive the label successfully? Did he ship the product? I can't learn these.
One problem is that it is optional for recipients to accept messages or not.
Amazon offers the option of messaging between buyers and sellers.
We cannot communicate the issues that we need to convey to customers for information and confirmation purposes. Buyers ''do not accept'' messages from sellers. We cannot contact customers to solve the problems experienced during the return process.
The problem I'm having is; I do not accept the customer's return and confirm whether they received the return label I sent them. But I can't do this. Did the customer receive the label successfully? Did he ship the product? I can't learn these.
One problem is that it is optional for recipients to accept messages or not.
0 replies
Seller_7LrAV0m5llaI7
You can, you just have to put [IMPORTANT] at the beginning of the subject line. Then Amazon's system forces the email to the customer.
If they haven't returned it and the return receiving date is past the acceptance date, you just simply close the return as "item not returned" and that is it.
Lucre_Amzn
Hello @Seller_meU7GFUTuIOUq
Thank you for reaching out to Amazon forums, this is Lucre, and I'll be happy to assist.
The advice provided by @Seller_7LrAV0m5llaI7is actually accurate, you can refer to our help page below to review that information as well:
Send a critical message to a buyer
I recommend you to follow the above steps to be able to coordinate the return or explain policies to the buyer.
If you have any other question, please let me know in this thread so I can further assist.
Regards,
Lucre_Amazon
Seller_7LrAV0m5llaI7
That wasn't a good idea.
Check the tracking number on the shipping label you sent the customer.
You provided a refund to the customer already, the transaction is closed. There isn't anything you can do. Customer probably kept the item since you refunded it before it being shipped back.
