Damaged Goods on Arrival but no evidence
For the second time in a month, I have a customer saying that the product they have ordered arrived smashed to bits but they refuse to provide evidence. The first time it was a cheap mug and I refunded it anyway but now it’s a much more expensive product and was packed in the manufacturer’s box which is like Fort Knox. To smash it to bits you really need brute force and a hammer. But the lovely customer refuses to take pictures, therefore I can’t claim any money back myself. What shall I do? Refund or wait for the A-Z? Any chance of winning it at all or I should give up now?
0 replies
Seller_SITNVuZK87zGK
Don’t just refund - you should ask them to open a return request and return the product to you.
Seller_77IcbQKVGdZo0
How was the parcel sent, if it was by courier do you have a picture of the item being delivered to the customer. Is there any evidence of damage to the box?
Seller_pD4k5nUkDbIgP
Customer is refusing to send pictures or send it back as she claims she cut her hand with the broken bits. What a pain. I could take the hit of an A-Z, I have asked her for photos or a return as per Amazon policy where do I stand with Amazon though?
Seller_ZOZTdubuqFBLp
100% agree with most here…dont refund insist on a return or image…I always open a case with Amazon detailing what has happened, seller support tell you what to do, which is ask for a return or an image, and as long as you contact the buyer in the Amazon message system and request those things it is difficult for Amazon to then give a refund without an image or a return.
I do this ahead of an Amazon refund. In the past where I have had to open a SAFE-T claim to get a refund credited back to me or respond to a A_Z claim I have quoted the case number and it ‘seems’ to help.
Seller_sSxf9ltVoIMz9
Advise - Insist on return - interact at the very minimum. if she refuses to return then, ask if she can supply multiple pictures of the damaged product. If she refuses then just cease responding past ‘return the item’. She is a chancer trying to defraud you. If in the extremely unlikely chance your product did injure her in some way, less said the better.
