Customer returns only half of product
Hi
Wonder if I can get some advice. I have had a few returns recently where the customer has only sent back a few parts of the item. I cannot resell it as its not complete so I have to take the loss, as well as the fees Amazon charge when I get a return.
How are Amazon letting customers get away with this?
19 replies
Seller_Yja9oH7DLHk2I
I always open a case with photos of what has been received.
It is pot luck what reply you get.
Sometimes they say the item was received in an unsellable state therefore they will not reimburse.
Sometimes they just reimburse for the whole item.
Sometimes they write back saying I should contact the manufacturer and ask them to send me the missing bits!
Some times they will make a small reimbursement that they think can be used to purchase the missing bits.
Often they write back and ask me to send a photo of the missing bits. I always write back and ask them to confirm that they have really asked me to take a photo of something that is not there. They always write back and say yes. I send them a photo of an empty table and they usually then reimburse.
All a bit silly really.
Seller_NoLYurmb006tq
Hi I would do a partial refund and add a message to buyer stating partial due to damaged/missing parts on return.
Seller_Yja9oH7DLHk2I
My replies relate to returns to FBA that are then removed and returned to me.
Seller_sFEUMUfeW5484
My experience of dealing with SS over the years is that in the main, they don’t understand Amazon policy, most don’t even understand basic ecommerce (selling/buying). Try to avoid using SS at all if possible, but only for the most urgent of cases and even then always tick that little box that says it’s effects your whole business, you “seem” to get a little better help.
Seller_4GiU4XGuHr24s
For anyone else reading this, Amazon’s customer returns policy is:
Our Voluntary Returns Policy
As well as your statutory cancellation rights described above, you can return most products from the Amazon sites to Amazon within 30 days of receipt of the products if the products are in an unused and undamaged condition. To return an item please visit our Returns Support Centre.
Please note that this returns policy doesn’t affect your statutory rights and therefore doesn’t affect your right of cancellation as described above.
Please note that you must return each item in the same condition in which you received it. This means that new items must be returned unused and undamaged . Used items must not have any additional signs of use or damage.
Seller_xUKHc5xSYJmI4
Id take a photograph of the order when received and inform the customer we are unable to refund the order because the order has not been returned in accordance with the returns policy. Do not offer a partial refund if the item cannot be resold.
