Advice Needed on Return Requests for Used Machines
Hi,
I am facing a difficult situation where two different customers are requesting to return machines worth £360 after using them for three to four months. The items have been heavily used, and both customers are pressuring us to accept returns. Due to the weight (30 kg), shipping and collection costs are very high, and accepting such returns would result in significant losses, especially as we sold these items brand new.
Could any of you please advise on the best course of action? Should we accept the returns, and if so, is it appropriate to issue only a partial refund? Or should we decline the requests? We are also concerned that the customers may file A-to-Z claims, which often do not favor sellers.
We would greatly appreciate your guidance on how to handle this situation in accordance with Amazon policies.
Thank you
Advice Needed on Return Requests for Used Machines
Hi,
I am facing a difficult situation where two different customers are requesting to return machines worth £360 after using them for three to four months. The items have been heavily used, and both customers are pressuring us to accept returns. Due to the weight (30 kg), shipping and collection costs are very high, and accepting such returns would result in significant losses, especially as we sold these items brand new.
Could any of you please advise on the best course of action? Should we accept the returns, and if so, is it appropriate to issue only a partial refund? Or should we decline the requests? We are also concerned that the customers may file A-to-Z claims, which often do not favor sellers.
We would greatly appreciate your guidance on how to handle this situation in accordance with Amazon policies.
Thank you
7 replies
Seller_mS10UjVYuuGor
Why are the customers requesting a return?
If they've simply changed their mind you can refuse the return.
If the machine has stopped working properly after just a few months it'll be an automatic repair, exchange or refund situation so you should get it sorted to avoid any A to Z metrics hit on top.
Seller_76AUwmqvSyRIM
Could the printers be faulty? I'm guessing not but you could possible ask them to send you a scan of the output they claim to be unclear. It might or might not help
That's their fault if they didn't do their homework. It's change of mind and you should refuse the return.
Overall, it sounds like a change of mind. They probably did the scam on Amazon themselves and they think they can do it to you too.
If you do accept the returns, you don't need to pay the return costs unless the printers are faulty. You can also give a part-refund if a change of mind down to what the printer is worth now. Probably not a lot.
Stand your ground. Good luck.
Josh_Amazon
Hello @Seller_n8zYsupORu7RG,
I understand the situation with the return requests for the used machines.
Responding to return requests within 48 hours is critical. Failure to respond can result in an A-to-Z claim. So even if you plan to decline, make sure you respond promptly.
Since the items have been heavily used for 3-4 months, you have a few options. You can issue a partial refund to account for the diminished value of the items. You can also apply a restocking fee and deduct the cost of return shipping from the refund for customer-fault returns. These deductions should reflect the condition of the returned items.
I recommend communicating with the buyers through Buyer-Seller Messaging to understand their specific reason for the return. If the return window has passed or the items show significant use, you may be within your rights to decline or offer a partial refund with a restocking fee deduction. Make sure to document everything through Buyer-Seller Messaging.
If you accept the return and the item comes back in a condition materially different from how you sent it, you can file a SAFE-T claim to seek reimbursement.
If you need further assistance with a specific situation, feel free to reach out to our Seller Support team.
Kind regards,
-Josh
