Replacement Requested Paradox
Last night I received a notification of a return request or an order with the reason being the wrong item was sent. I traced my inventory and indeed it was our error. The issue is that the original order is currently in my Manage returns section and it also says Replacement Requested. Meanwhile, in my pending orders is a $0.00 order from the same customer (I know it is them because I can search the "See all 2 orders from this buyer" as well.
What is my approach to this? Since the replacement is still listed as pending status I cannot purchase shipping from Amazon for the replacement shipment so I will have to use an outside source to purchase shipment which is fine, but will the tracking information be valid since it would be shipped before the pending order? If I refund the order will the pending replacement eventually roll over into an order I need to ship?
Replacement Requested Paradox
Last night I received a notification of a return request or an order with the reason being the wrong item was sent. I traced my inventory and indeed it was our error. The issue is that the original order is currently in my Manage returns section and it also says Replacement Requested. Meanwhile, in my pending orders is a $0.00 order from the same customer (I know it is them because I can search the "See all 2 orders from this buyer" as well.
What is my approach to this? Since the replacement is still listed as pending status I cannot purchase shipping from Amazon for the replacement shipment so I will have to use an outside source to purchase shipment which is fine, but will the tracking information be valid since it would be shipped before the pending order? If I refund the order will the pending replacement eventually roll over into an order I need to ship?
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Seller_Hi7wbO2Kbo6bl
The way by-the-book Amazon replacement works: the seller must have enough quantity for the SKU to permit a replacement. The buyer is issued a return label. After the return label is scanned the seller receives a zero-value order from that buyer. This allows the seller to use Amazon buy-shipping if that is their preference.
That's the only route through which Amazon recognizes replacement as a problem solving technique.
Tatiana_Amazon
Hi @Seller_ouUD1W8E6Duvm,
I just wanted to pop in here to verify that @Seller_Hi7wbO2Kbo6bl is correct. We appreciate you wanting to get the replacement order out to the customer as soon as possible, but we also want to ensure the incorrect product is returned back to you to ensure there is no loss of that product. You can read more about the replacement order policy here.
Let me know if you have any other questions or need help with this order in any way. I'm happy to review the order and return.
Tatiana
