Customer cannot open return request
Hi there; we’re having problems with a customer who wants to return an item. They’re unhappy with the product they received (it has arrived with cosmetic damage), so we asked them to request a return- we’ll refund or replace when they’ve sent the item back to us (as per any return request).
We’ve never had a problem with this before (we’ve had two other returns auto-granted this week thanks to change of mind so fairly certain it isn’t a problem with our account)- but this customer is adamant that they can’t open a return because we’re a third-party seller and not ‘actually Amazon’.
We’ve tried walking them through the returns process, tried getting them to get in touch with Amazon- they’re just not having any success. They’re being very pushy and seem to say that whenever they deal with ‘real Amazon’ they have no problems.
Is it possible that they could actually be running into some sort of issue which is preventing them requesting the return? Does anyone have any advice?
Seller_77IcbQKVGdZo0
Don’t you just love customers, you said it was plastic food containers…what a reason for it to be returned as if it stops how the product works!
I would just tell the customer to return it to you if they can’t open a return request. Make it clear you will refund any postage they pay (agree on what postage method they can use first) if the item is indeed damaged/faulty.
You may lose a bit of protection on returns here though.
Alternatively you can also tell them to contact Amazon Customer Services to see if they can open the return on their behalf
11 replies
Seller_qZO3ZCjoBXEeL
Any idea what stage they are getting to? Are they definitely a customer - have they found the order on their orders page etc.?
Seller_LT9XmZJAyB7yb
They’re definitely a customer- but we’re struggling to make head or tail of where they’re actually getting to because they do seem to know what they should be doing.
They sent a screenshot of their order with a little pop up saying the item was ineligible for returns- and from then on have just kept saying that we have to do it for them since we’re a third-party seller and that it’s our responsibility, not Amazon’s. We’ve explained multiple times that they should still be able to request a return and then we’ll authorise the request as soon as it comes through but that we can’t actually create a return request for them from our end.
It’s equally frustrating for both of us, but I can just see it ending in an A-Z
Seller_ZQyopdiwkUHOZ
Have they sent photos of the cosmetic damage?
Seller_sFEUMUfeW5484
Just give them your return address, and a label if they want one.
