Buyer opened body cream and asking for refund
i have a customer who purchased some body cream , used a small amount and is now asking for a refund as it didnt work! I have denied the refund request with amazon but they have not got back to me and now she has contacted me again asking for a refund.Where do I stand with this one.
31 replies
Seller_2BrPSydGy6oyq
It’s not eligible for return, refer the buyer to Amazon return and refund policy;
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.
The same exclusions apply to our Returns Guarantee as for the right of withdrawal. The following products thus cannot be returned under the Returns Guarantee (unless defective):
* Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
Full returns policy;
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161002
Seller_YbJ8Q0qIDipRZ
Thankyou for that I don’t understand why amazon keep sending me her emails when I have responded and advised her she can’t return opened products.
Seller_j2BZBNIebhRVl
I’ve had completely used and empty foundation returned 2 months after purchase and refunded by Amazon (with my money,of course),so yes,they don’t really follow their policies ,just refund on the spot,no questions asked !
Seller_bhSWqoVh7Pn98
You need to defend the A-Z Claim and give them this link: https://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=GV38326YW5JX9V9X
Inform a Health and Personal Care item, so not eligible for return, so you expect them to comply with Amazon policy and reject the A-Z Claim and CLOSE the claim so it does not impact on your metrics.
Amazon may pay the Buyer, but not count against you. Appeal if anything else.
Do not just refund an item, unless returned as new, otherwise that is why we all get these requests all the time, as Buyers know some Sellers are weak and just refund when they do not have to.
Seller_Gyxl3CWGjSd3N
We get this but rather than go through the hassle with customers but more importantly, Amazon we authorise the returns and put them through with our supplier as customer suffered a skin reaction for which we get a credit with them returning it to the manufacturer. Its not often it happens.
Seller_NoLYurmb006tq
If there is a faulty item then it can legally be returned so say if it was a white label product not tested then the buyer could return as there is nothing to confirm if it does or doesn’t but all H&B like that needs to be certified prior to selling online or in store so I would advise the customer of the testing carried out etc personally.
Seller_cedsnRIkO32W2
If the product doesn’t work then the buyer’s statutory rights kick in. You’ll need to demonstrate the product isn’t defective and works as described. Statute law trumps Amazon’s returns policy.
Section 9 and 10 of Consumer Rights Act 2015
Seller_aKoA57HISfDhJ
could the buyer not just claim it was used before they got it? there for they win ?
Seller_SeyZVopmpquHF
This is an easy one. Customers are only entitled to a refund once the item has been returned. Well she hasn’t returned it has she? She’s used some of it! What if she returned an empty tube would she be entitled to a refund? Of course not the fact that she only used half a tube or a little of a tube makes no difference she hasn’t returned it in full.
Seller_I3E6fQQqOFqlF
The OP said the customer wanted to return due to it not working, so that makes the return category different, as they are claiming that what they bought is not fulfilling whatever claims were made on the listing. As a buyer I’d be pretty annoyed if I bought something and it didn’t do what I was expecting. I’d work with the buyer and see what they thought they were getting and their expectations of it, you then have an angle to put your side of the story.
