Beyond Belief - Returns
I have received 2 items as a return from a customer, items I don’t sell. They have used the wrong order to create the return. I asked for assistance from Amazon to sort this out, what a mistake, I should have known they would mess up as usual.
Would you believe this, ss have told me I need to refund the customer and that I am required to do so according to Amazon policy.
WHAT?? No indeed I am not required to refund a customer for something they did not even buy from me. What an absolute cheek. They have even had the brass neck to tell me they will refund the customer from my money for something I didn’t sell.
The customer has my item which is a completely different value from what they returned, they are as far as I know using my item and have not even asked to return it. Why on earth should I refund a customer for goods I never sold them, Amazon is beyond belief.
96 replies
Seller_hC0hNVDuILaKO
Presumably you have tried emailing the buyer?
If that failed then do you have their phone number? This would seem to be a case where you need to speak to the buyer just to help clarify the situation.
You will need to open a case [if you haven’t already done so] and explain that you have not received back anything in relation to your order so are unable to refund, but that the customer has inadvertently sent you goods belonging to another seller. State that you will gladly forward those goods on if the buyer, the other seller, or Amazon provide you a pre paid label.
Seller_rGtEcZnu0JTRD
Not sure if this is a new scam, we had the same thing, purchase a 120.00 item, send back a 5.00 item from somewhere else, then send tracking to Amazon to prove it was delivered followed by an A-Z claim when you don’t refund. This site becomes more difficult to make an honest living from on a daily basis, and SS are a joke, always side with the customer, as it is imopssible for the customer to be wrong. What they dont realise is that we are all customers to Amazon, and they make far more money from us then they do from buyers, shame they dont appreciate us as customers.
Seller_DROodOAYHftnc
Makes you wonder if this another type of scam ? - the customer uses a genuine order but returns any item, but it is your word against theirs as to what you actually received.
Call me cynical, but some of the things I read on here make you question anything like this.
Seller_EJIX7rqDNQJi2
Why would you trust any advice provided by the (usually incorrect) Seller Support?
Of couse you don’t need to refund. Ask the buyer to provide you a pre-paid return label and also return the correct items back (within the returns period) if he still wishes to complete the return.
There should be no refund before having the correct products returned.
In case of a potential A-Z claim, it will be easy to defend as Amazon doesn’t require any proof and will take your word.
Seller_zBcK3LwCAtBeW
I’m sorry for your problems, amazon seller support are useless, they are from india and do not know anything, they have no idea what is going on, they literally have no idea what on earth amazon even is.
Meanwhile, in your situation, i don’t know the value of the goods but you can refund and and seek payment from the customer through legla proceedings. This does cost, but it depends if you care enough for the principle.
Seller_YDPIfu5nDA4Oi
I had a similar thing on ‘the bay’ happen over christmas when we were closed,buyer opened a return request which are now auto accepted over there, buyer sent back a carrot grater instead of an item that costs us almost £200. I refused him his refund, ebay sided with me, he then opened a case with PP, PP as ever sided with him and refunded him his goods. I opened a case with the bay regarding the PP refund and the bay reimbursed us, I almost choked on how good the customer service was!
Seller_6sxtIS0RbZ5k7
I agree with Thylvesther, if you haven’t done already, write it in really clear bullet points that make it easy for them to do what you want them to do.
Customer order number xxxxxx
Customer bought this item from me
Customer has returned a different item
I do not and have never sold this item
Please supply a postage label for me to return this item to the buyer
Do NOT refund from my account as this is not my item
Seller_OPIGLOYfyTIdQ
Good luck with SS. You have more chances sending message to Santa.
Seller_zWhFURNhcbesd
Have you talked to anybody at SS? Maybe you wrote something earlier but I have forgotten. If you are lucky, the “right” person will call you back. Every once in a while you actually get help from SS.
Seller_qHzcAWcsPVCfg
This is soooo wrong.
It may be the “only way forward” for them but that is only because they are incapable of doing their job correctly.
The SFP Policy on returns states
"Generally, a full refund must be granted to the customer when a Seller Fulfilled Prime item is returned, subject to the following exceptions: For items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to a seller error, sellers may deduct up to 50 % of the item price. "
Consequently:-
- a Seller Fulfilled Prime item has not been returned so refund not owed.
- even if 1. was declared void, then as “not in the original condition” means 50 % can be deducted.
100% refund is NOT due to the buyer.
I am aware you can claim back, but why should you do the work and wait when they are refunding the buyer contrary to Policy in the contract you signed up to?
