How to deal with customer who sent back used item instead of new

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Seller_NA1NBmFCkOB2j

How to deal with customer who sent back used item instead of new

Hi,

I was wondering if someone could advise me how to deal with a customer who returned used item instead of a brand new I have sent her.

I have sold makeup item (eye shadow palette) to a customer on amazon.de, after couple of weeks buyer opened returns request with reason no longer needed. I have authorised return clearly stating that it can only be returned if it’s brand new and unused.
I have received it back now and after inspection I can clearly see it has been used, so I can no longer resell it and I might as well just toss it in the bin. It has zero value to me now.

What steps I should take next? I have contacted buyer twice now and finally received a message back, but due to the language barrier the message doesn’t make sense.

Thanks in advance.

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Seller_FqalN2Equ13mj

You can try to use seller support through the help link in seller central, however searching for “customer sent item back used” probably will not show anything as in Amazon’s eyes, a customer would never do that.

If you have already disposed of the packaging the customer used to return the item, then you have already lost!!

For some reason, if you get a reply, they will ask you for an image of the packaging.

I bet your already thinking, i have tracking, that should be enough!! Wrong

We had two last year, where the customer returned old items instead of the New one’s we sent them, and as the return labels were purchased via Amazon and tracking shown in the Return details in Amazon, showing delivered to us, they wanted image proof of the packaging!!

You do have to weigh up the time it will take against the value of the order, however as i own my business, i see it as someone personally trying to “Mug” me off, so i will take the time regardless of cost.

Good Luck

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