Return of used cat food
Customer has requested a return of 10KG bag of dry cat food because she said her cats did not like it and one was sick. This has obviously been opened and used and we have never had complaints about it before and manufacturer has said it was nonsense.
How do you respond to this?
Seller_hC0hNVDuILaKO
You must accept the return request within 48 hours if it is within policy, however should the buyer actually return the food you simply assess it on receipt and refund accordingly, which will probably be nothing.
When you accept the return request advise the customer that it needs to be returned in an unopened condition.
Do not enter into dialogue about the taste or the cats being sick.
0 replies
Seller_qZO3ZCjoBXEeL
Is it within 30 days of the estimated delivery date?
Seller_hC0hNVDuILaKO
You must accept the return request within 48 hours if it is within policy, however should the buyer actually return the food you simply assess it on receipt and refund accordingly, which will probably be nothing.
When you accept the return request advise the customer that it needs to be returned in an unopened condition.
Do not enter into dialogue about the taste or the cats being sick.
Seller_hC0hNVDuILaKO
Any cat, as with any human, can take a dislike to certain foods, so your manufacturer is not correct in saying this.
Do not discuss the taste or cat being sick, with your buyer.
Seller_xUKHc5xSYJmI4
Food supplements are none returnable…
The right of cancellation does not apply to:
the delivery of products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
However the decision is yours.
Seller_vIpv9uvBH6CFY
My cat always pukes up those new “rubbery chunk” styles of canned food. It’s perfectly normal, some cats just have sensitive stomachs with certain foods and they’re over-enthusiastic pukers. Or maybe it had just eaten some grass.
I wouldn’t argue with them though, you know that Amazon will disregard any kind of logical conclusion and refund them anyway.
Seller_ejwc84JNL5Uk6
General view is that you have to accept all returns officially - but in this case you will have to state CLEARLY that the goods must be returned in an unused and new state as sent out, to qualify for a refund. As per Amazon policy.
Seller_xUKHc5xSYJmI4
I have two black stray cats who come eat. No one owns them. I discovered having purchased cat food in bulk from the wholesaler that both of the did not like fish assuming all cats like fish. I did not want to make a drama about it. I just took the fish cat food and gave it to the local charity and stuck to poultry.
Seller_idCSjD35wINVo
Ok Thanks All. Have responded to Return with response suggested by Adrian and Shrewsbury_Marine_S1 - Will see how it turns out. I had previously engaged with them in a message about the taste before they made return request. I asked them if they had followed all the instructions exactly as moving cats to a dry diet was recommended to be gradual.
