Customer wants to return item, self isolating
My customer wants to return an item but is self-isolating. Amazon has asked me to arrange a pick up from their address, if it was a normal return I would not be paying for return postage, as the correct item was sent out, they have just changed their mind.
How do I go about this?
0 replies
Seller_hC0hNVDuILaKO
Are you sure that wasn’t just what the customer said to Amazon, who then repeated that request to you?
Explain to the buyer that the return window has been extended during the pandemic, so that they should be able to return the item after their period of self isolation has ended.
Ensure though, that you provide either an unpaid return label or your return address, so that you are covered against anA-Z auto loss for ignoring a return request…
Seller_qZO3ZCjoBXEeL
As @Adrian has said, this is probably just a forwarded request opposed to an instruction.
Return windows are currently extended on Amazon until 31st May. I would advise your customer that there is no rush to return the item in accordance with Amazon policy they currently have until 31st of May to return the item at their cost.
If they really do want to arrange a collection, you could do that for them but would have to deduct the cost from their refund.
As Adrian said, definitely authorise the return either way.
Seller_CXNj9kYvHN7rY
I told them to put in a return which I would authorise, not expecting that request!
In usual circumstances I will refund when I receive the item back, but should I refund straight after authorising? Been selling on Amazon for 3 years, and this has me stumped!
