Customer want a refund but won't send the item back
Hello,
Maybe someone can help me with this. I sold an item last month to a customer(£300 item),the product is sell have the measurement clearly displayed.The customer made a mistake and want a refund for the item;I said yes no problem,but first return the item and I will refund you.
The item never was returned and Amazon wants me to send the refund.(wrote to amazon but no answer).
What else can I do?
Thanks!
R.Memfy
14 replies
Seller_64jziShTiTjOq
You do not have to refund until the goods come back, in the same condition as sent. In fact, you should never refund until you get them back. If Amazon are pressing you to make a refund refer them to their own policy which you can find from the “Help” page - “Programme policies”. If the customer persists, tell them ONCE that Amazon policy requires the goods to be returned before refund and mark any further messages as “No response required”
Seller_xDtaDZ1Iek9Fq
did you authorise return and sent a return label?
Seller_xUKHc5xSYJmI4
Hi
I use the following guide
| Sl. No. | Return Reason | Responsibility |
|---|---|---|
| 1 | Accidental order | Buyer |
| 2 | Better price available | Buyer |
| 3 | The delivery box or envelope isn’t damaged, but the item is damaged | Seller |
| 4 | Missed the estimated delivery date | Seller |
| 5 | Missing parts or accessories | Seller |
| 6 | The shipping box or envelope and item are both damaged | Seller |
| 7 | Wrong item sent | Seller |
| 8 | Defective or does not work properly | Seller |
| 9 | Arrived in addition to what was ordered | Seller |
| 10 | No longer needed or wanted | Buyer |
| 11 | Unauthorised purchase | Seller |
| 12 | Description on the website was not accurate | Seller |
| 13 | Damaged during delivery | Seller |
| 14 | Performance or quality not adequate | Buyer |
| 15 | Incompatible or not useful for the intended purpose | Buyer |
| 16 | Damaged due to inappropriate packaging | Seller |
| 17 | Part not compatible with the existing system | Buyer |
| 18 | Excessive installation or did not install | Buyer |
Returns authorised out of standard policy
Amazon Customer Service will provide, and have sole discretion in determining, all post-order customer service to Prime items including customer returns, refunds and adjustments to Seller Fulfilled Prime items (such as returnless refunds, partial or full refunds, change of fees charged by sellers, changes to the shipping speed and shipping price for an order, refunds of the shipping charge, cancellation of an order or returns including a refund outside the stated return window).
For all such returns authorised by Amazon customer service, even outside the return window, sellers need to provide a full refund to the customer (unless damaged, in which case sellers can deduct up to a maximum of 50%) within two working days after receiving the product.
Seller_uR8nGTI8z0RIW
Thanks!
I also wrote to the customer 5 times about the return but he never responded.
Thank again fro your response!
R.Memfy
Seller_GQQvQVkYFHyrV
Hi there, happened to me last week. A to Z raised, lost the money and the product. That is after accepting and paying for the return.
Happy days…
Seller_GQQvQVkYFHyrV
Clarification, refunded the return postage prior to enable the buyer to return the goods. Full refund later granted by AMAZON.
