Help with Customer - Compensation
Hi all,
Just looking for some advise as this is the first time this has happened to us.
Customer has purchased an item which they said has arrived damaged and from this they have cut their finger. They contacted us saying they are seeking compensation
Yes we have all insurances in place etc - but how do i respond? What is the process? I am certainly going to ask if the customer is ok and in good health hoping they have not hurt themselves too much damage.
But they have not provided any photo, evidence etc if they want to make some sort of claim for compensation? Additionally the item is less then £10 which if broken, would have happended during transit. We package all our goods well, hardly have had any broken deliveries but again this is out of our hands and would have happened in transport.
Any help would be appreciated - just don't know how to respond..
Thanks
Help with Customer - Compensation
Hi all,
Just looking for some advise as this is the first time this has happened to us.
Customer has purchased an item which they said has arrived damaged and from this they have cut their finger. They contacted us saying they are seeking compensation
Yes we have all insurances in place etc - but how do i respond? What is the process? I am certainly going to ask if the customer is ok and in good health hoping they have not hurt themselves too much damage.
But they have not provided any photo, evidence etc if they want to make some sort of claim for compensation? Additionally the item is less then £10 which if broken, would have happended during transit. We package all our goods well, hardly have had any broken deliveries but again this is out of our hands and would have happened in transport.
Any help would be appreciated - just don't know how to respond..
Thanks
3 replies
Seller_ZVAz3d5lZuGid
Cannot really help with the issue of compensation, but I would definitely be asking the customer for photos of the injury, and am sure that would be an essential requirement for any claim to be made.
I cannot remember the details, but fairly recently there was a notification about compensation for injury - I just searched on search bar above for injury compensation and there is a whole blurb about it !
Seller_ZJhFeE3tNKzfh
There is now an instance of customers now able to use the A-Z Claims system for claims around property damage or personal injury.
You can direct the customer to these guidelines - I would hazard a guess though that customer support will send one of their usual nonesensical messages that you must respond to the customer within 48 hours.
That being said, here are the seller guidelines on this policy and it suggets amazon would only pay out medical expenses. Not sure how much that would be for a cut finger - but even so, the customer will need to provide some evidence.
Simon_Amazon
Hello @Seller_w2fAd8vaOkfhu,
Here Simon from Amazon.
Thanks to @Seller_ZVAz3d5lZuGid and @Seller_ZJhFeE3tNKzfhfor the precious help, as always!
How did it turn out in the end? Any updates to share?
Best,
Simon
Help with Customer - Compensation
Hi all,
Just looking for some advise as this is the first time this has happened to us.
Customer has purchased an item which they said has arrived damaged and from this they have cut their finger. They contacted us saying they are seeking compensation
Yes we have all insurances in place etc - but how do i respond? What is the process? I am certainly going to ask if the customer is ok and in good health hoping they have not hurt themselves too much damage.
But they have not provided any photo, evidence etc if they want to make some sort of claim for compensation? Additionally the item is less then £10 which if broken, would have happended during transit. We package all our goods well, hardly have had any broken deliveries but again this is out of our hands and would have happened in transport.
Any help would be appreciated - just don't know how to respond..
Thanks
Help with Customer - Compensation
Hi all,
Just looking for some advise as this is the first time this has happened to us.
Customer has purchased an item which they said has arrived damaged and from this they have cut their finger. They contacted us saying they are seeking compensation
Yes we have all insurances in place etc - but how do i respond? What is the process? I am certainly going to ask if the customer is ok and in good health hoping they have not hurt themselves too much damage.
But they have not provided any photo, evidence etc if they want to make some sort of claim for compensation? Additionally the item is less then £10 which if broken, would have happended during transit. We package all our goods well, hardly have had any broken deliveries but again this is out of our hands and would have happened in transport.
Any help would be appreciated - just don't know how to respond..
Thanks
Help with Customer - Compensation
Hi all,
Just looking for some advise as this is the first time this has happened to us.
Customer has purchased an item which they said has arrived damaged and from this they have cut their finger. They contacted us saying they are seeking compensation
Yes we have all insurances in place etc - but how do i respond? What is the process? I am certainly going to ask if the customer is ok and in good health hoping they have not hurt themselves too much damage.
But they have not provided any photo, evidence etc if they want to make some sort of claim for compensation? Additionally the item is less then £10 which if broken, would have happended during transit. We package all our goods well, hardly have had any broken deliveries but again this is out of our hands and would have happened in transport.
Any help would be appreciated - just don't know how to respond..
Thanks
3 replies
3 replies
Seller_ZVAz3d5lZuGid
Cannot really help with the issue of compensation, but I would definitely be asking the customer for photos of the injury, and am sure that would be an essential requirement for any claim to be made.
I cannot remember the details, but fairly recently there was a notification about compensation for injury - I just searched on search bar above for injury compensation and there is a whole blurb about it !
Seller_ZJhFeE3tNKzfh
There is now an instance of customers now able to use the A-Z Claims system for claims around property damage or personal injury.
You can direct the customer to these guidelines - I would hazard a guess though that customer support will send one of their usual nonesensical messages that you must respond to the customer within 48 hours.
That being said, here are the seller guidelines on this policy and it suggets amazon would only pay out medical expenses. Not sure how much that would be for a cut finger - but even so, the customer will need to provide some evidence.
Simon_Amazon
Hello @Seller_w2fAd8vaOkfhu,
Here Simon from Amazon.
Thanks to @Seller_ZVAz3d5lZuGid and @Seller_ZJhFeE3tNKzfhfor the precious help, as always!
How did it turn out in the end? Any updates to share?
Best,
Simon
Seller_ZVAz3d5lZuGid
Cannot really help with the issue of compensation, but I would definitely be asking the customer for photos of the injury, and am sure that would be an essential requirement for any claim to be made.
I cannot remember the details, but fairly recently there was a notification about compensation for injury - I just searched on search bar above for injury compensation and there is a whole blurb about it !
Seller_ZVAz3d5lZuGid
Cannot really help with the issue of compensation, but I would definitely be asking the customer for photos of the injury, and am sure that would be an essential requirement for any claim to be made.
I cannot remember the details, but fairly recently there was a notification about compensation for injury - I just searched on search bar above for injury compensation and there is a whole blurb about it !
Seller_ZJhFeE3tNKzfh
There is now an instance of customers now able to use the A-Z Claims system for claims around property damage or personal injury.
You can direct the customer to these guidelines - I would hazard a guess though that customer support will send one of their usual nonesensical messages that you must respond to the customer within 48 hours.
That being said, here are the seller guidelines on this policy and it suggets amazon would only pay out medical expenses. Not sure how much that would be for a cut finger - but even so, the customer will need to provide some evidence.
Seller_ZJhFeE3tNKzfh
There is now an instance of customers now able to use the A-Z Claims system for claims around property damage or personal injury.
You can direct the customer to these guidelines - I would hazard a guess though that customer support will send one of their usual nonesensical messages that you must respond to the customer within 48 hours.
That being said, here are the seller guidelines on this policy and it suggets amazon would only pay out medical expenses. Not sure how much that would be for a cut finger - but even so, the customer will need to provide some evidence.
Simon_Amazon
Hello @Seller_w2fAd8vaOkfhu,
Here Simon from Amazon.
Thanks to @Seller_ZVAz3d5lZuGid and @Seller_ZJhFeE3tNKzfhfor the precious help, as always!
How did it turn out in the end? Any updates to share?
Best,
Simon
Simon_Amazon
Hello @Seller_w2fAd8vaOkfhu,
Here Simon from Amazon.
Thanks to @Seller_ZVAz3d5lZuGid and @Seller_ZJhFeE3tNKzfhfor the precious help, as always!
How did it turn out in the end? Any updates to share?
Best,
Simon
