Help required with difficult customer quoting DSR
So this morning I receive the following email from customer
I am still awaiting a returns label for this order that was delivered very late.
Can you ensure that we get the return label (prepaid) by 14/12/2019. If you are unable to do this, we will withdraw payment and await your collection of goods until 28/12/2019.
Many regards
I replied
Thank you for contacting us
The delivery window for your order was Thu, 5 Dec 2019 to Thu, 12 Dec 2019, tracking shows your order delivered on 25th November, your order was delivered earlier than the advised delivery window, if you would like to return your items you will need to follow the returns instructions and you will be required to pay for return without the cost being reimbursed to you
Kind regards
Customer replies
No problem. DSR requires return postage to be paid by yourselves. Will have a chargeback issued instead, easier for me anyway. You have 7 days to collect the unwanted, late delivered goods or will be disposed of at your cost.
Many thanks.
How should I respond, item was purchased on the
10th November and shipped on the 22nd November.
30 replies
Seller_YVx6UpjLVLBWF
If the product they received was correct then it is at the discretion of the seller if they want to pay for the returns label or not. If they item was faulty or incorrect then the buyer should not have to pay for the returns label.
The customer is being unreasonable if the correct item was sent and they no longer want it.
I’m guessing they have opened a returns request which would then fall under Amazon’s returns policies
Unfortunately they do have a right to return the product even if it is no longer required but you don’t have to pay the returns postage costs.
https://www.gov.uk/accepting-returns-and-giving-refunds if you want further information. Unfortunately Amazon/s policies override some of these rulings.
Seller_xDtaDZ1Iek9Fq
just issue the return label with the return request. make sure you stated that order be refund after receviing the item back. This is part of the business cost.
Seller_z6B2L9xab6HlP
“The Distance Selling Regulations no longer apply in UK law”
Consumer contracts regulations require seller to provide details of who pays for the cost of returning items if you have a right to cancel and change your mind. These are detailed in the following returns policies:
Amazon returns policy: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201819200
Marketplace returns policy: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201819160
Change of mind return the buyer pays the return postage, except in Shoes, Clothing, Jewellery & Watches categories.
Seller_DROodOAYHftnc
I am thinking this could be bit of a con -
Why would he dispose of the goods as unwanted ?
Had he contacted you before re. wanting to return it ? - he is making it sound as though he had by saying “I am still awaiting…”
As there was no error on your part and it WAS delivered within the stated delivery time frame then it is a change of mind return and he is liable for the return cost - he maybe needs to be made aware of Amazon’s T&Cs. - find the relevant bit on Amazon’s help pages and quote that in your reply.
Seller_wRGBSSwJnzaDE
You seem to have very long lead times on your items, it’s possible your customer didn’t notice at the time of ordering and expected delivery sooner, in the days of next day delivery 2 weeks is a comparatively long time for them to wait.
The DSRs no longer apply having been superseded, but your customer still has the right to return their item, albeit at their expense if your delivery times were clearly stated at time of ordering. Simply issue them with a return label.
Seller_qHQ5FBvvjlC8R
The return request was received and label issued (we use the automated return system) 10 days ago, we set all handling times correctly so customer is allways aware at time of purchasing when order will be dispatched and latest for delivery.
Seller_7VbclcPFFRTnc
If they do open a chargeback, as long as you sent the item to the address on the account, Amazon will cover you against it. I would also forward the email they sent to Amazon as if they do open a chargeback it will be fraud, as a chargeback should only be opened if the buyer didn’t know about the purchase and they are blatantly using this as a blackmailing technique.
We have had buyers like this in the past who think they can bully their way through returns processes. As long as like others have said, it is simply unwanted, you are not obliged to send a prepaid returns label. I would email them back quoting that unwanted items are to be returned at buyers expense and that no further communication is to be made. They may get annoyed and open an a-z but we have successfully won every a-z that has been opened when it comes to returns.
Technically they win as they get to keep the item and Amazon will fund the refund BUT you will not get a defect against your account and more importantly the issue is closed and you can forget about them and enjoy your Christmas !
Seller_MKi6wqe68YZuu
Firmly explain his rights and your obligations.
Move on.
Seller_uSBqWAlkccs2f
The Distance Selling regulations are no longer in force. It is now the Consumer Contract Regulations
Seller_jpJnTfR5iIAwp
GIve them a prepaid label and refund minus the cost of return.
