What do I do about a customer who is constantly buying the same item and returning it?
I had a return request today from a buyer who bought an item (clothing) 10 months ago and is wanting to return it because the stitching is coming apart. This was a FBM order
Amazon flagged it as out of policy, but when I checked the order I saw that over the space of 2 weeks they bought the same item from us via FBA and then returned each of those several weeks later.
They have just bought the same item from us this evening…
What should I do?
34 replies
Seller_hC0hNVDuILaKO
You know you have to accept the return request, but at least as this one is FBM then when you get it back you can assess the condition for yourself and refund accordingly
I’e if customer damaged then deduct a reasonable amount to cover the depreciation in value
This can be as much as the full item cost if it is unsellable.
[In the US there is a maximum of 50% that you could withhold under Amazon policy, but in the EU you can deduct the full amount of the depreciation
Seller_5mLDKnKu2zhvV
My guess is that if you deny the request they’ll open a request for the item ordered tonight and send back the item bought 10 months ago. That’s just a guess of course.
If you accept at least you have control over the refund when you can assess the condition of the returned item. They could of course then also return the item ordered tonight, but again you’d have control over that.
I’d accept the return request ‘as a gesture of goodwill’ and send the order tonight via a trackable, signed for method.
What was the reason for the return request by the way?
lol
Seller_94VWxluF6zYyI
Thanks everyone for your helpful advice.
… except Anglozone… you go straight to the corner and sit there facing the wall until you’re sorry for what you have done.
Seller_6sxtIS0RbZ5k7
Maybe her washing machine is on the blink.
I, too, think she will return the 10 month old one.
Seller_bhSWqoVh7Pn98
As the item has a serial number, or batch number, or you can arrange such I assume with the maker. Clearly show that on the delivery note.
I think as you say it will be an item ‘swap’ so I’d cancel the order and email the Buyer saying that you are refusing to sell to her due to the returns rate.
Have you checked the other returns, are they as new?
Seller_94VWxluF6zYyI
Just a quick update… As expected the buyer has used the FBA returns system to buy a new item and return (I presume) the old one…
But trying to be a clever bunny she opened up a new account so that the previous 5 returns wouldn’t appear… Sadly she’s not that clever as she has the same name and address…
Thanks Amazon for allowing scammers to get stuff for free,
Seller_gcApEu4yzoNNw
cancel the order every time they order it
Seller_Ie3ILyE1a0jGE
Next time they order it. Cancel the order!
Seller_d5xGVic0qWqw7
if she has got many of you and FBA ones too. I assume the 10 month one was already returned in the FBA and the one of the FBA ones are being returned now.
so it probably be one of the most recent ones she got.
If they are being returned used the as i spoke to amazon about this you are not obliged to refund the item and report it to amazon as being used and worn. I had a customer return a used item and it was full of snot and sent back out and never heard back.
I would refuse the return request and cancel and refund the most recent order too.
as clearly she likes the item and would being buying it again and again if she didnt like it.
Also send a report of all the orders to investigation@amazon.co.uk so they can be made aware too and report the emails as abuse of return policy
