Refund over amount purchased
Hi all,
We had a customer who didn’t follow our returns procedure and just returned the item using his own courier service instead of reaching out about an issue and having us arrange a collection etc. Reason for the refund is our fault, there was a miss-pick in the warehouse and the wrong item sent.
We’ve had the item back and issued the refund for the item, however we can’t seem to refund him his return shipping.
I understand he didn’t follow policy and it could be his fault etc but we caused the issue and cust shouldn’t be out of pocket.
I’ve tried support and they sent this back, however I’ve tried and I can’t get it to work.
To issue a concession, please follow these steps:
(1) Use the pop-up menu to select the appropriate reason for refund.
(2) This is required in all cases, even when a concession is issued.
(3) Enter the amount of the return shipping and/or other concession into the Amount to refund box.
Limits are displayed in the Max. amount column. If the total amount requested exceeds the total for product price and shipping, you will receive a pop-up asking you to confirm the concession.
(4) Optional: Add a memo to buyer.
This is a good customer service practice.
(5) Click the Submit refund button.
Allow up to 15 minutes for the data to be updated.
(6) Optional: Add a seller memo.
This will not be displayed to the buyer but may help you track actions on the order. You may add, revise, or delete notes in a seller memo at any time.
Any advice?
Thanks in advance.
Chris