Customer asking for refund of a used item
I am a new seller. I sold a tube of shuttle to a customer and they received and played with them but claim the shuttle ripped in less an hour and now they want a refund of the product. How can I deal with this?
11 replies
Seller_DROodOAYHftnc
You ask them to open a return request, you will need to accept the request and tell them to return the goods, tell what delivery method to use (as some will use the most expensive method and expect you to refund that too !)
Do NOT refund until the item is returned.
Check out Amazon Help pages about how to handle returns and refunds.
Be aware that sadly some sellers will return their old items and not the ones that you sent out, so be sure they are yours. You could ask them to send photos of the damaged items, and if you are convinced they are the ones you sent then you could refund without a return.
Seller_2BrPSydGy6oyq
It depends if the return is within 30 days of receipt, if over 30 days then you can decline a return as outside the return period.
If inside 30 days, best to accept the return as advised by @JillyB1 and decide on return if faulty, or damage caused during use?
Seller_yYH50cDF46pKL
The customer initially messaged me themselves telling me that they used the shuttlecock but it got split within an hour of playing. The product did not advertise for long term use and as its the nature of the item which I am selling, it is subject to wear and tear. I dont understand how to respond to the customer who is requesting the refund as I find it quite unfair for them to do so.
Seller_yYH50cDF46pKL
Thank you for your responses.
The item sold was a brand new. As pointed out there was no manufacturers guarantee on the longevity of the item. The customer used the item, it split and wasn’t happy with the price they paid for it.
Seller_yYH50cDF46pKL
Dear All,
My apologies the header was not clear. Sorry for the confusion. I take all your feedback on board and as a new seller appreciate the time you have all taken to help me answer my query. We shall work to resolve this in the best possible manner
