Can you change the refund amount after submission?
Hi All,
I’ve had the worst experience selling on Amazon for the first time.
Long story short a customer wants to return an item because their child ordered it without them knowing (which I find hard to believe as the customer would have gotten emails/ notifications of the order/ dispatch etc) and requested a return based on ‘accident’.
I was confused when I saw a green tick saying ‘auto authorised’ using an amazon returns label so I questioned amazon about it via email and 1 associate said “you don’t need to refund the customer until the item is returned in your hand” and 3 other associates said " If you don’t refund the customer in the next 24 hours we will automatically give her the full refund and If you want make the customer pay for the delivery, you better do it now before it reaches 24 hours of the requested return"
Essentially bullying me into giving the customer a refund without seeing the condition of the return or having the item in my hands yet. The item in question is a Ryzen 5800X and if the box is opened the value of resale will dramatically change for me ( I sold to customer for £314.59).
I’m beginning to think the Amazon associates gave me bad and wrong advice because now I can’t change the refund amount if the item returns damaged and the customer is asking me if they can return the item to me for the same price I sent it to them (£7.65) and will they be charged? Problem is when Amazon forced me to refund the customer I refunded them for £310, so my question is as follows;
1. How can I change the refund amount when I’ve already pressed refund for £310? (Is it by pressing the cancel button?)
2. Also what are my rights as a seller in terms of how much I can deduct from the refund if the customer sends me back the item with a ripped box? How much am I allowed to deduct in line with Amazon’s terms and conditions?
I am absolutely shocked and appalled with the help from amazon associates as they were not helpful at all and kept sending the same links which didn’t answer my questions above.
Would be very much appreciated if anyone from the community could help me with this please
Kind regards,
Rohin
2 replies
Seller_DROodOAYHftnc
It is well known that on occasions they do give conflicting advice, and often totally incorrect - many do not know or understand their own policies.
Seller_JB8wPCk9zkyad
It looks like they now have your product and their money.
It;s unlikely you can do anything if you have already refunded. Can you show a screenshot ? Have you had an email that is titled " Refund Initiated " ( which normally comes through a few hours later ) ?
I am sure most here would be advising the same thing: If you cannot afford to suffer the loss, get the item back, and don’t leave anything to chance.
It’s a 315 item, it looks like the refund is already in the works, so right now they have your product and their money and no real incentive or motivation to return. At this stage, forget faffing about for a few quid. Be extremely professional, don’t get into any unnecessary conversations. Focus on just getting the item back and you can deal with other matters later. Tell the customer you will organise and pay for the item return. Don’t leave anything to chance. Tell them would appreciate that the item is wrapped carefully and securely to ensure it is not damaged in the post. If they need a box or bubble wrap, offer to pay for it. Find out when it is convenient for them to be available to to the courier collecting, so that the time and date is convenient to them. Ask if they have a printer. Organise your own courier and collection. If the customer has a printer, your options are numerous. If the customer claims not to have a printer, then PARCELFORCE can be booked and they will bring a label themselves.
Just arrange to get it back at this stage.
