Replacement Returns - is refund essential?
After selling a product, the customer wants to swap it with a different item. (This could be because the customer wants to swap the product or even if the product is faulty and wants a replacement)
To issue a replacement - do I always have to refund the customer and ask them to place a new order on? This seems time consuming where having an option to send a replacement for free would be idea.
Any one else having this trouble, or am I missing something?
Cheers.
6 replies
Seller_BnqfOH5ahn4zV
Refund shipment once returned + Ask customer to reorder.
This will cover you against any possible future claims.
Seller_KKcTTZzy6Jd6Q
If the customer has opened a return request then you can accept it, send a replacement and never HAVE to issue a refund, if the customer complains that they didn’t receive a refund Amazon will usually look into it and force one through but 99% of customers won’t complain. Amazon only covers you 100% if you do the refund and re-buy process but just sending the replacement is soooo much more convenient for the customers.
On the return request there’s also an option to reject the return with the reason “replacement sent without return” (for when you want to replace a damaged item/etc. without getting the original back).
Ultimately there’s nothing to force you to refund instead of replacing but make sure the customer is completely happy with this.
