Customer opened A-Z claim because they don't like the taste of our product?
A customer has opened an A-Z claim against us because they didn’t like the taste of our product (a bottle of e-liquid).
This is something that I’ve not previously encountered, so was just wondering what advice anyone has with regards to handling the claim?
6 replies
Seller_hC0hNVDuILaKO
Return for refund, as this is a change of mind.
No return = no refund.
So in your A-Z defence you simply state that you have sent the buyer a return label [or your return address] and that upon receipt of the return you will refund according to Amazon policy.
The label does not need to be pre paid, and if he returns an opened item you can deduct whatever sum is reasonable to reflect the loss in value, from the refund.
Obviously you do actually need to email with the label or address before responding to the claim.
Seller_EJIX7rqDNQJi2
If your buyer never opened a return request, you can respond to the claim like this:
“The order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The item which I shipped was exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the item. According to the Amazon policy, it is possible to return the order for a refund within 30days past delivery. I will issue a refund as soon as I receive the item back.”
After you represent your case, Amazon will either close the claim as Amazon Funded or ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions. Then it will get denied.
Once the return arrives, carefully inspect it and if you determine that the buyer’s return reason was wrong or the item was returned in a materially different condition than sent, you will be able to withold the cost of loss of value out of the refund.
Also, I would advise you to check out my thread with detailed instructions how to handle all types of A-Z claims:
Seller_LGJVYEnsBVTiN
Tell them it just needs a little seasoning
Always works for us
Seller_xUKHc5xSYJmI4
I would have thought eliquids are non returnable once unsealed and would fall in the same category as chocolates. You cannot resale a product which has been used. It would be like opening a chocolate bar eating some and then returning it to the shop keeper asking for a full refund. Usually when you receive the return request it would highlight not in policy. Attached screen shot
