I have a customer who purchased 2 cases of light bulbs for 60 bulbs total.
They shipped via UPS with an outer-carton and padding. Packaged well enough that it would be darn near impossible to break a few of them let alone all 60.
But indeed, They buyer left a very vague message on a return authorization saying that every single bulb was broken (box okay, product damaged return code).. I contacted the customer simply saying sorry & that if the item arrived damaged, return them and you will be issued a complete refund.
Two days later I just new order with a zero dollar value saying replacement item to customer.
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***my main question is this*** what happens if I defy Amazon here and cancel the replacement request, telling the customer to do it the old-fashioned way. Send it back and you will get a refund. When it’s scanned.
my main concern here is that I’m about to walk into a trap where I send a replacement and then the buyer opens in A-to-Z claim when it is en route. I’ve seen it happen time and time again in the forums, and Amazon gives the sellers money back and lets the buyer keep all items.
Usually my main goal is to satisfy the customer, but I’m all but sure I have a thief on my hands and don’t want to make it easy for them.
Thanks for any thoughts or help.