Customer requesting repalcement/refund for damaged item after 30 days
A customer has asked me to refund her for a marked and damaged Jaws Lunchbox 7 and a half weeks after she recieved and signed for the order.
I tried to respond to her via email through Amazon but her email does not work and I get an automated Amazon response advising her email adress is not operating…
I tried to call Amazon seller support but I could not get a resolution reply to my query.I had great difficulty in hearing her accent
I think the buyer may be trying it on however can she still instigate an A-Z guartantee this late or leave negative feedback/?
What are my seller rights here as really worried…
Thanks
1 reply
Seller_rGtEcZnu0JTRD
Sounds like she has unsolicited messages active, so messages do not get delivered. If this is the case, you can insert "Important" into the subject line, and this will deliver the message, this is only allowed for critical events, but you can justify in the instance I believe.
Your best option would be to ask her to open a return request with Amazon, then when the item is returned you can decide on next action, if the item is customer damaged then you can do a partial refund - even if as low as 0.05, you have to do something.
Of course this all depends on the value of the item, and if it is worth the hassle, the other option would be to ask for a photo of the damage to see what you are dealing with.
