Customer Damaged Item, what can i do?
Hi,
We have accepted an item back from a customer who ordered the wrong seat cover for her vehicle (which she has admitted to). We collected the item for the customer free of charge.
Now that we have received it back the seat covers are tore and have paint splattered over them. They have been ruined and are no longer fit for purpose, what is the best course of action to take?
All advice welcome.
20 replies
Seller_f5cnodyVjLD4S
You are within your rights to withhold part of the refund if the goods are returned in a condition other than how it was sent (allowing for inspection)
You may still receive bad feedback or incur an A-Z if Seller fulfilled.
However with an A-Z it is likely to be funded by Amazon if you can document proof of the return condition and your reason for giving only a partial refund.
Seller_64jziShTiTjOq
which probably means you’ve been given the old ones instead of the ones you sold. How would they get paint on them if the customer was just trying to fit them when they arrived?
Seller_nYaljPdWm6rZj
We have spoke to amazon seller support who has advised us to deny return request explaining why we will not refund the buyer. If then the buyer opens an A-Z Claim we must appeal with the photographic evidence that wen took when the item was returned to us.
Thanks for the advice.
Seller_nYaljPdWm6rZj
Yes, the customer sent the covers back after messaging her. At this stage we did not accept or deny the return request. Now that we have seen the state of the covers SS advised us to deny return request (is this wrong). Customer has now opened an A-Z which in currently in review.
Seller_xUKHc5xSYJmI4
This is what is says about damaged unsaleable returns
Damaged returns
If the returned product is damaged, then the seller must establish whether this is carrier damage (e.g. damage to packaging, transportation induced damage) or customer damage (e.g. damage to internal parts).
-
Carrier damage : Any such damage must be reported to the carrier and reimbursement claimed directly from the carrier.
-
Customer damage : For customer-damaged returns, the seller can deduct up to a maximum of 50% of the product price from the refund to the customer. If the refund is provided to the customer by Amazon Customer Service, then sellers may contact Amazon Seller Support for a possible reimbursement. Sellers may be asked to provide evidence (photo or video) of the customer damage to Amazon. For more details, see Seller reimbursements for Seller Fulfilled Prime.
Sellers must not, under any circumstances, contact the customer on issues related to damage to the product. Depending on the situation described above, they may claim reimbursement from Amazon or the carrier.
Seller_S3aHFfAjpTNul
Tell the customer you will not be refunding them anything, and tell them why - be polite but firm. Tell Amazon exactly the same. If it goes to A-Z and it goes against you, appeal and appeal again. Customers like this are not customers at all - they are fraudsters.
Customer Damaged Item, what can i do?
Hi,
We have accepted an item back from a customer who ordered the wrong seat cover for her vehicle (which she has admitted to). We collected the item for the customer free of charge.
Now that we have received it back the seat covers are tore and have paint splattered over them. They have been ruined and are no longer fit for purpose, what is the best course of action to take?
All advice welcome.
Customer Damaged Item, what can i do?
Hi,
We have accepted an item back from a customer who ordered the wrong seat cover for her vehicle (which she has admitted to). We collected the item for the customer free of charge.
Now that we have received it back the seat covers are tore and have paint splattered over them. They have been ruined and are no longer fit for purpose, what is the best course of action to take?
All advice welcome.
20 replies
20 replies
Seller_f5cnodyVjLD4S
You are within your rights to withhold part of the refund if the goods are returned in a condition other than how it was sent (allowing for inspection)
You may still receive bad feedback or incur an A-Z if Seller fulfilled.
However with an A-Z it is likely to be funded by Amazon if you can document proof of the return condition and your reason for giving only a partial refund.
Seller_64jziShTiTjOq
which probably means you’ve been given the old ones instead of the ones you sold. How would they get paint on them if the customer was just trying to fit them when they arrived?
Seller_nYaljPdWm6rZj
We have spoke to amazon seller support who has advised us to deny return request explaining why we will not refund the buyer. If then the buyer opens an A-Z Claim we must appeal with the photographic evidence that wen took when the item was returned to us.
Thanks for the advice.
Seller_nYaljPdWm6rZj
Yes, the customer sent the covers back after messaging her. At this stage we did not accept or deny the return request. Now that we have seen the state of the covers SS advised us to deny return request (is this wrong). Customer has now opened an A-Z which in currently in review.
Seller_xUKHc5xSYJmI4
This is what is says about damaged unsaleable returns
Damaged returns
If the returned product is damaged, then the seller must establish whether this is carrier damage (e.g. damage to packaging, transportation induced damage) or customer damage (e.g. damage to internal parts).
-
Carrier damage : Any such damage must be reported to the carrier and reimbursement claimed directly from the carrier.
-
Customer damage : For customer-damaged returns, the seller can deduct up to a maximum of 50% of the product price from the refund to the customer. If the refund is provided to the customer by Amazon Customer Service, then sellers may contact Amazon Seller Support for a possible reimbursement. Sellers may be asked to provide evidence (photo or video) of the customer damage to Amazon. For more details, see Seller reimbursements for Seller Fulfilled Prime.
Sellers must not, under any circumstances, contact the customer on issues related to damage to the product. Depending on the situation described above, they may claim reimbursement from Amazon or the carrier.
Seller_S3aHFfAjpTNul
Tell the customer you will not be refunding them anything, and tell them why - be polite but firm. Tell Amazon exactly the same. If it goes to A-Z and it goes against you, appeal and appeal again. Customers like this are not customers at all - they are fraudsters.
Seller_f5cnodyVjLD4S
You are within your rights to withhold part of the refund if the goods are returned in a condition other than how it was sent (allowing for inspection)
You may still receive bad feedback or incur an A-Z if Seller fulfilled.
However with an A-Z it is likely to be funded by Amazon if you can document proof of the return condition and your reason for giving only a partial refund.
Seller_f5cnodyVjLD4S
You are within your rights to withhold part of the refund if the goods are returned in a condition other than how it was sent (allowing for inspection)
You may still receive bad feedback or incur an A-Z if Seller fulfilled.
However with an A-Z it is likely to be funded by Amazon if you can document proof of the return condition and your reason for giving only a partial refund.
Seller_64jziShTiTjOq
which probably means you’ve been given the old ones instead of the ones you sold. How would they get paint on them if the customer was just trying to fit them when they arrived?
Seller_64jziShTiTjOq
which probably means you’ve been given the old ones instead of the ones you sold. How would they get paint on them if the customer was just trying to fit them when they arrived?
Seller_nYaljPdWm6rZj
We have spoke to amazon seller support who has advised us to deny return request explaining why we will not refund the buyer. If then the buyer opens an A-Z Claim we must appeal with the photographic evidence that wen took when the item was returned to us.
Thanks for the advice.
Seller_nYaljPdWm6rZj
We have spoke to amazon seller support who has advised us to deny return request explaining why we will not refund the buyer. If then the buyer opens an A-Z Claim we must appeal with the photographic evidence that wen took when the item was returned to us.
Thanks for the advice.
Seller_nYaljPdWm6rZj
Yes, the customer sent the covers back after messaging her. At this stage we did not accept or deny the return request. Now that we have seen the state of the covers SS advised us to deny return request (is this wrong). Customer has now opened an A-Z which in currently in review.
Seller_nYaljPdWm6rZj
Yes, the customer sent the covers back after messaging her. At this stage we did not accept or deny the return request. Now that we have seen the state of the covers SS advised us to deny return request (is this wrong). Customer has now opened an A-Z which in currently in review.
Seller_xUKHc5xSYJmI4
This is what is says about damaged unsaleable returns
Damaged returns
If the returned product is damaged, then the seller must establish whether this is carrier damage (e.g. damage to packaging, transportation induced damage) or customer damage (e.g. damage to internal parts).
-
Carrier damage : Any such damage must be reported to the carrier and reimbursement claimed directly from the carrier.
-
Customer damage : For customer-damaged returns, the seller can deduct up to a maximum of 50% of the product price from the refund to the customer. If the refund is provided to the customer by Amazon Customer Service, then sellers may contact Amazon Seller Support for a possible reimbursement. Sellers may be asked to provide evidence (photo or video) of the customer damage to Amazon. For more details, see Seller reimbursements for Seller Fulfilled Prime.
Sellers must not, under any circumstances, contact the customer on issues related to damage to the product. Depending on the situation described above, they may claim reimbursement from Amazon or the carrier.
Seller_xUKHc5xSYJmI4
This is what is says about damaged unsaleable returns
Damaged returns
If the returned product is damaged, then the seller must establish whether this is carrier damage (e.g. damage to packaging, transportation induced damage) or customer damage (e.g. damage to internal parts).
-
Carrier damage : Any such damage must be reported to the carrier and reimbursement claimed directly from the carrier.
-
Customer damage : For customer-damaged returns, the seller can deduct up to a maximum of 50% of the product price from the refund to the customer. If the refund is provided to the customer by Amazon Customer Service, then sellers may contact Amazon Seller Support for a possible reimbursement. Sellers may be asked to provide evidence (photo or video) of the customer damage to Amazon. For more details, see Seller reimbursements for Seller Fulfilled Prime.
Sellers must not, under any circumstances, contact the customer on issues related to damage to the product. Depending on the situation described above, they may claim reimbursement from Amazon or the carrier.
Seller_S3aHFfAjpTNul
Tell the customer you will not be refunding them anything, and tell them why - be polite but firm. Tell Amazon exactly the same. If it goes to A-Z and it goes against you, appeal and appeal again. Customers like this are not customers at all - they are fraudsters.
Seller_S3aHFfAjpTNul
Tell the customer you will not be refunding them anything, and tell them why - be polite but firm. Tell Amazon exactly the same. If it goes to A-Z and it goes against you, appeal and appeal again. Customers like this are not customers at all - they are fraudsters.
