My First Return Request Unsure What's Next
Hello all, When a return request has been sent to you and you have responded to it, I thought that the 24 hour clock would stop ticking until they responded back to you? I have not had a reply, and now my return request has gone over 24 hours.
I don’t know what I should be doing next.
I have already declined one from the same customer because the wrong reason was used for return “wrong item was sent” when it should have been “ordered wrong item” , however it transpired that she doesn’t actually have the item yet to return, it was only ordered last week! If I decline it for a second time I will go over the 2% target.
Can any experienced seller tell me what I need to do next? Thank you !
Seller_DROodOAYHftnc
As far as I know, and as said above by Sequin, you have to accept a return request, unless it is a personalised item or personal health care (there may be a few other categories too, but not sure as not my business).
At the end of the day, you don’t refund until it is returned to you.
Maybe message the customer one more time, saying that you will issue a refund once you have received the return, as per Amazon’s return and refund policy.
25 replies
Seller_esvgLzKXw2YAl
The customer can keep opening return requests, it’s a flaw in the system.
Just decline the additional ones.
I would suggest, that you send an email explaining this to the customer as well.
Seller_YeHd6oIdUhl2s
Hi Neil, thanks for replying- but the target for declining requests is supposed to be below 2%, that one already declined request has already taken me to 1.3% so if I decline this 2nd one, it will take me over the 2% and I don’t know what will happen to my shop if I do that?
Seller_7VbclcPFFRTnc
Can you not just accept it and deal with it if and when it’s returned
Seller_YeHd6oIdUhl2s
Well, I’m not sure I should accept a return that says that I sent the wrong item when I didn’t. won’t that count against me?
Seller_qZO3ZCjoBXEeL
A return is a return, it makes no difference really. Only about who pays which part of the return charge. Be very wary of declining return requests because they’ll turn into A-Zs very quickly, and if you’ve been declining the returns you’ll probably lose the claim.
On a separate but related note: how come your return requests are not being auto-approved?
Seller_77IcbQKVGdZo0
What counts against you is declining a return request. Unless the return request is out of policy such as being outside of the return request window you must accept it.
If the customer says they have the wrong item there can be various reasons for this. They may just be lying to get a free return. Sometimes I see it with clothing where the customer thinks they have ordered a particular size or design from a variation listing but have ordered a different size or design.
You must accept the return request. If the customer says it is the wrong item this goes down on your voice of customer as a negative customer experience. Too many of these and your product maybe blocked but just the odd one will make no difference.
Seller_YeHd6oIdUhl2s
Oh I see- I thought it may count against me if the return was stating that I had sent an incorrect item. I only declined it the first time because I was advised to do so I sell on Handmade so I think the rules for that are slightly different. So you are supposed to just accept the return even though the customer made the mistake? I don’t even know if she has it in her possession yet.
Seller_qZO3ZCjoBXEeL
Is it customised? If not you have to take a return for any reason. That’s law, not just Amazon policy.
Seller_YeHd6oIdUhl2s
Well ,the customer said that she somehow did order the wrong item then she said she realised a few days later but actioned a return rather than message me- after lots of back and forth it transpired she didn’t actually have the item in her posession to return, so I explained that she would need to wait to receive it first. She said she wanted an exchange originally, but she then sent another return request again with the same reason on it…she wanted me to send out the order again even though the original is in transit. Now she’s complaining that the order is late…I’m a bit stuck here really. I’d already told her right from the beginning that she could return it no problem. Other advice I am getting is to hang tight , and to ask for photos of the wrong item- which I have done and now it’s gone quiet. But this return is sitting there saying over 24 hours
Seller_YeHd6oIdUhl2s
I have never said I won’t accept a return
Seller_5nd9NCEYBZxwN
things like that can happen sometimes. Honestly, I’m curious as to what has been done about it.
