Buyer wants to return for a second time
Hi I have a German customer who ordered 2 boxer shorts on 08-09-19. She contacted me on 22 September requesting a return in exchange for a larger size as the size medium were too small. I authorised the return request on the basis that the underwear had not been worn. Returned garments were received and the shorts clearly had been worn and were not in their original packaging and the tags had been removed. I did send the replacements however in the larger size. This weekend the customer has again contacted me demanding a full refund and free return for the replacement garments. This time she is complaining of the quality, colour doesn’t match the photos and saying the shorts are too tight on the leg . The replacements were exactly the same fabric quality and colour as the first shipment so she has already seen the style, quality and colour of the shorts .
Any suggestions (Kika?) how I should respond? Can a buyer request a return twice? Not sure how to deal with this
0 replies
Seller_1qKTBDbgtHefM
It’s amazon, not really sure it matters.
If its a return request you almost certainly have to accept it. You can only make judgements on the item condition upon receipt.
Let them send them back, then choose if you want to stand your ground or not, otherwise you’ll just get an A-Z for refusing (or not accepting) a return, and Amazon WILL decide that in the customer favour.
Starting point, get them back, move on from there.
Seller_ejwc84JNL5Uk6
Unfortunately it was a mistake to send replacements out (for used boxer shorts returned!!).
You won’t win this as Amazon do not accept the principle of replacements. They advise accepting return and asking buyer to re-order. I would’t have refunded used boxer shorts or sent a replacement.
I don’t see an alternative other than refunding before the inevitable A-Z arrives.
Seller_lppUbV3a3a0UT
Sadly, I don’t think there’s a limit on how times a buyer can request to return. In this situation, it may be possible to issue a partial refund as she has used the items.
Seller_EJIX7rqDNQJi2
You should have refunded the buyer after receiving the original items back, after deducting the cost of loss of value out of the refund.
Since you did not comply with the standard Amazon returns policy and decided to send replacements, any potential A-Z claim would be difficult to win.
Simply take the replacements back and learn from this experience.
