Buyers requesting refunds for no logical reason?
I have only recently started selling here but it seems that every 3rd customer wants a refund?
So far one requested refund on the day I dispatched the item (using tracked delivery service) because they just feel like "it will take too long" (obviously the item was with the post office already and going their way), another one listed a commercial reception as address and demanded refund because "reception was not their actual room" (by that point item was delivered to that reception and tracking showed that they need to go and pick it up, presumably just downstairs where they live), another one received the item and just said he didn't (tracking showed he did), and there are more examples of similar stuff.
Am I obliged to give refunds when sending things using tracked delivery? How does this work, please? :D
Feeling quite surreal at this point...
Dan
1 reply
Roberto_Amazon
Hello! @Seller_bOircv0UXN9jU
This is Roberto. Thank you for using the forums, I acknowledge that receiving a high number of refunds can be complex to handle.
While good customer service is important, you also need to protect your business from unreasonable demands. Don't be afraid to stand your ground when you're in the right, using your tracking information and platform policies to support your position.
For the specific scenarios you listed:
- For the customers who wanted a refund because "it will take too long": You're not obligated to refund if you've already dispatched the item, and it's within the stated delivery timeframe.
- For the commercial reception address: If you delivered to the address provided by the customer, you've fulfilled your obligation. The customer is responsible for providing a correct and accessible address.
- For the customer claiming non-receipt when tracking shows delivery: You can use the tracking information to dispute this claim.
Note: Tracked delivery is excellent as it provides proof of dispatch and delivery. In cases where customers claim non-delivery, you can use the tracking information to dispute false claims.
You are not obliged to refund buyers for change of mind or buyer's remorse. My recommendation is to find a reasonable solution that can benefit both sides, for more information on how to handle refunds, please see below:
Finally, if you have a repeated customer with such behaviour, I highly encourage you to report it using the form: Report abuse.
Regards,
