Customer Return, thrown away original packing
Hello,
Ok, so we sell a dumbbell, it comes in some pretty good packaging strong cardboard boxes and then polystyrene in which the dumbbell sits in to stop any movement and fills all voids. An 88 year old customer purchased these dumbbells which weigh 25kg however want’s to return them as he can only use them on the lightest setting which is 5kg.
I arranged a collection for him today to return the items to me, however DPD arrived and the item was unboxed so they didn’t take them. Picking this up with the customer, he said he’s thrown away the original packaging and was expecting the courier to take them unboxed. The failed collection has already cost me £7.
What do I do in this case?
I feel like I will need to post him new boxes (another £6) then to arrange the collection and return (a further £17)
Do i then just deduct this amount from his refund? I’m trying to help as best I can.
Cheers
Chris
7 replies
Seller_DROodOAYHftnc
No advice, but am just smiling to myself thinking of an 88 year old buying 25kg dumbbells 
Seller_NoLYurmb006tq
88 year old lol, so as for the original packing the customer does not need to return them in it, however they are responsible for ensuring they are reasonably packed unless stated otherwise.
I dont think your case will stand up with amazon however unless you have specifically stated about packing with it been a heavy item unfortunately.
All we do is we have a standard returns script we attach to any return request emails which does state original packing and sometimes we get things back in original boxes sometimes we dont.
You do not need to send a box however from a customer service point its really good and if this is a genuine 88 year old and not a dodgy 18 year old you might get 5 star review, personally I would just risk it and state they need to be packed but due to failed delivery it will be deducted and see what kind of response you get
Seller_DQUCTWPjSm8fp
Surely it is the buyer’s responsibility to package the items properly, so that DPD will collect them. You shouldn’t have to send boxes. Although, if you decide to send boxes, you should, as you suggested, deduct your expenses from his refund, including the £7 for the first failed pick up.
Seller_xUKHc5xSYJmI4
I am surprised to hear an 88 ordering dumbbells maybe he ordered them on behalf of someone else. Used them thrown the packing away now want to return them. Amazon policy is clear returns must returned in the same condition as it was received if it’s not the seller can refuse the return or offer a partial refund when the order is returned.
If the customer wants to raise an A to Z claim then this is will go in the seller favour.
Seller_68Z4Z2pEilwLE
As its an elderly gentleman , i would offer to send packaging , but tell him you would have to deduct the costs from the refund ( inc. original failed collection )
Probably be grateful (Hopefully )
