Dear < Name >,
Thank you for reaching out to us regarding your recent order. Again, we're sorry that things did not go according to plan and are happy to assist you with your order update and status of the Return. As we've mentioned we are happy to refund you once the return order has been shipped, received in our warehouse, and passes initial return inspection. Once we approve credit the funds back, you should expect the refund within 1-3 business days. Upon further review of the order history and notes we show the following:
Status: <insert last/current scan details> Example Your order has not been received and is still in transit.
Carrier Tracking: <insert carrier & tracking number >
Tracking Link: <insert link to carrier page if available>
Again, the item must be inspected by Return Team and once it passes you should expect to see the funds credited back within 3-5 business days. We reserve the right to deny funds if issues were not fully disclosed prior to return approval and or return conditions were not met.
For further details, please visit the following link for our Amazon Storefront policies:
Sincerely,
<Name>
REFUND COMPLETE - FULL REFUND
Hello <name>,
Thank you for contacting us, this is a courtesy message and response to your inquiry on your order. Our records confirm that you order was refunded in full and the refunded amount should reflect onto your original payment method's statement within 3-5 business days. For your convenience I have provided you with the confirmation screenshot of the refund processed in Amazon Seller Central.
<Insert Attached File of Order Refund confirmation screen from SC>
Thanks,
<name>
REFUND FOR RETURN/PENDING RETURN -
- Verify Return Tracking and if return label is activated then we must set to refund pending in CRM prior to the delivered goods as Amazon refunds upon first scan.
- CRM must be set a refund pending and tracking link as PROOF OF RETURN
- Escalate this via Slack to CS Leadership to issue urgent refund if Cx issue is escalated so that a CS Leadership member can process refund in SC if needed.
- If the customer has not returned this, you must send return shipping reminder to complete return in this section see here < RETURN TEMPLATE >
Hello < name >,
Thank you for contacting us and apologies for any inconvenience you've encountered along the way with your order. The item is currently in transit and has not been received by our warehouse at this time, once the goods are returned our Return Team will be happy to process the Return.
I have alerted my return team of the expected return and we can expedite the process and appreciate your patience as I submit this to our team. Again the order will be refunded the moment this is received in our facilities and passes our quality assurance checks before we can process the final steps to complete your return request. Please be assured that this will be refunded and while we understand this item was shipped, it has not yet been received by our team for inspection and final return processing. A refund will be processed and you should see this credit on your statement within 3-5 business days. If a replacement is requested, we will provide separate tracking and status updates shortly.
Return Tracking Link: < insert carrier URL tracking from carrier website here >
Thank you again for allowing us to make this right, please do not hesitate to reply.
Sincerely,
< name >
REFUND COMPLETE - NO NEED TO RETURN
Hello <name>,
Thank you for contacting us, this is a courtesy message and response to your inquiry on your order. We're really sorry that this order did not meet your expectations nor ours. We understand that this is upsetting which is why we're happy to refund you in full without any need to return this item back to us.
Our records confirm that you order was refunded in full and the refunded amount should reflect onto your original payment method's statement within 3-5 business days.
Thanks,
<name>
SHIPPING EXCEPTION - a shipping exception is a confirmed issue that prevented the order from shipping. This could be damaged in transit, lost, or cancelled. We need to take immediate action and ensure the order is set to refund in full. Create Lost RMA, Contact the Vendor to advise of the shipment issue and request cancellation and credit. Reassign the ticket you sent to the vendor to the Lost Team so they can assist with claim filing.
Dear < customer name >,
This is a courtesy message to inform you that we discovered a delivery exception with your error and regretfully an issue occurred while this was in transit that has impacted the order. As a result, we've taken proactive measures to resolve this matter and will be processing a refund in full for the inconvenience and to allow you to make alternate arrangements. We're sorry for the inconvenience and we thank you for allowing us this opportunity to make try and make it right, you should see the refund credit within 3-5 business days or per your financial institution's processing periods. Please feel free to reach out to us for any further questions or assistance.
TRACKING LINK: < Insert Carrier Tracking Link URL >
Thank you,
<name>
ITEM PENDING SHIPMENT - CANCELED ORDER DUE TO DELAYS
Order status open, send cancel req to vendor and reply to Cx we are submitting their request.
Dear < customer name >,
Thank you for contacting us, I am sorry for the unexpected delay. This is not typical and we are continuously working to improve our inventory management. It does look like this order has been delayed and I’ve sent this to our shipping team to process the cancellation for your order. Once completed you will receive a refund processed back onto your original payment within 3-5 days. Please allow us at least 1-2 business days to receive the confirmation for the cancellation, please feel free to reach out to us if you should have any further questions or need assistance, we’re happy to help!
Thank you,
<name>
FAILED RETURN INSPECTION
< Include Vendor/Manufacturer Inspection Notes on return denial *** Include photo attachments >
Dear <name>,
This message is to inform you that we received a Return shipment from you and after reviewing the returned item for quality assurance, the item that was returned does not meet our qualifications and was rejected as it is evident that the item was used, installed and is no longer in the original condition when it was delivered. All items that are eligible for return must be returned within 30 days of receiving the order and all items must be NEW, UNUSED, and NOT INSTALLED OR USED. As a result of the returned item not passing our quality inspection, we are returning these items back to you and denying credit as the returned items you’ve sent did not meet our guidelines.
Return Inspection Notes: < insert mfr/vendor notes and reason for denial and photos as attached >
For more info on our Returns Guidelines please visit: https://www.amazon.com/sp?ie=UTF8&seller=A2F8QH83YSA2LG&isAmazonFulfilled=0&asin=B07QBHXMZY&ref_=olp_merch_name_1
All returns are subject to inspection, if the item is not in its original condition, appears to have been used, installed, or damaged in attempted fitting, we do reserve the right to deny credit and will return the item back to you if conditions are not met.
AMAZON CUSTOMER WANTS REFUND TO DIFFERENT PAYMENT -
The customer must be directed to Amazon and their Bank/Credit Card Company for issues with payment. We do not refund to Amazon Store-Card or gift cards as we are the Fulfillment partner and Amazon is the Merchant who is responsible for any additional services needed. Customers may contact inquiring about the refund going to a card that was previously compromised (fraud) and request we update the card.
A refund can be processed on our end, typically this will transmit to the Cx's payment routing info, if a previous card was compromised, the routing will transmit to any new or updated routing/account associated with the Cx's payment. Further inquiries should be advised for the Cx to contact their bank or Amazon Customer Service.
*** WE DO NOT PROCESS OR HAVE ACCESS TO PAYMENTS AS AMAZON IS THE MERCHANT ***
TEMPLATE:
Thank you for contacting us and we are sorry to hear there was a problem with your original payment method. We understand your concerns and while we have refunded the order we are unable to process this request as we do not have access to your payment management as this is encrypted and managed by our Amazon partners.
We assure you that the refund was processed and while we understand your original payment card was compromised, if this was reported to your bank you should've received a new card and any credits that are processed after your previous card was flagged will automatically be rerouted to your new card issued by your bank or credit company. As a fulfillment partner, we are responsible for the timely delivery of items and for service related issues however we do not have access to your payment management as this is again encrypted and managed by our Amazon partners who are the merchant the goods were paid to.
We understand that this is important and of urgent concern for you and we strongly encourage you to please contact your financial institution for questions on how credits will work for a compromised payment and also our Amazon partners below.
Amazon Customer Service - 1 (888) 280-4331 or visit their retail website at www.amazon.com/gp/aw/contact-us
Sincerely,
<name>
