Item returned, no external packaging. Shoe box sealed with selloptape
Hi all. Sorry if this was discussed already, but I couldn’t find any information regarding this.
I had three returns so far (Germany & France) when buyer returned shoes in its original packaging, BUT did not pack it in a separate poly bag or a box. Original box was sealed with sellotape instead which leaves it unusable for reselling.
Did you ever come across similar returns and what did you do with the refund? Did you apply refund in full ? What are my seller rights in such case ?
Many thanks
11 replies
Seller_z6B2L9xab6HlP
You can deduct an amount for loss of value. Amazon USA rules say it can be a maximum of 50% deduction, but Amazon Europe have no such rules. A fair amount of the deduction might be about €5.
Seller_bdSdLjti4IugQ
You can deduct an amount for damage of the goods on the refund page, however, weigh up if reclaiming a few euro’s is worth upsetting the customer which could result in negative feedback or a 1 star product review… You should always expect goods to be returned in the original packaging only. Most people just slap the return label on the external box, in this case a shoe box. The customer might not have a poly bag or extra box around and it would cost them time and money to source one or they simply can’t be bothered… In your return instructions in the future make clear that customers need to return the box in another box otherwise you reserve the right to deduct money for damaged…
Seller_ft7oJXgW486Ln
Thanks for your opinions and suggestions. I have updated my return terms asking to use additional box or bag when sending back - and hey, customer can always re-use the one I send the order in. I sell shoes and trainers which always come in original box, brown sellotape all around is really annoying and leaves me with no chance of re-selling as new. Deducting 5 EUR won’t make big change to the condition loss and like was said, risking to get 1 star is frustrating either !
Seller_7xa4giJ3wJ3FU
Hi, explain to the customer in the return notes how they must return the goods. The simple guide lines for returning items not damaged or faulty are:-
'A deduction can be made if the value of the goods has been reduced as a result of you (the customer) handling the goods more than was necessary.
The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.’
We also tell Buyers the outgoing postage will not be refunded in these cases. It stops them returning low value items in most cases.
Seller_KoyDfkwo4wrtG
In around 95% of cases Sellotape can be removed with a hairdryer for future reference.
