Customer damages the item and opens a return request
So the customer placed the order and has used the product broke it and opens a return request as product faulty or damaged what shall I Do ?? Please help !!!
34 replies
Seller_sFEUMUfeW5484
When you get it back, assess the product and apply the appropriate refund. Adding images if needed to the return request.
Seller_eTOnmnWS9eBtV
Welcome to amazon, get used to it, Amazon never bills customer for damaged items, so you have to pay for it yourself.
If you want to do seller fulfilled you have more control over returns, but not with FBA.
Seller_xUKHc5xSYJmI4
It doesn’t really surprise me what goes on this platform. There are so many pitfalls for the seller to deal with. I am also surprised with all the data they collect they are not able to establish root cause.
Seller_eYOMu9p43oTxv
thanks everyone for your help tho much appreciated
Seller_DTufFoxJuMU0M
You can if the brakes failed and you drove into a tree…
It really depends on where it broke, what they were doing when it broke, I had a keyring fall off my keys the other day because the little ring snapped in two, I’ve only had it a couple of days, but I done nothing different with it than I did any other keyring on my keys, so did I break the ring or was it faulty?
For me I just put the keyring on a different ring, but for a charm it mightn’t be that easy.
You can’t just rule out a refund or a return because an item was used, yes they may have damaged it, they may have opened it too roughly, or dropped it and stood on it, or done any million things to it, but unfortunately you can’t prove that, the person making it may have also had the furnace too hot/cold (I honestly dunno how charms are made) or bent it too often, or mixed it wrong, or done any million things to weaken it to a point where it looked ok, but did not have the same strength.
For a £4.49 item if it was me I would just do a returnless refund, apologise to the customer and move on, as you say it will cost £3.30 to get it back to you, and then you would have to prove that it was customer neglect before you could deduct the £3.30 of it and you risk negative feedback.
Its up to you if its worth it.
Seller_xUKHc5xSYJmI4
If you have received a return which is materially different from what was send take a picture of the product and upload the image when you either offer a partial refund or none at all because the order has not been returned in accordance with the returns policy. If they use the prepaid returns label, deductions can be made for returns postage costs subject to actual reason for the return. Its a known fact most returns are not suitable for return because the product has been used, packaging has been thrown away or its been exchanged for older model.
In addition to the above I would recommend the product is packed well to avoid damage in transit which I know happens on the very rare occasions. I also know many couriers record damage at the local delivery office therefore its important this available when registering the claim.
Seller_lTwr1bgZtcSQi
I get this frequently as a motorcar book seller - customer buys a book, uses it for what they need, asks to return as ‘item damaged’ or ‘not what I expected’ … they even get an Amazon return label that I end up paying for … 9 times out of 10 Amazon go with the customer.
One time, a returned book had creases on the spine, folded pages and oily fingerprints … the suggestion was that this happened in transit during return - decision went with the customer for a full refund :-S
Unfortunately, there isn’t an awful lot of protection for small, independent businesses on Amazon.
S
Seller_4EP71c7vPg4eY
For a price of a pint of beer, I would refund, just think you bought a pint and spilled it
Seller_gukyYmORw0SA6
Its this type of behaviour from buyers that end up with government putting up our income tax, as us business sellers probably claim it back in the year end tax returns, as I do. So everyone pays for it in the end.
Amz could control this, but do they care? nahhh!!!
