Partial refunds?
I have a customer ordered a motorcycle helmet (£220) that they have used for a month. They filed a return as it did not fit, it has come back filthy with stickers stuck all over it, waterspots on the paint, mould on the inside, scratches on the paint, no box, helmet bag, tags, instructions etc
Amazon say I can do a partial refund but the customer can then file an AtoZ?
Am I on a hiding to nothing if I do a partial refund?
WWYD?
0 replies
Seller_esvgLzKXw2YAl
Yes, they can still open an A-Z. That’s pretty much always the case.
However, for an item of that value, I would most definitely only do a partial refund.
Make sure you take photo’s to upload, when doing the refund.
And the refund itself, needs to be a realistic refund, reflecting the real value.
Seller_pM5wtT47V6qLR
Ah, I’ll just refund them, I never win AtoZ cases no matter what incontrovertible evidence I give them, can’t risk another AtoZ
Cheers
Seller_NoMNQDGnEW5Bx
I would stick with the partial refund and pictures otherwise you could find they keep doing it, if that’s what you sell they’ll just order another helmet, use it for a month and return again.
Obviously if the one a to z will leave your account at risk that’s a different issue
Seller_xUKHc5xSYJmI4
Hi
According to the returns policy the customer can only return products which are unused and in its original packaging ( i.e fit for resale). If the order is not fit for resale then the order has diminished in value.
The seller has the option to offer a partial refund up to the contract price
As in your case you have received returned motorcycle helmet and is not in compliance with the returns policy. i.e used, with stickers on It, scratched etc. Also the helmet is not fit for resale and diminished in value, therefore I would not offer any refund.
Should the customer raise an A-Z claim then all the information available for the A-Z teams to investigate.
A polite message to the customer saying something like…
Sorry we were unable to process your returns request because the order has not been returned in accordance with the returns policy. Attach photographs how you received the order. etc etc
