B2B or B2C return?
Hi all,
Had a customer return an item as “faulty” item returned tested and item found to have no fault.
It was a business that purchased the item from us, however they used the item around 300 times (the device clocks how much it’s been used), then said it didn’t work, i believe this was a change of mind return, however they chose to say it was faulty as they were adamant we paid for return delivery.
In the end they paid for return delivery, they also chose to add all the bells and whistles to the return delivery, extra insurance/am delivery etc so that it cost a bomb to return and they are demanding a return of the return costs.
However the item isn’t faulty, we have tested it and everything is working fine.
The customer is a business and it was bought for their business use
Now i’m sure this is classed as a B2B sale however the customer is stating it is classed as a B2C sale.
Am i right in thinking this is a B2B sale and can be classified as such as it is being used for business purposes, however the customer is stating that relates to supply chain only.
Any advice on this is appreciated.
Kindest Regards
4 replies
Seller_hC0hNVDuILaKO
Not sure about the B2B versus B2C argument, but as the item is NOT faulty then it is a change of mind return.
You are not obliged to refund any of the return carriage costs, nor are you obliged to give a full item refund.
You can deduct a “depreciation fee” to reflect the loss in value of the item from new to used.
If you do with hold any monies from the refund then just make sure that you quote Amazon policy in your note to the customer so that you have covered yourself.
Seller_EHYOwAkoZV3Hb
I don’t believe that Amazon make a difference in the return policy for B2B transactions although you are correct, the regulations differ in the outside/real world.
Did you previously tell the customer in writing what the maximum you would be prepared to pay for the return? If you didn’t, you should have done and you should correct this for the future as customers invariably choose the most expensive/secure/insured service if they don’t believe they will pay for it.
The remaining advice Adrian offered is all valid.
Seller_2BrPSydGy6oyq
I suspect Amazon returns policy applies to both B2B and B2C, but as pointed out that’s not the issue, which is the buyer claimed faulty, returned and it’s found to work perfectly, so agree with @Adrian it’s a change of mind return.
Assuming it was faulty on return, then you would be obliged to refund the buyer the standard cost of the return, not enhanced services unless you specified such, but as a change of mind then return is at buyers cost, you could explain as no fault found, but it has been clearly used, you can either return, or issue a partial refund reflecting it’s use…that should produce an interesting reply 
Seller_K8edOfPu9HEmN
There could be a case where you refuse the return on the grounds of overuse of a purchase and send it back to them, most of us are aware that a buyer may inspect and try out a purchase as they would or could do in a shop but using an item 300 time would be stretching the credulity of trying something out a bit too far.
Adrian is quite right about the depreciation charge when refunding in cases like these, that also goes with the quoting of Amazon policies to both customers and to Amazon.
