New Seller - How Do I Respond to Refund Request?
Good Evening All, I have just received an email from a customer who has requested a replacement for a CD ROM which accompanied an ‘As New’ book which was sold six weeks ago. The book was was unread but we checked to CD ROM and it was fine at the time when we sent it to the customer - not sure what happened there. The customer wants to keep the book but has asked for a replacement CD ROM which unfortunately is not possible as it was the only copy I had. I’m happy to provide a full refund for both book and CD ROM but am not sure how to go about doing this. Do I respond with an email explaining that both book and CD ROM will be fully refunded? Do I ask them to send the book/CD ROM to my address - then ask Amazon to provide the refund when I receive it?
Or should I offer a partial refund for the CD ROM only?
Do I need to tell Amazon I have responded to the buyer’s email and am awaiting a reply or return?
Sorry, I’m having a little difficulty working out what to do based on Amazon’s instructions - any help would be much appreciated!
Many thanks.
6 replies
Seller_EJIX7rqDNQJi2
Offer the buyer to return the entire set for a refund.
If you send a replacement, Amazon will still allow the buyer to return the items. So it might happen that the buyer will keep the new CD, send the order back and you will be forced to refund.
Seller_64jziShTiTjOq
First, what exactly is wrong with the CD-Rom? Is the customer saying it’s compatible with his computer but is faulty, or is it not faulty but just doesn’t work on his computer, for example, the CD-Rom only works with Windows 8 or earlier but the customer has Windows 10
Second, did you list the book specifying the versions of Windows with which the CD-Rom works?
Your obligation to accept a return and make a refund depends on the answers to those questions
Whatever you do, DON’T refund anything until you’ve got both the book and CD-Rom back
Seller_j266ql3ihtjB6
Hi all, thanks for your input. We resolved this by offering the buyer a choice: they could either return the book and CD ROM for a full refund, or they could return the CD ROM for a partial refund. The book and disc are out of print so there’s no hope of finding a replacement for the disc - but they did tell us that they were happy with the book which they are using for study. The buyer chose to keep the book and we refunded 40% of the purchase price. They were happy with that and this seemed like a good solution for all concerned. The reason I came onto the forum is that we weren’t quite sure how to do a partial refund. We were a little worried about pressing the customer ‘REFUND’ button provided by Amazon in case it automatically sent a full refund! In the end we gave it a try and as soon as we pusehd that button, the PARTIAL REFUND button appeared and we were able to proceed from there. Easy once you’ve done it the first time.
The book and CD ROM in question were unused when sold. We did check the CD ROM before we sent it, but we did not check to see what types of software it was compatible with, so we were at fault there.
In future, we will not bother selling books accompanied by CDs or discs. Too much can go wrong!
Thanks for your help.
