Return Request - Not sure what to do?
We sell plug plants - a customer said that the plants were damaged in transit and were dead (that not ok, but things happen).
We asked if they could send a picture. one so we could see the plants, two to see possibly the packaging.
Reply ignored, and then a return request came through… We approved it (as still trying to see what happened).
Got the packaging back - no plants, no pictures, nothing - what do i do?
14 replies
Seller_64jziShTiTjOq
Never worth asking for pictures, just accept a return request immediately and sort it out when the goods come back. In this case, as the buyer hasn’t actually returned the plants, you can reply saying something polite like “You seem to have forgotten to return the plants themselves, so we are unable to issue a refund until we get them back”. If they still don’t return them, just ignore it, although if they really are scammers, they’ll probably open an A-Z which you will need to fight
Seller_xUKHc5xSYJmI4
The customer is alleging the plants had been damaged in transit but hasn’t returned the order in its original condition therefore the seller is unable to register the claim with the courier. Unfortunately some couriers will not accept the claim without proof.
Normally when I receive a damaged order take a photograph of the how I received the order, reseal the order in its original packaging and follow the seller returns policy. I have found on other platforms once I have uploaded the photograph online the seller usually says not worth returning and refund the order. I then place a second order because I still want the item.
Seller_Iti0OkAyMPN7I
Personally I would take a picture of what you received back post a reply saying there are no plants included and issue a partial refund stating that to process a full refund you need evidence. If this was back in April has the customer left them in the box unwatered for weeks before deciding to open them ?
Seller_l78koE9kGCu59
Unfortunately for this one you’re just going to have to eat it. The issue was you didn’t LITERALLY explain step by step what they need to do. I always include an idiots guide which explains that they need to put the item into a box if the one it was delivered in is no longer available. If yo uhaven;t got a box then … etc etc
You’d be amazed at the crap I used to get returned before I decided to literally walk them through the most basic and obvious of functions / actions.
This was you get less empty packages and more items you can salvage (maybe not in your particular niche though)
