Advice needed replacement for washed clothes
Hi,
Customer has ordered few clothes 6-7 orders from me in last 2 weeks I received messages for 2 order from Amazon saying that customer has contacted amazon because colour has been faded after the wash and needs a replacement. I dont want send replacement without my products been sent back to me. I have contacted buyer few times but have not got any response backwards . Any idea what to do ?
Thank You
41 replies
Seller_MT8rt0A2OpbCx
I would just reply to say something along the lines of:
Sorry about the problems. Please return the items to … If found to be faulty, we will be pleased to send a replacement. Please note, any colour change due to incorrect washing would not constitute a fault and unfortunately we would be unable to offer a replacement if this is the case.
You should also cover the cost of return. You should not replace of refund prior to receiving the items back.
Seller_hC0hNVDuILaKO
Yes, you explain that replacements are not possible on Amazon but that if the buyer returns the damaged items you will refund upon receipt and they can then reorder should they wish to.
Authorize a return by sending a returns label.
That will cover you in the event of an A-Z claim as your defence is then simple, “Return authorized and label sent so will refund upon return, but as yet we have not received the goods back”
Amazon do not offer any protection to sellers for replacements, so you could send a second set of clothes and the buyer still open a claim on the original set and get refunded and you would then be out two lots of clothes…
Seller_EJIX7rqDNQJi2
The messages which you received from the buyer were forwarded to you by the Customer Support. You are not required to comply with the request.
Simply respond back with the return instructions and offer to refund after receiving your merchandise back in the same condition as sent.
Once the return arrives, carefully inspect it and if you determine that no fault was on your side, you will be ale to deduct the cost of loss of value out of the refund.
Seller_YuJjfko6XlAJY
Thanks guys for your help.
I have offered to refund the customer and have sent the return label but no reply but today I again received a message from amazon that customer has contacted amazon as the item is fading colour after put in to washing machine. Amazon is saying to contact the customer when I contact customer he never replies me back.
What to do now ? I have done everything I can but customer is not replying back. Please advice.
Thank You
Seller_YuJjfko6XlAJY
Thanks for your reply I have already sent the return label. Also I have never received any complaints that colour has faded for this product it looks like Customer didn’t follow the care label instructions.
Also can customer leave me negative feedbacks/ for all the order so far he contacted me for 2 products but in total he has bought 6-7 product. If he can then it will raise my Account ODR.
Thank You
Seller_YuJjfko6XlAJY
Hi,
I have just checked my account health and i found that 2 claims has been granted to the customer. I was never informed by Amazon they have refunded the customer.
Customer was claiming that item was washed and colour has faded so i sent him Prepaid Return Label and messaged him quite a few times without any response but now he has opened item Not Received claims and were granted. If Items were not received then why was he first saying the colour has faded after wash. Orders were sent tracked and signed by the customer.
#### Granted
**Seller-funded: **
**##### Customer issue: **
Package did not arrive
**##### Customer comments: **
The customer contacted the seller and no response. Please investigate the issue and contact the customer.
What to write in the appeal ? Provide the tracking number and do i also mention that i have already sent the return label as customer before claiming item has faded colour i have already contacted messaged customer few times but no response from him ?
Seller_YuJjfko6XlAJY
Thanks for your reply
I just want to appeal just to remove defects from my account. I will be appealing shortly.
Thanks once again
Seller_YuJjfko6XlAJY
Hi Kika,
Thanks for your reply
i appealed for the 1 claim yesterday out of 2 and received this message from Amazon.
Hello,
Thank you for taking the time to provide us with additional information regarding the claim on order ##########. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We have reviewed all available information and determined you have not provided sufficient
evidence to prove delivery.
I have mentioned everything provided them Hermes link, tracking number date of delivery just like your message above only thing I didn’t mentioned was that customer contacted me.
What more details they require ? it was been sent out Tracked and signed for also I always upload the tracking number when dispatching the order. Please advice what to do ?
Thank You
Seller_YuJjfko6XlAJY
Hi,
Thanks guys I have received email from amazon that was not my fault and Amazon has funded the claim.
When will defect remove from my Account ODR now ? As it’s still showing in my ODR
Also I am appealing for 2nd claim now. Hopefully they will overturn that Aswell.
Thanks once again for your help.
