Is this the reason why buyers often select 'Item not as descibed on website'?
I’ve notice that a lot of the time when a customer returns an item they say the item is not as described on website. I’ve often been baffled by this as one of my items in particular receieves lots of possitive reviews that it’s ‘Exactlly as described’.
However, I’ve just requested a return on an item and you have to choose a reason from a drop down menu. The top item is ‘Description on website was not accurate’…
Are all these items really ‘not as described’ or is this just the result of lazy buyers picking the first item on the list?
And why is there NO option for ‘Change of mind’? Shouldn’t that be the first option since it’s most often the real reason.
58 replies
Seller_DROodOAYHftnc
Absolutely re the change of mind.
Also, the ‘Better price available’ is ridiculous.
Customers should do their own research before buying, they know the price when they buy, and by the time they pay for the return postage (as no error on the seller’s part) it probably won’t be any cheaper !!
Seller_ZjZ4slOF0jHpk
Seller_ZjZ4slOF0jHpk
Seller_ZQyopdiwkUHOZ
Of these, “Better Price Available” is the most problematic. You put that in the list and the customer will think, “Oh, the reason doesn’t matter, they’re just after data” which will lead to them just putting whatever reason is easiest to click without even thinking about it.
In clothing, the one we really get roasted by ‘Too Large/Small’, which are higher up in the list than “Ordered wrong style/size/colour” so anyone who orders something that doesn’t fit will see those two reasons and won’t even read further to know there’s the other option. They don’t realise that by selecting “Too Small” they’re placing a defect against the product, they think they’re just selecting the reason that it was too small for them.
Try getting Amazon to see sense on that though!
Seller_LKjg1QRrO36Yq
I think the return options are also different depending on whether it’s an FBA or an FBM order.
I agree with other comments regarding buyers choosing the easy/lazy/least incriminating option.
Seller_bhSWqoVh7Pn98
They choose the option ‘Description on website was not accurate’, as if you buy from Amazon, or FBA, you then get a free returns pre-paid postage label.
They also get one if they say used item, not as new, wrong item, etc, etc, or the most used: ‘Performance or quality not adequate’ - Well, when you always want the best item, so you want a Rolls Royce, for the price of a Ford, then I suppose that is still correct. Just really, that is not saying it if defective, just unwanted as they wanted a better item. However, that really should be a charged for return, but its not.
If they choose No longer needed, Accidental order, etc, then Amazon charge them for the postage label, so Buyers learn to choose a free return option, even if not correct.
I suppose when you buy from Amazon though, what returns reason do you choose?
Seller_ftMMn0UeA4IQP
‘Wrong Item Received’ when they actually mean wrong item ordered is the one that depresses me the most, especially when they go on to explain which item they meant to order in the comment section.
It’s only the ‘wrong’ item because they ordered the wrong one, but it’s now there in black and white as a packing error 
Seller_afyjRDyMeCC5k
I used to message the buyer along the lines of:-
We are sorry that the item is ‘not as described on the website’ Can you let us know what the error was so that we can updatethe listing and ensure other buyers are not disappointed?
Needless to say I never had a reply and now you can’t even message buyers.
Seller_saK5Ah2SaNYjL
I get this on a car part that I bought yesterday. I guess the return reasons vary by the category of the items.
Seller_uLWfKCVo2Wbga
They do it because they don’t have to pay to return it and Amazon don’t check. Customer is always right, sellers are scum to them.
