Returned USED ITEM - FBM
Hello,
A customer returned an FBM item and it has been used and missing parts. They have marked it as ‘not as described’
Do I have to process a full refund or I can reject the return request?
Seller_7VbclcPFFRTnc
Unfortunately you gave them an opportunity to argue it
As stated above, if you had refunded 20% with photographic evidence you should have been covered for a-z claim
17 replies
Seller_esvgLzKXw2YAl
You can make an appropriate discount when doing the refund, to reflect the resale cost. But the customer will still have the option to open an A-Z, to claim the difference back.
I’d suggest that you upload photo’s at the time of the refund.
However, if it’s a low cost item, it probably isn’t worth the hassle.
Seller_Nci7G1KO8VX7N
Thanks guys. I have emailed the customer saying I will refund 20% only.
Seller_B4VbHpnDLDLAU
has it this week, on a £40, we think they have used it for a trip and decided to retun thinking its all automatic. done a partial refund uploaded images [with text explianing] no come back yet.
We had it a while ago where customer put an A-Z luckily Amazon funded the differance
Seller_B4VbHpnDLDLAU
I wil also add in, when money gets tight [especially with the current news] we see a spike in both use then return items but also people claiming missing and also items that are just about to run out of warrenty.
the last few weeks has seen all of the above on a larger scale on all out sites.
Seller_Nci7G1KO8VX7N
The customer came back saying they didn’t use it and returned it as soon as the item was received but that’s a lie.It was returned a week after delivery.
They said they will contact Amazon. I got scared and refunded in full because my A-to-z Guarantee claims is 0.82% already because of an existing order I refunded a day late.
Do you think a partial refund is ok in these situations and if the customer contacts Amazon, they will deal with it and it will not affect my account?
Seller_YpGZNzOJC6Bme
Make sure you report the buyer as well! As these fraudsters are doing it to us all! The more we report them the more Amazon will spot them and get rid of them!
Seller_bhSWqoVh7Pn98
Too late now, but refund the amount you want, with the % reduction. Do not hold up a refund, upload photos (up to 2 photos, but you can photoshop several images on 1 page, with text below a photo to say what you want Amazon to note).
Then, message the Buyer and tell them what yuou have done and why, politely!
Up to 99% can be deducted, so a 1% refund.
A-Z Claims, if you deduct 50% or less, you tend to win an A-Z Claim, more than 50% has to be justified, eg totally destroyed item, etc.
