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
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_NoMNQDGnEW5Bx
Accept the return and then ask for photos but always accept the return
Seller_YeHd6oIdUhl2s
I see. I was given different advice and told to refuse the first return request because the wrong reason was given, but I wasn’t actually refusing to refund or exchange
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.
Seller_YeHd6oIdUhl2s
Ok thank you Jilly- I was always going to accept the return but I didn’t realise I’d get dinged for cancelling and asking the customer to put it through correctly= I appreciate everyone’s help on this and am going to do that
Seller_qZO3ZCjoBXEeL
To be fair, the way you approached it makes a ton of sense, it just isn’t how Amazon works unfortunately.
Seller_5nd9NCEYBZxwN
things like that can happen sometimes. Honestly, I’m curious as to what has been done about it.
