Customer returned fragile item in a poly bag, unsurprisingly it arrived broken, refund advice needed!
Good morning,
This came up before a few years ago but it was a different scenario so I’m just wanting a little advice:
A customer raised a Return Request stating the ceramic bowl they ordered was no longer needed, I said we’d happily accept the return provided it was returned in the same packaging it had safely arrived in (sturdy box, packing chips, bubble wrap) however it has just arrived back today in a poly bag with only a thin layer of bubble wrap surrounding it, which would never have been sufficient for safe transport and as such it’s in several pieces instead of one.
I do not wish to refund the customer in full but I fear I have no choice, any decent suggestions out there? It’s not a particularly expensive item it’s just the total lack of care from the customer that I find extremely disappointing.
If it helps, I took photographic evidence as I opened the package which clearly shows the damage through the bubble wrap whilst still in the poly bag and their return slip.
Thanks for your help 
Jo
8 replies
Seller_EJIX7rqDNQJi2
Since the item arrived back in a different condition than sent, either refund minus the cost of loss of value or don’t refund anything. It all depends on the severity of damages.
If the buyer opens an A-Z claim, Amazon will fund it.
Seller_y7wlA8Npjq1Or
I would refuse any refund the damage is to sever for item to have any value But do explain this in your reason for refusal. Customers are not experienced in packaging but this one failed to follow your advise. If AZ comes defend with your evidence so keep everything and take photos as part of your proof.
Also have this logged with Seller Support get in first “so to speak” with this issue.
If you defend AZ correctly as KIKA said it should end up Amazon funded.
