Suspicious Customer Refund Request
Hi Folks!
I’m looking for a little advice. A customer ordered a product a few months ago (a haircare product). A couple of weeks later, they sent us an angry email saying that it had irritated their scalp. So, we immediately sent an apologetic email, provided a full refund with no need to return the product, and also suggested that, as the product was very gentle, the only reason we could think of as to how it might happen would be if they had a sensitivity to one of the ingredients, so we offered them a referral to the manufacturer’s formulator, who is a qualified chemist with a background in product formulation, who would be able to advise what ingredient they had a sensitivity to so they could avoid it in future. They didn’t reply - that’s their prerogative, of course. It wasn’t a requirement of the refund, just us trying to offer them the best service we could.
Then, the customer ordered the same product again a couple of months later ( around the time you would normally re-order if you’d been using the product normally). The product was shipped, and this morning, we’ve received another email, this time telling us that not only did the product irritate their scalp, but it turned their hair blue. Now, I’ve spoken to the formulator at the manufacturers, and she assured me that this isn’t possible unless the customer mixed the product with bleach or a pigment-containing product.
So, I’m wondering what to do here. The manufacturer has a ‘if you don’t like it, we’ll refund it’ policy, but they’ve only been called use that a couple of times in several years - and that policy doesn’t extend to multiple purchases of the same product. If you didn’t like it the first time, why buy it again?
I’m normally one to believe customers, or at least give them the benefit of the doubt, but I don’t believe this customer for a moment. If you bought a product and it hurt you, then why would you buy it again a few weeks later? Also, there’s the small matter of their report being a scientific impossibility…
So, I’m thinking the following, but I’d appreciate some advice from other sellers on whether you think this is the right move:
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Be friendly and apologetic that they’d experienced a problem, but explain that you’re concerned that they have already ordered this product and had it refunded because it didn’t suit them, so we’d strongly recommend taking up the offer of free allergy consultation with a qualified specialist.
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Explain that, as the only way that the product could affect hair colour would be if it was mixed with another substance, ask what else they used with it so the manufacturer can update the advice on their packaging to avoid customers having the same problem.
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Say that, as the product has caused such a violent reaction and this is unheard of in the manufacturer’s product history and PIF, ask for it to be returned for lab testing prior to receiving a refund for the product, and both outbound and return shipping.
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Say that, as they clearly ordered the same product in error, we’ll pop a note on the customer’s account to ensure they don’t order the product in error again by contacting them if they order the product a third time to let them know they ordered a product they are clearly allergic to, and ensure we cancel the order to protect them from future issues.
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Open a case with Seller Support in case the customer is doing this continually with a range of sellers, asking them to investigate the customer’s account.
How does that sound? Would you do it any differently? It’s rare I’d question a customer’s integrity, but this just seems far too… well…unbelievable.
26 replies
Seller_EJIX7rqDNQJi2
Personally, I would never refund a buyer without a return, especially months after the return period has expired. I always deny all out of policy returns.
However, if your manufacturer has a money back guarantee for all cases of dissatisfaction with the product, it’s between you and them.
If the supplier is willing to compensate you, then refund. If not, politely explain the customer that the policy applies to a single occasion and they can’t expect you to refund them everytime they purchase the same product which causes them issues.
I like your option 3.
Seller_tkfpK1OIBO2c0
Ask for photographic proof of blue hair!
Seller_7ixelM11x15js
The customer know what they are doing.
Seller_ejwc84JNL5Uk6
Sorry but of course its a scam. I can understand your concern over the first sale and his complaint - but from buyer point of view his complaint resulted in an apology and a freebee with no return- now he’s trying it on again!
Seller_5YnUBBEgHZOv5
Thanks everyone for your advice.
Unless anyone thinks it’s a terrible idea, I’m going to go with my 5 point plan:
Tell the customer we’re sorry they had an issue, but that the manufacturer’s ‘no quibble’ return policy on used cosmetics only extends to the first time a customer purchases a product and, as they seem to have had a different reaction to last time, the manufacturer has requested a return for comprehensive lab testing so, if they return it, they’ll receive a refund, ask them if they mixed the product with another product to cause the colour change so that the manufacturer can amend their usage instructions to include what types of products not to mix it with, and that we’ll ensure their safety by not accepting further orders from the customer for this product for their comfort and safety.
Then we’ll also raise a case asking seller support to investigate the customer’s account for similar demands. We know they won’t tell us, but they don’t need to.
Seller_5YnUBBEgHZOv5
Just to let everyone know that I opened a Seller Support case, and they were (surprisingly!) very helpful.
They have documented that the return is suspicious and said that they will note the account to show that we are right in not refunding without the return.
They are also investigating the buyer’s account for suspicious activity.
Seller_5YnUBBEgHZOv5
I just wanted to thank everyone for their wise counsel and good advice.
After reading all your responses and speaking to seller support, I’ve sent the buyer the following reply. I know the sarcasm is pretty heavy, but I’ve tried to construct it in such a way that it looks like I believe them:
Dear x
Thanks for your enquiry, and we’re terribly sorry you’ve experienced a problem. However, we’re also a little confused. You purchased this product in March this year, and also wanted to return it because of an issue with it concerning an allergy or sensitivity to one of the ingredients. At the time, we spoke to the manufacturer and they offered to provide an ingredients analysis with you so that you would know what ingredient caused you a problem so you could avoid it in future. We didn’t receive a reply, but we’ve spoken with the manufacturer again today and that offer remains open if you would like us to put you in touch with the specialist formulator at the manufacturer. As you have purchased the same product again only a few months later and experienced a different reaction to the one you previously described, we’d strongly recommend this free offer of consultation with a specialist to help prevent you having problems with other products from other manufacturers in the future.
As you’ve described a different reaction this time, the manufacturer’s formulation department has come back to say that the only way that hair could change colour was if the product was inadvertently mixed with another substance, such as bleach, hair dye or a coloured toning product. If you could confirm what other products you used at the same time, then the manufacturer can update the advice on their packaging to avoid customers having the same problem.
As the reaction you have described is so extreme and unheard of in the manufacturer’s product history files, they would appreciate if you could return the product for your refund for lab testing. We consulted with Amazon Seller Support, and they agree that this is in accordance with their policies. We will of course refund your return shipping along with the product refund. If you can open a return request, then we can process that through the Amazon system and follow their policies correctly.
Given that you have ordered the product twice in the space of a few months and have experienced 2 different adverse reactions to the product, you must clearly have ordered the same product in error, so we’ll pop a note on your account to ensure that you don’t order the product in error again for your comfort and safety, so we’ll contact you if you order the product again in error to remind you of a previous allergic reaction. We’ll also ensure that we cancel the order to protect you from future discomfort.
Once again, I can only apologise for this second unfortunate experience, reiterate the manufacturer’s offer to provide you with free ingredient sensitivity analysis, and ensure that you get your full refund as soon as we receive your return for laboratory testing.
Kindest Regards etc
Seller_ucJQixDvsJxfk
It costs me a small fortune every other month at the hairdressers to bleach then dye my hair electric blue. Can I please have the name of this elusive shampoo to make my husband happy? 
