Return requested before delivery attempted
We are a UK seller, sold an item via Amazon.DE yesterday.
Customer placed order at 12.35 on 14 February, we shipped it same day by Royal Mail Tracked service. Amazon quote delivery by 27 February. Royal Mail Tracking shows the shipment is well on its way
Customer has just requested a return saying it did not arrive on time. (facepalm emoji).
How best to respond, anyone?
Various scenarios are now possible, most of which end up badly for me.
9 replies
Seller_cJms0GbotqqtV
The customer probably thought they were
a) buying from Amazon
b) that the item was covered by their Prime subscription, so next day delivery would apply
The first step is presumably to explain to your customer why this is not the case; and ask them to withdraw the return request. There are other scenarios, eg that the buyer has had a change of mind, but doesn’t want to have to pay to return the item when it does arrive. But until you have explored the situation with your buyer, you won’t know.
Paul
Seller_hC0hNVDuILaKO
Authorize the return request.
It may be that they did not notice the fairly long delivery estimate and that it is now too late for what they intended, rather than meaning past the EDD.
As buyers can cancel for any reason you should accept the return request and then if you are hit with any return costs by the courier you can deduct those from the refund, since this is a change of mind.
Seller_BuNMsd0so0Amp
I’ve had multiple return requests for both .de and .es and do not have an in country address in either.
In some of these instances I supplied a non-paid label to an in country Cancer Charity and asked that they send me a Proof of Postage to that address at which time I’ll issue a full refund - all of course in German or Spanish, as required.
I never heard anything more in any of these cases.
Seller_3F7xJpKJWGF21
i don’t ship anything outside the uk myself,as i sell things as to get rid of them,i try my best to be as accurate as possible per listing.
i just don’t have the time to test all cds/dvd’s wich iv’e allready have listed on amazon
ive never once had any amzon A-to-z Guarantee returns requests since ive been selling on amazon
and thank god for that,as i don’t need any returns sent back to me.
as ive sold used mp3 players/phones myself,and all we working like they should be,i sometimes take pics and then uplaod them per listing.
all buyers should ask question,view listing pics before deciding to purchase anything per amazon seller,as we all pay fees as for whatever we sell,and buyers arnet aware of this at all.
