Return request for 'Performance or quality not adequate' - correct procedure?
Hi, just checking I am following the correct procedure.
Buyer has just requested return for ‘Performance or quality not adequate’. I have approved return request and asked for more details from buyer as to what problem is.
I have told buyer return costs would be refunded if product found to be faulty.
Not sure if this is a ‘didn’t read listing properly and bought something thinking it was something else’ or whether the heading should only be used when product is actually faulty.
Anything else I should be doing?
7 replies
Seller_EJIX7rqDNQJi2
You handled the return 100% correctly.
Firstly authorised, then messaged the buyer to ask for more details. And you will inspect the merchandise once it’s returned to determine who is responsible for the shipping expenses.
Seller_nvoqdXSzDHB4o
It will probably depend on the actual products and prices, but we tend to ask what the problem is first before authorising the return. Because we often dont want the product back
So I would send a message along the lines of
“Sorry if there is a problem and rest assured we will work to correct it… Can you explain what the problem is, ideally with a photo, so that we can then determine the best course of action, which may not require a return at all”
Seller_t9axAefQD4v9m
I always assume that this means “it is not as good as I thought it was going to be” so I class it as a change of mind return.
