Item defective or doesn't work
Yesterday evening I received a return request for a ‘face mask pot’, which was received 23/10. The reason is ‘item is defective or doesn’t work’ and is waiting for me to authorise the return. There is no explanation or reason given. I have contacted the customer for further details as the only reason I can think of that it would fall under this category is if the pot was broken/open, which it wasn’t when i sent it or if the buyer is claiming it does not do what it says on the ‘tin’ (listing), which I do not feel can be claimed after only having it for 3 days as it is only meant to be used once a week, so should only have been used once. I have also personally tested this item for the past 4 months, as i do all my products and feel it does work and makes a difference.
Anyhow, the return is waiting for authorisation, but I would like more details on how to deal with the authorisation please. Is there a time limit on authorisation/declining or am i able to wait for the customer to respond. Should I be automatically accepting it and then discussing/arguing refund deduction etc when I receive the item back and see what state it is in?
I assume the reason shown is potentially damaging to the endless Amazon accounts metrics so I would appreciate any guidance/experience on how to deal with this request.
Thank you kindly.
Seller_77IcbQKVGdZo0
Don’t communicate with the customer any more. Just accept the return as if you don’t they can raise an A-Z against you.
When you receive the return back you can inspect it and if you feel that there is deliberate customer damage you can make a reduction in how much you refund them. If it was damaged in the post then you would need to do a full refund.
Customers often don’t use the correct return reason so it may not be defective it might just be a change of mind. You will probably find the return comes back in perfect condition
It only really impacts voice of the customer. One negative return reason doesn’t impact the product. If you get many negative return reasons then it may make the product suppressed. Don’t worry about a single negative return reason
EDIT: You may not even get the return back as customers sometimes don’t return items they request a return for. They may be trying it on to see if you just refund without a return.
5 replies
Seller_77IcbQKVGdZo0
Don’t communicate with the customer any more. Just accept the return as if you don’t they can raise an A-Z against you.
When you receive the return back you can inspect it and if you feel that there is deliberate customer damage you can make a reduction in how much you refund them. If it was damaged in the post then you would need to do a full refund.
Customers often don’t use the correct return reason so it may not be defective it might just be a change of mind. You will probably find the return comes back in perfect condition
It only really impacts voice of the customer. One negative return reason doesn’t impact the product. If you get many negative return reasons then it may make the product suppressed. Don’t worry about a single negative return reason
EDIT: You may not even get the return back as customers sometimes don’t return items they request a return for. They may be trying it on to see if you just refund without a return.
