Customer wont open Return Request to return item?
What happens if a customer want’s to return an item but wont open a return request?
I have emailed the customer saying we are happy to accept returns and refund. I have asked twice for them to open a return request and they have not.
The customer says they want the item collecting but for some reason wont open a return request.
Any thoughts?
Thanks
D…
17 replies
Seller_dhMmbIxRykEUL
I think you have to be quite firm and say all returns need to be authorized through Amazons Return Request process in order for RMA’s to be generated and postage labels sent, simply say there is no alternative. In the mean time notify Amazon through contact and get clarification on what there policy would be if no return request made and customer takes to next level.
I think you just need to be firm.
Neil
Seller_t9axAefQD4v9m
Out of interest, why don’t you just action the request from the customer’s email if you are happy to accept the return?
Seller_x3BT9arv4ODzZ
We get this a lot, and just simply action the return from the customers email, as long as all your communications go through Amazon messages then the case history will be there is they decide to go A-Z route. We have had a few recently like this that put in an A-Z after, and we have managed to win them all having provided the returns information as stated above.
Seller_qZO3ZCjoBXEeL
Just tell them to send it back to you. When it gets back, refund the order. Am I over thinking it?
Seller_2BrPSydGy6oyq
I suspect the buyer is reluctant to open a return request and they view once opened, they will have to return themselves before a refund would be issued, as they want it collected perhaps view better for you to arrange the return yourself?
If it’s a large item and return reason is faulty (your fault) then they don’t want to be out of pocket on return postage until refunded, or risk not getting the return postage refunded?
If it’s a change of mind return, then they will not avoid paying the return postage if collected as you can deduct this from the final refund as per Amazon refund policy.
A crystal ball can be useful sometimes to read buyers minds, but whatever the buyers motive, or concern, why not just agree to collect if you are happy to do so and bypass Amazon’s return process, it’s what sellers used to do before the returns process was developed?
Seller_EJIX7rqDNQJi2
The buyer isn’t required to open a return request through Amazon. His message is a return request. All you need to do is provide him your return shipping address.
Seller_FH6Vi53UzM0Oz
Contacted seller performance and seller support yesterday regarding customers reluctance to raise a return request.
Had a response saying ‘do not refund until buyer as raised a return request and goods are returned to you’.
D…
Seller_FH6Vi53UzM0Oz
I have been selling online for longer than I care to remember BUT when something or someone makes me raise an eyebrow or does something not quite right in relation to something I have supplied, then I report it.
I have opened hundreds of cases against buyers over the years because of suspicious behaviour on multiple selling platforms. Some may be innocent and some may not be.
I take approx 5-10 return requests a month and don’t even ‘bat an eyelid’, just authorise and refund on return.
I do apologise for being over cautious and vigilant, it must be the number of reports on this forum of underhand activities by a small number of buyers that is getting to me 
