Return request but our items are personalised
Hopefully, someone can shed a little light as I don’t want to fall into an issue if I can help it. We make personalised gifts so each one is unique. Someone has opened a return and said they’re ‘too small’ - We have the size etc on the listing plus we sell probably 150 of these a week and never had an issue (they’re pretty standard for the type of mug).
What do I do? We’re in a prime trial and it was one of those orders so I don’t really want to ruin that for the £15 loss or whatever it’ll be. Do I let her return and refund the difference to cover my actual costs?
Cheers!
6 replies
Seller_esvgLzKXw2YAl
If it was sent under the prime badge, then you need to pass the customer to support and let them deal with it. More than likely, they will allow the refund, or just refund it.
That’s one of the disadvantages of selling under the prime badge.
Seller_sakNZuPvdfxcv
Are you actually personalising the item or are you just making to order?
Making to order saves you having loads of stock but that’'s all, it has the same return rules as normal stock.
Making to a customers specifications (i.e. personalising) is different and not normally returnable unless you made a mistake (although Amazon may disagree).
