Friday, November 13, 2015

How to use chat to initiate a refund from Amazon for an undelivered item


Message From Customer Service


Here's a copy of the chat transcript you requested:

Initial Question: Re: My Amazon order #402-2752557-1749161

I was informed six days ago that this item had been returned to the fulfillment centre by Aramex. I have two issues here:

1. When will I get my refund?

2. Aramex is unreliable. If I remember right, this is the second or third time that the Aramex courier has said my address "cannot be located". Every other courier company has delivered to this address for many years now without any problems.


03:45 PM IST Sangeetha(Amazon): Hello, my name is Sangeetha. I'll certainly try to help regarding your concern.

03:45 PM IST Ramesh Prabhu: Thank you, Sangeetha.

03:46 PM IST Sangeetha: Thank you for providing the order details.
Let me check the details for you.

03:46 PM IST Ramesh Prabhu: Sure. Thanks.

03:47 PM IST Sangeetha: Thank you for being on hold.

03:48 PM IST Sangeetha: I'm sorry that your order is not delivered to you.
I've forwarded your complaint about the third party couriers to our shipping department--I know they'll want to hear about your experience. I'll also be sure to pass your message on to the appropriate people in our company

03:49 PM IST Ramesh Prabhu: Thank you.

03:49 PM IST Sangeetha: As your order is returning to seller I'll refund the amount to you right away.
Please be on hold let me process the refund for you.

03:49 PM IST Ramesh Prabhu: Okay.

03:51 PM IST Sangeetha: Thank you for being on hold.
You can see your refund requests here - [redacted]

03:53 PM IST Ramesh Prabhu: Right. I checked my bank account yesterday -- the refund had not been processed.

03:53 PM IST Sangeetha: I've processed the refund for you now.

03:54 PM IST Sangeetha: This is the confirmation that I've processed the refund for you now and it will be credited to your account in 2-4 business days.

03:54 PM IST Ramesh Prabhu: Oh okay. Thank you.

03:54 PM IST Sangeetha: As I've initiated the refund and your bank takes 2-4 business days to credit to your account.

03:55 PM IST Ramesh Prabhu: But shouldn't the refund process have been processed automatically without my having to contact Amazon?

03:56 PM IST Sangeetha: Generally the refund will be processed automatically once the order reaches the our fulfillment centre and as you are the valid customer I've initiated the refund as your order is not delivered.

03:57 PM IST Sangeetha: Please do not worry I've forwarded your query to the concern department and make sure this may not happen in future again.

03:57 PM IST Ramesh Prabhu: Okay. Thank you. You have been very helpful. I have to leave now, so goodbye.

03:58 PM IST Sangeetha: It's my pleasure to assist a valuable customer like you.

You're welcome. Is there anything else I may help you with today?

03:58 PM IST Ramesh Prabhu: No, nothing else. Have a nice day!

03:58 PM IST Sangeetha: ​T​hank you for contacting Amazon. We hope to see you again soon.
Have a great day ahead!

Please click on the “End chat” button at the upper right corner of this window.

Thank you.

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