Buyer Is Claiming To Have Received A Defective Item
I have a buyer is claiming to have received a defective item. Because of the nature of the item, popularity of the brand and the current climate, I fully expect he’ll go through with the return process. Should he want to initiate returns, I want to guide him step by step through it. The problem is I don’t know how. I’ve not had to deal with returned items in 6 years.
As I understand it, recently the returns process has been made easier for buyers to get a prepaid returns label for 3rd party sellers. How will this impact on me? Will I be debited for the return of the item?
21 replies
Seller_6sxtIS0RbZ5k7
Your first step is to ask him to initiate a return which you should then accept. This will cover you from receiving an A-Z and losing both your item as well as the refund amount.
If the item is then returned and isn’t defective then I believe you can withhold the cost of the return postage from the refund though things differ from category to category, it might be best if you were to say, broadly, what it is that is being returned.
Seller_YXusC2SeAEJY9
I’ve sent the buyer another message. We’ll see what happens. He’s taking he’s sweet time to reply though. Nearly 4 hours has pasted since.
Seller_JYBfQQyHe3uzL
Sent book, tracked by Hermes, to person who contacted me with civid, family trouble etc etc saying neighbours untrustworthy etc. Anyway they asked why they’d not got the book when Hermes’ tracking shows it signed for! Customer says it was forged. I have told them I want the police involved since, as far as Hermes is concerned Job Done! Am waiting for Hermes to furnish any EVIDENCE beyond this possibly mystery John Hancock…I fear an A-Z going in tho customer persistent and half believe them.
Any advice, info, points anyone can offer?
Thanks.
Seller_sFEUMUfeW5484
Has the buyer opened a return request yet? If they have and it is “in policy” then you must accept it immediately or you risk losing both the money and the item.
Seller_YXusC2SeAEJY9
Thank you all for the helpful advice. Much appreciated. I’ll update the thread if anything happens.
Seller_DnL3AXoQFgZKI
New Amazon Policy Seller fulfilled returns are now automatically approved, see here–
