Customer wanting replacement items as faulty - fba

Countries

Read only
Australia
Belgium
Brazil
Canada
Egypt
France
Germany
India
Italy
Japan
Mexico
Netherlands
Poland
Saudi Arabia
Singapore
Spain
Sweden
Turkey
United Arab Emirates
United Kingdom
United States
United Kingdom
imgSign in
Country changed
user profile
Seller_NoMNQDGnEW5Bx

Customer wanting replacement items as faulty - fba

I am probably taking this too personally however I have just received a nasty message off a customer saying she was going to report me to amazon for being unhelpful and useless and no other seller is like me.

She sent a message saying the two plastic cups she bought from me in March were now cloudy inside and she wanted to know what i would do about it. I explained that I didn’t hold any stock so could she contact Amazon to request a return and replacement.

Have I done something wrong? I know I could refund her but if they’re faulty I wanted them back, there isn’t a way for us to do returns is there?

35 views
7 replies
Tags:Returns
00
Reply
0 replies
user profile
Seller_f5cnodyVjLD4S

If this was an FBA order, you absolutely did the right thing by politely referring the customer back to Amazon Customer Services. :slightly_smiling_face:

10
user profile
Seller_64jziShTiTjOq

No, you’ve done nothing wrong. All customer problems with FBA have to be dealt with by Amazon - that’s what you’re paying them for (well, in part!)

10
user profile
Seller_64jziShTiTjOq

Of course you are. You clearly forgot to include an instruction that they need to be washed up once she’s drunk her G+T (or more likely, her G-T) :wink:

10
user profile
Seller_JHdYYHAeKWpb1

No just ask her to wash it, and not leave it dirty overnight. By the way tell her also that dishwashers do wash better than hand wash. If not just add white spirit vinegar. On the serious note just ask her to contact Amazon and perhaps re-explain your predicament, tell her to put herself in your position.

00
Follow this discussion to be notified of new activity