Items used and damaged by customer, returned for refund
How do I stand in Amazon. Buyer purchased a pair of boots in November and 35 days later open a returned saying the boots where faulty. We said return them, but on receipt we noticed on both boots the zip had got caught in the zip flap, which we easily sorted.
We advised buyer item was not faulty, told them what the problem was and told returning the boots.
We get a reply stating they don’t want the boots back they want a refund and opened an A-Z case.
We stated our case, but without examination of our case, Amazon sent us an email telling us to refund within 3 days.
Why, should we refund a used item, damaged by the buyer and we can send back to the customer in perfect condition?
We emailed he A-Z team who have not replied but we can see they have emailed the buyer, so we have to ask why? what is happening now? Do we hang onto the boots or send them?
We feel like we are in limbo through no fault of our own.
Any help appreciated
23 replies
Seller_mBENc0rmDmw5W
Amazon has extended return time for Christmas season purchases, so your buyer is within that window anyway even without the “faulty” issue. They have returned the boots for a refund. Whatever you may feel, the A-Z has been opened so your metrics have already taken a hit. Amazon will refund from your funds anyway if you don’t.
You should refund and keep the boots - maybe sell them on eBay, seeing that they are " in perfect condition?"
Seller_saK5Ah2SaNYjL
You are selling online. Buyers can return clothing and footwear for free without giving a reason.
The reason is irrelevant. You have to refund regardless. Including return postage.
This is why I don’t sell footwear or clothing…
Seller_2BrPSydGy6oyq
Irrespective of the free, returns, or Christmas extended returns policy, the buyer returned stating ‘faulty’ if not faulty, then should be treated as a change of mind return, in which case should be returned in the same condition as sent, if used then they can’t be in the same condition as sent?
As Amazon have told you to refund, little point arguing, best option would be to issue a partial refund reflecting their used condition, may still end in a dispute, but if you don’t refund anything, Amazon will, from your funds.
Seller_OD408ZNiEUfUp
Thanks but I don’t understand, how a buyer can use an item for over a month and then send back for a refund, whilst knowing they have damaged the boots themselves?
I fail to understand why the buyer is not obligated to return items in a new condition.
In theory, I could buy boots every 28 days use them to death, and then get a new pair over and over and never have to buy another pair ever. this cannot be right can it?
Seller_OD408ZNiEUfUp
When I say perfect, I mean the issue the buyer said was wrong with them, works.
The buyer jammed up the zip themselves. We freed it.
The boots themselves are muddy, came back wet, and marked, but that is from 6 weeks of use.
So not resaleable in anyway.
But they are as they should be for the buyer, i.e in the condition they put them in and with a working zip.
If Amazon refunds this, I am going to get a free pair of boots every month for life, as buyers learn and act. I am also a buyer.
Seller_2MDS66zdjPMUU
We sell clothing. We had a few customers that treated our accessories as a lending bank, wearing items for a special event then sending them back. Some were in a dreadful condition and on one occasion a high ticket item was sent back in a used supermarket vegetable bag.
Aftrr that we drafted some return guidance that we send everytime we authorise a return. It covers three main areas. Firstly to remind the customer that they are responsible for returning the item safely to ensure it reaches us in the condition they received it. Secondlt to emphasise that we cannot always refund items that have been worn, damaged or excessively handled. Finally we emphasise they can use a carrier of their choice to return the item but any return postage concession will be at standard RM postage rates.
We have significantly fewer problems on damaged goods,and postage. The fact that we have asked buyers to respect these basic responsibilities has helped us when the odd customer tries to launch an AZ .
Seller_tA6LDnoadbRLf
does anyone know if shoe wholesalers have to pay return costs for faulty shoes by law or can they have their own policies?
Seller_lrXWHnUmM9MO0
amazon will never be on your side . , just allow refund and forget it , best way
Seller_oGFKRixtdkjxL
If the buyer has jammed the zip then it’s buyer damage, in the world outside of Amazon you’d return the boots to the buyer stating you’d repaired the customer damage as a goodwill gesture and waived the dispatch cost.
In Amazon’s universe you have to provide a refund within 3 days, so you’ll have to swallow the hit and provide a refund - if you decide to provide a part refund reflecting the depreciation the buyer has caused to the goods that’s up to you, you know the level of depreciation. Once you provide the refund the case should close.
In your circumstance we’d also send pics of the state of the boots to both buyer and Seller Performance - showing the ‘fixed’ customer defect and general condition of the used goods. This will support any depreciation deducted from the order price. You may end up with a negative comment if you don’t refund the original purchase price though.
If the damage seems deliberate to faciliate a refund, then also ask SS to contact Buyer Performance and request a buyer account review, in case there’s a pattern of similar returns.
