How do YOU go about customers returning the wrong item?

Countries

Read only
Australia
Belgium
Brazil
Canada
Egypt
France
Germany
India
Italy
Japan
Mexico
Netherlands
Poland
Saudi Arabia
Singapore
Spain
Sweden
Turkey
United Arab Emirates
United Kingdom
United States
United States
imgSign in
Country changed
user profile
Seller_JI3ggcao8XYbO

How do YOU go about customers returning the wrong item?

How do YOU go about customers returning the wrong item?

It seems everyone has their own ways of going about it. I’m still trying to find the best way.

Side note:
I am not referring to cheaper items, I’m talking about customers returning the wrong item for an order over $200.

Heres how I currently go about it - but its definitely still unhelpful.

– Customer returns wrong item (item is over $200.00)
– the return reason was for being defective or damaged.
_-- Customer returns a SIMILAR item but the item has a serial number that is NOT the one we originally sent. _
– We refund $1.00 (as many advised to do in the seller forum) and reach out to customer letting them know they returned the wrong item, we provide photos of the original serial number we sent vs. what they’ve sent. / To avoid a-z claim (or so I though) we used to refund 50% and took the 50% loss, but an A-Z claim can and has been able to be opened still by the buyer.
– When customer denies this claim, we mention Amazons buyer return policy.
– Usually, this ends in customer still opening an A-Z claim.
– We explain to Amazon that customer returned the wrong item, they returned an unsellable, broken item that is not what we originally sent as the serial number is different.
– We usually lose these cases. We get defected. Buyers tend to also leave negative feedback for the trouble, even though they are fully aware they’ve swapped the item.

Any advice will help. Would like to know how you would go about it.

103 views
4 replies
Tags:A to Z Claims, Customer, Product reviews
00
Reply
4 replies
user profile
Seller_4dKQ8UyebGTfV

We charge the restocking fee at the maximum when buyer is been deceitful or sent used/wrong item.

Occasionally, they sincerely sends the wrong (switched items) or for whatever reason we end with other seller’s returns. -In this case, we reach them to inform and ask for a ‘prepaid’ label to return the item- but rarely hear back from them, and we donate the items within 60 days.

However, when the ‘master-minds’ are working in abusing the return policy- they file an AZ claim while item still in transit.
It’s very important to appeal those right away mentioning that “items over $100 don’t qualify for RFS. … blah blah blah… Kindly ask you to allow us to receive the item to refund accordingly with Amazons policies.”

*Amazon withdraw the claim, but will tell you:

  1. Inspect and refund ASAP, & 2. IF it is a problem with the buyer’s return contact us…

When #2 happens, we contact the AZ team, they review, and pretty much ask you to refund ‘accordingly’.
Buyer may appeal again, but usually it goes in our favor.

10
user profile
Seller_nkBcHPWfscgWg

Make sure you use the “Materially Different” reason for the restocking fee. You don’t say which reason you use, but it does matter. Once I withhold 100% for Materially Different, then I give 1 penny for the refund. I never message the buyer unless I have very strong reason to believe the return was an honest mistake. I find that these messages cause more harm than good.

30
user profile
Glenn_Amazon

Greetings @XSR_Outlet,

I’d recommend reviewing the Restocking Fee guidelines and recording all the evidence regarding the order in case of an A-to-Z Claim. Amazon reviews buyer’s return behavior for possible enforcement, however Amazon won’t provide any information regarding the enforcement of a Buyer.

-Glenn

01
user profile
Seller_LClKj3kLAoZ7i

I had a customer straight up return an empty shipping box yesterday! For a $250 item. No damage to the shipping box and no apparent tampering. I cannot understand some people.

00
Follow this discussion to be notified of new activity