Returned item which customer has damaged
I’ve just received an item back from a customer, set of 2 cushion covers, the item has arrived with pink/red dye all over one them and hair and pet hair and dirt on both and cannot be resold, where do I stand on refund as these were made to order and were brand new when I sent.
I have photos of the damaged items. Cannot believe people think it’s acceptable to return items in such revolting state.
Any advice.
37 replies
Seller_NoLYurmb006tq
Hi A-Z is always a possibility but I would contact customer show image etc. and explain as per returns policy a reduced refund will be made of X amount due to damages or if its a complete write off I would advise the customer of this and explain no refund possible and offer to send the items back to customer.
Seller_a6TQH14n0haom
Thank you Peter for the advice as I wasn’t sure where I stand on the matter, though I was going to fight on this on this one as I’ve never seen anything like it before.
Seller_xUKHc5xSYJmI4
If the product is not in a resalable condition then you are not in a position to offer a full refund. Take a photograph of the product, attach the photograph to the message so Amazon can also see how you received the product and the reason for none refund.
If an A-Z claim is raised appeal the decision saying the product was not returned in accordance with Amazon returns policy and the product can no longer be sold as new or used.
Seller_a6TQH14n0haom
Thank you I’m going to fight this one as it’s disgusting knowing they’ve obviously used them, then dyed them and think they can send them back, plus being covered in dirt and cat hair. Seriously vile.
Seller_a6TQH14n0haom
Thank you I’ve just emailed buyer regarding items and will update with response etc when I hear back.
Seller_XrsxyuONn8r2w
We had a cushion returned once as a ‘change of mind’ and when it arrived it was covered and I mean covered in cat hair.
The customer tried to claim it must be us. My wife is allergic to cats to the point of being near them puts her in hospital.
When I pointed this out they tried to argue to toss about it but we stood our ground. they finally admitted their cats had used them as a bed and they had intended giving them as a gift but now couldnt!
Seller_PskdvPyDlHxrX
I’m sorry to hear your experience here 
It really saddens me when I read things like this… I mean what has happened to people and just doing unto others as you would have them do unto you… But I really hope Amazon honour you as a seller and don’t allow them a refund or they reimburse you if they have already returned their money. SMH
Seller_eAVV3xHVWD7ns
I was under the impression that made to order goods do not have to be refunded
Seller_3u63TG7fpfnG6
because amazon lets them, my blu rays have come back destroyed one was snapped in half, sent out new, buyers know they can get away with it
Seller_E825FspfQk8T0
i just got a return of a cushion cover with a hole in the back of it and on checking with another of the same its right where the tag is attached. Why do people pull off the tag and not snip it with scissors. I will replace as cannot prove it but annoying as it now puts the order on a loss
