Issuing replacement to customer
Hi New to selling on Amazon
Have a customer who would like a replacement as original was too big. He has returned the original item to us and we have the smaller replacement ready to be sent out. When I’ve gone onto Amazon Seller to complete this, there doesn’t appear to be an option to replace. The Return screen only gives me a box to click to issue a refund to the customer, which is not necessary has he will get the product he has paid for. But if I don’t complete the Return and leave it outstanding, will we not get our money as a return has been requested?? Could we have advice please on how to deal with this correctly so that Amazon are aware of the processes that have been taken. Many thanks
8 replies
Seller_ejwc84JNL5Uk6
Best advice is never to send a replacement item as Amazon are not geared up to process this and the replacement cannot be acknowledged.
You should refund the original order and ask buyer to purchase again (politely explaining Amazon’s oddities)
Seller_EJIX7rqDNQJi2
Personally, I have never experienced any issues when sending replacements.
It’s a good customer service and not all Amazon buyers are scammers.
If the order value is low, I would definitely send the replacement.
Seller_rGtEcZnu0JTRD
We have seen customers receive a replacement, and then make a claim to Amazon saying we have not refunded the return, as there is no option to replace. However what we tend to do is see if the customer is a regular, if they are and we have never had any prior problems, then we will exchange, but if it is a customer who we have not dealt with then we simply refund and advise them to re-order. This can in itself cause a problem though, as Amazon can take up to 7 days to provide the customer with cleared funds, and not all customers can afford to buy again until they get the refund. Like most situations with Amazon this is another one where you cant win.
