One of the great benefits of being an Amazon FBA seller is that Amazon themselves take care of all the customer service issues that may come up with any FBA order. Most buyers don’t know this (they have no reason to know) and may message you with a question regarding their order. As much as you may want to help the buyer and to accurately answer the question, often times Amazon has not provided sellers enough information about a FBA order to answer it. In these cases you should advise the customer to contact Amazon directly to get their questions answered. Below is a simple form letter you can use to respond to buyers in this situation.
I’m sorry to hear about your fulfillment experience not being as expected. Your order was processed by Amazon.com, and therefore we are unable to see certain details of your order. However, Amazon.com would be more than glad to assist you with this issue! They are available 24/7 to answer your questions and solve any issues you may run into. Here is how to contact them:
If their is anything else we can do for you please feel free to let us know.
Thank you again for contacting us,