Handling issues!


The case of the mysterious Amazon Order!

A week ago we launched our Amazon store and are really excited that we're seeing sales on the store. We have a number of challenges and I'll talk about a few of them in the coming days but this is the story of an order that we're a little perplexed by.

A couple of days ago someone from Kolkata placed and order with us for Extra Virgin Coconut Oil. We were really excited and worked hard to get the order ready for shipment the same day. When we tried to schedule a pick-up, however, we realised that that the earliest slot available was the next morning. So we did what any good shipper would do. We packed our product, printed all the supporting documentation and kept the package ready to go.

The next day the delivery boy came to the office to pick up the order. After he picked up the order, I logged onto the seller portal to make sure things were ok and to our surprise, the order was cancelled :(

Extremely saddened by our first cancellation, we started reading up about this and wanted to know why someone might cancel an order. We're always trying to make things better and if the customer had a problem with anything, I'd like to make sure it's fixed. To our surprise, we found that that the order was cancelled by us!!!

I'm sure I've not cancelled it & Akhil is sure he hasn't cancelled it either. So how did this happen? We called Amazon and at the moment they're not able to tell us which user cancelled the order. It can't be a mistake because there are a number of steps involved in cancelling an order, so clicking on the wrong button doesn't result in an instantly cancelled order.

We've written to Amazon asking for an explanation, we've written to the customer telling her that we're looking into the issue and have requested her to raise a new order (hopefully she does). From our end, we're also giving her a bottle of free lemongrass oil and will keep her updated on what we find.

What else do you think we should do?

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