Unacceptable Customer Request
I have a customer who has asked for a partial refund for a keyring that they say has been damaged. I have asked for photos of the damage so I can assess what is best. However, they say they are unable to provide any photos at this time and it is a small scratch but they still want a partial refund? I am reluctant to provide any recompense without a photo of the damage as I am only a small business and if I did this for everyone I would be out of business. I really have no issue if I can see the item is damaged. Just wondered what people’s thoughts were and if there is anything I can do to raise this with Amazon without raising a support ticket. I tried the request a review option but it it is outside the 5-30 day range after the order delivery date. Thanks Joanne
Seller_EeJ1yGk01BLHs
Don’t do this. The customer could photop an image with a scratch on or even scratch the item and then photograph it. We always insist on a return before refund.
60 replies
Seller_ZQyopdiwkUHOZ
Request a Review means to request that the buyer reviews the item. It’s not asking Amazon to review the transaction.
If they can’t show the damage then I’d say “Sorry, but unfortunately without seeing the damage we’re not able to help any further.”
Seller_YkSV4RsWZK5E9
This is the message I received via Amazon not direct from the customer or a return request. Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: 206-7772270-1585910
Item: Wrendale Designs - ‘Bathtime’ Keyring
Reason for contact: Damaged, Defective or Incorrect Item
Details: The item has arrived, but it was scratched.
The customer has alot going on right now and is, consequently, unable to send a photo of the item.
However, she would like to request a partial refund/discount to keep the product.
Please research the issue and contact the customer with an update, thank you.
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
https://sellercentral.amazon.co.uk/gp/communication-manager/inbox.html
We hope you’re able to work this out with this customer.
Sincerely,
Customer Service Department
Seller_B4VbHpnDLDLAU
its a known ploy to get a discount.
If not willing to send a photo
i always ask them [sod the partial refund] open a return request and post it back for a refund inline with amazon policy.
Dont get into conversation about it, just a couple lines on how to open the return request etc.
and will refund its return. Chances are they wont return it
Seller_3yhYGU61cigbH
The customer hasn’t got so much going on that they can’t manage to contact customer services, it would have taken less time to upload a photo. Go for a return and if it is scratched when you get it back take a photo, upload it and give a partial refund.
Seller_tRuvBEHDedp4q
Basically can you imagine going into an actual shop and saying to someone - ‘I bought an item last week but when I got it home it was scratched. Can I have a partial discount please? I haven’t brought the item with me as proof’
The shop would rightly refuse - this is no different.
Give the customer 2 choices - provide photographic evidence or return item. If they have not got time to upload a photo they wont have enough time to return item.
Seller_rGtEcZnu0JTRD
Full agreement with others on this one, politely ask for the item to be returned and then you can refund. We get several of these most weeks, and always adopt this approach, less than 10% ever get returned, so it definately works out to be the cheapest option, and anyone genuine does then get their deserved refund - everyone else fails in their bid to get a discount for no reason.
Yet another ridiculous reposnse from customer service, it does that their tactic these days is to try and bully you to give the customer anything they want.
Seller_ICqvJVQurZXgc
What ws the cost of the item. If you make them return it it will cost you £3 postage how much discount are they asking for.
Seller_HuhP221NahSdW
Just ask the customer to return the item stating that if there are quality issues you have to send it back to your supplier and that you will send another once this is done.
Seller_xUKHc5xSYJmI4
The cost of the return is £3.35 and you will lose out on your outbound shipping costs when refunding in full. The cost of the item is £5.49? therefore I would give 10% partial refund. Sometimes asking the customer what would you like may solve the issue very quickly without the need to contact seller support or anyone.
Seller_MoW576EmE9tMG
Thank you for writing this article.
Very good and informative responses have been received.
The forum is full of very good people.
