Customer claiming perfume is fake
Hello everyone.
I just got a return request from an order posted on Monday. Customer received the item at 10.48am today and has written to request a refund as follows:
Return reason: Performance or quality not adequate
Customer comments: This does not smell like product I ordered no smell at all after four hours most unsatisfactory have used obsession for years would like to return this this purchase please
I have sold over 50 of these and have never got a complaint.
I thought the order was dodgy as the buyer name reads as Cancel Subscription!
Any advice on how to treat will be very welcome
6 replies
Seller_hC0hNVDuILaKO
Is perfume on the list of items which cannot be returned once opened?
If not then you have to accept the return if within the 30 days, but as a change of mind you do not have to pay the return costs.
Be aware though that this sounds like a possible “inauthentic” claim in the making if you don’t refund in full, so make sure you have verifiable invoices to hand in case.
Seller_EJIX7rqDNQJi2
You are required to accept the return, regardless of the reason or buyer comments.
However, if the item arrives back in a materially different condition than sent, you will be able to deduct the cost of loss of value out of the refund.
Seller_Py4RS0a6sUVNq
Thank you @Adrian, @Kika and @White_Horse
I replied stating that a refund would be initiated once the item is received. The email sent:
Good morning,
Thank you for your email.
Quality control is very important to us. We take the quality and integrity of our stock very seriously and will request that you send the perfume back to us with the original packaging so we can query the batch details with our supplier.
Please return to:
Upon receipt, your refund will be processed.
Kind regards,
