Change of mind return - but returned back badly damaged
Buyer opened a change of mind return stating item was too big
I accept return advising to ensure it is packaged very carefully upon return as it is a delicate glass item, so needs to be packaged well,
It’s arrived back today within a couple of days of opening request, using parcel force 24 and it’s arrived back smashed to pieces, totally unsellable and needs to be thrown away, the amount I need to refund buyer is £69 s not a small amount.
Anyone know the procedure with Amazon in cases like this ? where do I stand with having to refund? a-z if I don’t?
any any experience of this sort of thing please?
0 replies
Seller_8sSEgo21O5BfW
You will be told you need to account for such losses in your business plan.
Seller_7VbclcPFFRTnc
Trouble is, you don’t know if it was damaged by the customer or by the courier
Seller_sFEUMUfeW5484
Yes, I always refund 50% and tell the buyer why. Sometimes it ends up with a claim, mostly not. Very rare it happens at all. I would say less than 5 times a year at most.
Seller_bhSWqoVh7Pn98
It is a situation of ‘Heads I win’ and ‘Tails you lose’
No matter what you do, you lose, if you give the Buyer 50% though, Amazon tend to allow that (send photos to Buyer of how the item was received back). However, the Buyer is likely to give you bad feedback, and an A-Z Claim (still counts against you).
Otherwise, contact the customer and give ‘ideal photos’ for the courier, and suggest the Buyer claims from the courier and see what happens (assuming the Buyer arranged the parcel label). Sometimes they pay up, show all the packaging that was used, etc (don’t show glass sections if possible).
Glass though often is not covered by any transit cover, so check first, if no cover, then no point in a claim, so go down the route of not well packaged, then decide to take the risk or not. A-Z Claims in a few % will be paid by Amazon and not count against you, especially if who knows was the item damaged before sending back to you (if that was the case, much more likely to win A-Z Claim). If in transit and the BUYER arranged, again make them claim and get told if rejected, etc.
The trouble is Amazon just refund anything that they receive back, so Buyers don’t care how well they pack returns
Seller_dq2LkyNJsyJbm
Normally you could claim from the Delivery Company if an item was damaged in transit, but in this case glass items will be on the exempt list, so you can not do anything.
What I used to do when I sold some liquid cleaning products, was factor in when pricing, that about 1 in 10 might get damaged in transit.
Seller_tHi6zf8gbftSd
Take photos of the damaged return with dates etc on the photos as evidence.
Return the item to the customer explaining the state it was returned in. If they say it arrived damaged, then question why the request to return the item was under a different option and not arrived damaged.
It is the customers responsibility to return the item in the condition it was received.
Let them go through the hassle of claiming from Amazon or the courier for this.
Seller_gXhWKJ06yF3yd
can’t the person claim on their insured parcelforce delivery, its £100 insurance usually as new. i’d say it was damaged in the post and they need to claim. i’d also say i cannot refund as it is not in the condition it was sent in.
Seller_gXhWKJ06yF3yd
yes, i forgot that bit. the rest would still be the same, no refund.
Seller_xUKHc5xSYJmI4
The sellers returns policy should cover issues like this.
In order to receive a refund the order needs to be returned in a re-saleable condition in its original packaging and unused.
If the order has been damaged in transit then the buyer could claim from the courier using the P58 claim form which can be picked up at any post office.
Its quite clear from the information provided the order has completely diminished in value and therefore the seller is not obliged to offer a refund however the business decision is yours.
