What to do if customer emails me that the product stopped working after 3 months?
Hi,
If I sold a headphone through FBA, and customer reported that it stopped charging after 3 months, should I still replace, or refund, or just anything else I can do?
Thanks for your advises.
23 replies
Seller_FpX6XOCDTcUWU
Hi,
Did the headphones come with a guarantee from the manufactures? If so inform your customer they need to contact the manufactures warranty company to replace the item.
Kind regards
Jemma
Seller_EJIX7rqDNQJi2
All customer service for FBA orders is handled by Amazon. You need to direct the buyer to contact them instead.
Seller_qZO3ZCjoBXEeL
Under consumer law you are obliged to take them back and attempt to repair.them if needed. If nothing is wrong or if they have been obviously mistreated then you are not liable for any costs. Any goods that stop working within 6 months are deemed to have been faulty at sale and are the merchant’s responsibility to remedy. If necessary you take it up with the manufacturer.
Edit - As Kika said, this is FBA so Amazon will be handling communications - however expect this outcome.
Seller_lOIHxKLWXCRuA
The customer must contact Amazon directly. Here, the process is processed directly in FBA.
You can also forward it
best regards
Seller_0pkMTMROIPEmY
If you sold these via FBA Amazon generally close the return window after 90 days, you will still have to accept return of the item under EU Consumer law you are oblidged to provide a 2 Year warranty and the contract is with you and the customer (Amazon will actually give up to 4 years for a defective item), you can try and pass this to the manufacturer if they will support the customer but the customer has a right to return a defective item back to you without paying return postage cost for either a refund or replacement. If the item is damaged or not the item supplied you are not obliged to replace or refund the item.
If the customer contacts Amazon customer services they will issue a pre paid return label that once scanned by the delivery agent will be automatically refunded in full.
Seller_iwDZC5h1MCUbw
FBA Customer Service is handled by Amazon BUT if your customer is willing to deal with you they will experience a much better outcome if you are a decent seller. As a rule brand new items sold customers expect 12 months warranty unless otherwise stated ie most IT parts have 2-3 years. Referring a customer to the manufacturer will cause a negative experience as a lot of manufacturers won’t deal direct with end users.
I would offer to replace (if you have stock)/refund this item, if the item is worth it ask the customer to return the goods to you. If it is a low value item and you can absorb the loss of having to return to your supplier just take it on the chin. If your importing just mention to your supplier you’ve had x amount of faulty do you need them back or can you replace on next order… 9/10 they will add a few extra to the next order for low value goods.
Seller_qHzcAWcsPVCfg
No no - not knowledge - It’s sincerity that is the key, and once you have managed to fake that you have totally cracked it.
