Damaged Returns
Hi all,
I’ve tried searching the forum, but as with many things here the Search facility doesn’t work very well and throws me back to posts that are two or three years old!
We have endured a long dance with a customer regarding a product that we authorised the return of as the customer originally stated it was an unauthorised order. Over time we have found out from the customer that it was not an unauthorised order at all but an unwanted order and the customer eventually told us that he also seems to have lost all of the branded packaging and relevant product paperwork.
The dance then went into over-overtime as the customer began to continuously pester us to try and find out how much of a refund he would receive. We obviously replied that any due refund would be subject to the condition of the returning product and that the lack of branded packaging/paperwork would also be taken into account.
The product has just arrived nearly three weeks later and it is taaaa-daaa damaged beyond repair and also minus the original packaging and paperwork.
As far as I’m concerned we do not now owe (out of goodwill or obligation) a penny on this return, but any advice of how to handle this would be much appreciated.
This guy is not going to take this lying down no matter what we do and so I can see yet another kicking to our metrics on the horizon 
Many thanks in advance guys
Lee…back in the trenches for yet another battle!
130 replies
Seller_DROodOAYHftnc
Are you sure the one he has returned is the one you sent to him ? - could it be his old broken one and he has kept your new one ?
Seller_xUKHc5xSYJmI4
Just inform the buyer his return is not in accordance with Amazon returns policy and therefore we are unable to accept the return. Attach a photograph of how you received the goods to your message to the customer. If the customer raises an A-Z claim all the evidence is there.
Seller_EJIX7rqDNQJi2
Unfortunately, according to Amazon, you need to refund the buyer minus the cost of loss of value, which is a result of difference in condition caused by his handling of the item during the time he had it in his posession.
While there are no clear policy pages regarding partial refunds on the Amazon EU site, the main Amazon US site states that the maximum allowable amount which you can withold is 50%. This is enforced across all marketplaces. If you decide to refund less, you will most likely lose any potential A-Z claim.
It’s up to you. You can refuse to refund at all and risk it or refund minus 50%.
Also, in case that Amazon refunds the buyer through an A-Z claim, you could take the matter to the Small Claims Court.
Seller_DROodOAYHftnc
So, if it was an unwanted order, and as you say, looks unused, how has the damage occurred ?
If it was not damaged in transit, then presumably it was damaged whilst in his possession and therefore, I would say, his responsibility.
Seller_aM6EyM3iNnXkL
I think i will contact the customer and explain how both scenarios would likely play out and then offer a refund amount (less than 50%) and ask him to confirm his agreement to the amount (if he will) and so in this way he could not then take it to an A-Z or if he still did regardless of agreeing a refund amount I assume that his agreement of the stated refund would void any A-Z?! (but would still give our metrics a kicking 
)
Seller_gXhWKJ06yF3yd
i had a similar one recently. i sold a used pc watercooling radiator. he returned another item the same that was damaged, had no security markings that we place on all orders and i refused the refund due to this. he opened up a-z. i won but amazon decided to refund from their funds, no affect on me. i said you’re crazy and helping fraudsters. they didn;t care one bit! v
in your case, i wouldn’t refund at all. let the a-z happen and no doubt amazon will refund without affecting you. there a-z claims teams a general shambles.
Seller_7xa4giJ3wJ3FU
Hi, there are simple rules for items returned because the Buyer no longer wants it, has bought the wrong thing etc. etc.
‘A deduction can be made if the value of the goods has been reduced as a result of you (The Buyer) handling the goods more than was necessary.
The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.’
Sadly have yet to find an Amazon Buyer who understands this. We always make deductions if the item is not returned exactly as they received it.
Seller_eQHVZA2mxkNR6
Look for a damaged one on ebay or the likes. Offer him the same cost as a refund or offer to send it back to him at his cost, jobs a good un, that’s as Trading Standards advise to damaged goods.
Seller_oGFKRixtdkjxL
Most of us have had this at some stage - we used to lose A-Zs we now more often win - although it’s a lot effort.
Pic to SS before and A-Z is raised, you;ll then be told to register the issue with Seller Performance, whuch is basically repeating the same information. Tell the buyer they have a duty of care either offer the part refund or a return/disposal.
Kika will not agree with this, but when we defend we send images with the A-Z defence and an action/date timeline inc the fact images prior to the case being opened were supplied to SP. We also advise the customer what an A-Z means and that it’s logged against their account/that excessive or baseless claims may lead to buyer account reviews as cases are intended as a last resort dispute resolution. If they are a try-it-on merchant they may get the message.
Seller_qHzcAWcsPVCfg
I’m not at all 100% positive about this but I believe the only possible issue not addressed in this thread so far, is the possibility of an Auto Refund from Amazon should the buyer complain/open a claim as item is returned but not refunded.
From past threads we see buyers refunded immediately when a Return has not generated a refund and this “automation” needs to be avoided at all costs. It is the Auto stuff on Amazon which causes most of the problems and irritation and in this case a ‘tiny’ partial refund may stop the full 100% auto refund.
I’d take steps to refund £5.00 as a “Spares or Repair” valuation.
Anyone else see things this way?
