Buyer refusing to return item for a refund due to COVID - wants me to arrange a courier to pick up or refund
As title.
Buyer ordered item, says the colour isn’t exactly like the pic so they want to return and have a refund but they cannot go to the post office because they are shielding or something due to COVID and that I must arrange a courier to pick it up.
Am I right in thinking this is bonkers?
I replied that it is Amazon policy that the buyer must return the item, asked them to open a return request so I can authorise and send a pre-paid label for them so there’s no cost, but they must return it.
Got a rude reply saying something to the effect of - what part of I’m shielding do you not understand? Do you expect me to jeopardize my health for you? Do you want me to raise this with Amazon?
etc. etc.
Stick my ground, be nice, repeat the policy, tell them there’s no rush they can return it whenever they like if they need to wait a while?
18 replies
Seller_esvgLzKXw2YAl
There is an extended returns window. So send them the label and tell them that can send it when they are finished shielding.
Don’t get into an argument with them, and just keep it polite.
The only time you would need to arrange a courier, is if the item is too large and is damaged etc.
Seller_DROodOAYHftnc
As Neil says, there is an extended returns window, so they can send when able.
As from August 1st shielding restrictions will be lifted so they will be allowed to go to PO, as long as stick to social distancing, and wear a mask, of course.
Seller_tt2likTRcH4GB
send a collect plus label - this is valid for 28 days. Royal Mail is a week at the moment.
Seller_NoLYurmb006tq
Hi, it is possibly genuine but lets be right so many dodge pots out there - What you should bare in mind is if they are genuine and your awkward its going to give you bad feedback and possibly a A-Z if its a small item you could arrange a Hermes collection and email the label to them for a couple of pounds or if your arranging an exchange then its going to be cheaper with another courier.
Other than that just let the buyer know your happy to return when they can even if it takes another month this way your not going to be winding the customer up.
Seller_taDBgt7LctucW
I’m with @PeterT on this one. Given the unprecedented situation we are in and the genuine risk to people in certain categories I would arrange a courier collection, even if this is not something that you would normally do. It won’t cost much more than Royal Mail and will get the situation resolved amicably for both of you.
Seller_mZp1w9I00MrWO
Just refunded him in the end, he said even after the August 1st easing he has another medical condition which means he won’t go to the post office to return the item, and just kept being rude, left a bad review also which will ding me,.
I know it’s frowned upon by sellers but I just don’t want the stress of it tbh, sick of people like this, have a refund, leave me be.
Seller_x1xMSBwZsJrTE
Surely they must be getting friends/relatives checking up on them or calling with supplies who could post the package for them?..
Unless they’re shielding in a fully stocked nuclear bunker.
Seller_JJXSAW5oVediL
I had one of these a few years back, said they wanted me to come and collect and they wouldn’t send it back unless I did! This was without the Covid excuse.
In the end Amazon intervened and made the customer send it back, but it took a few emails back and forth.
Isolation is over, they could accept it at the door and they can send it by opening the door to a courier. If it costs you a label then so be it, if they don’t use it then at least you have done your part and obliged to do no-more. All the best.
Seller_l78koE9kGCu59
Awesome attitude. This is a thing I can asure you. I myself and my wife have been shielding since mid March.
No, it’s called customer service. The cost difference is pennies if you lbook with the right courier.
Your title is confusing me.
“Buyer is refusing to return item” … “Wants me to arrange pick up”.
Unless I’m missing something the customer isn’t refusing to return they simply need a little assitance to do so. I think the current situation dictates this is very reasonable.
