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Customer Returns - Washed and used clothing
Hi all
What do you do when a customer returns an item that is either washed or used? Amazon automatically accept it but i have just opened an item of clothing which was sent out for valentines. Customer has worn and washed it. But returned it as not suitable. With clothing we get a lot of these and we don’t really know how to deal with them as amazon accept the returns for all our MFN orders
Thanks
38 replies
Seller_ZQyopdiwkUHOZ
You are supposed to take photos of the item to demonstrate that it hasn’t been returned in an acceptable condition and use them to apply a refund reduction.
Seller_w2fAd8vaOkfhu
For those that have been washed - how would a photo show this? I can smell the washing powder on the garments
Seller_4MlYJvoHfdkDh
Would you rather they return it worn and not washed, or worn and washed?
Seller_w2fAd8vaOkfhu
Neither to be honest. I understand if its worn its easier to spot if they leave marks on the garment or tags have been taken off etc. I get both situations, some returns are worn, some are just washed and returned.
However my concern is that i cannot resell an item that smells of washing up powder. Customer should not be washing the item if intention is not to keep it. Ofcourse they shoult try it and if not suitable return it.
But some custmers after 29 days, return the item - i open it up and its washed as you can smell it. Now as a business i don’t send these items out again as they have been washed.
Seller_I3E6fQQqOFqlF
I message the customer letting them know that it hasn’t been returned in the original condition as per amazons policy and trading standards. I then offer to return the item to them or dispose of it as it’s useless to me in that condition. I’ve won a few AtoZ’s over this too, mostly the customer was refunded by Amazon but we didn’t get a strike against us.
Seller_xUKHc5xSYJmI4
If we were all following the returns policy by the book such as if the product is used then the product cannot returned then it would be a something.
However we have had several instances where a pair of gloves were covered in pet hair and the tags were removed which does not qualify for return and therefore we took a photograph of how we received the order back and and informed the customer we are unable to refund this order because the order has not been returned in accordance wth the returns policy. There are other options should you wish to offer a partial refund. Its always better to inform the customer the reason for the deductions in the refund or none refund.
If the clothing is not defective then above does not apply.
Seller_nRhZxElkqUPAM
This whole issue needs sorting out. IMO - there should be a tag and once removed - you own it. No ifs or buts.
Seller_bhSWqoVh7Pn98
Amazon are now allowing up to a 99% deduction.
Go to Orders > Manage Returns > Issue Refund > Apply Refund Reduction
Then click the Blob that says Severe Damages to Item
Then click the Blob that says Severe Damages to Accessories (if applicable, eg a belt or pin with the item etc).
Then click the Blob that says Severe Damages to Packaging (inc photos if that applies as well, even if just the makers box or bag the item comes in is damaged)
Then Apply refund reduction will be shown, click on other, input 99% deduction if the item cannot be resold.
Take a photo of the item/s showing the issue, and ALWAYS put clear notes next to the photo of what the issue is, so Amz can read that, so you need to edit the photo. Arrow saying Tags removed for example, any cleaning marks, smells of washing powder, etc. Remember most are abroad, so may not know UK words, many use American words, so maybe put both.
Note in writing again if a pre-paid returns label used (although if unwanted and as new for clothing, that is at your cost). Up to 2 photos, although you can put several photos on 1 page if you wish and it will accept that.
Upload jpg photos of the item.
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I also email the Buyer with a copy of the photo/s. Explain cannot be resold as used and washed etc.
Tell them they can pay the courier cost each way and have the item back if they wish.
REFUND though the 99% otherwise, it counts against you. If A-Z Claim you can refer them to the 1% refund given as the item could not be resold so worthless.
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If cleaned but as new, surely though the item can be resold as a ‘used as new’ or ‘used good’ return, and so worth something, a Levi shirt new say is £40, but ‘used good’ may be worth £10 - you can add comments, 30 day return, very good condition, washed and checked - therefore a 85% reduction, to cover costs, etc.
Maybe get even more as a decent photo can be taken and added now to ‘used’ items on Amz - so if it looks good I’d pay 50% for a returned item that had been washed but otherwise as new.
Seller_egFjvVFQWuGqC
Hi there,
What if you put a small, carefully worded note/card in with every item (in a prominent position so every customer will see it) explaining what to do (or what not to do) if the customer wishes to return the garment and explain if these instructions aren’t followed then you may not be able to accept the return/issue a refund (or full refund).
Just thinking there may be something proactive you can do / include to reduce or prevent this from happening in a way that customers don’t perceive as negative.
Good luck.
Seller_xUKHc5xSYJmI4
First thing I would like to add. If sellers followed the returns policy by the book i.e not accepting returns which are used, we would see less returns. Attaching a photograph of how the seller received the return with the tags removed would be sufficient. I think there should be some popup window which reminds them of the Amazon returns policy. Selling secondhand clothing is always an issue if you sell new products.
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