Returned order arrived opened
Hi,
Small seller question here.
Customer returned an item that was returned with damaged packaging and upon opening the outer packaging, the item itself had its protective film removed and is therefor unsalable. I’m sure I don’t need to issue a refund (and out of principle don’t want to) but am worried about negative feedback and if the customer would provide negative feedback, amazon seems to be on the side of the customer and not wanting to remove the feedback. What to do?
Thanks in advance for taking the time to respond…
9 replies
Seller_EJIX7rqDNQJi2
Whenever you receive your item back in a materially different condition than sent, you should refund the buyer after deducting the cost of loss of value out of the refund.
In case you are unwilling to refund anything, you can message the buyer and ask them to provide you a pre-paid return label if they would like to get their item back.
However, you are risking losing a potential A-Z claim and a negative feedback might be left as well.
Seller_hC0hNVDuILaKO
Was the return requested within the first 30 days?
Is the item something where hygiene is a concern, or software where the seal being broken means the item should not be returned?
Otherwise you have to accept the return for change of mind and simply deduct any loss in value, due to customer treatment of the item, from the refund.
Seller_A80TZU8tGysNu
Hi,
Thanks for your responses. I’ve managed to get in touch with amazon and they have assured me that I don’t need to refund the item and if they were to provide negative feedback it would be dismissed and removed providing I have evidence providing the item is indeed unsale-able (which I have).
Thanks for your help!
