Customer asking for Refund without Returning the item
Hi,
Could you help me deal with this situation please?Around lunchtime today I was contacted by Amazon Customer Service on the behalf of one of my customer today that she received a damaged item. I sent an immediate reply that I was happy to provide a replacement or full refund. However, I kindly asked her to submit a Return Request as to comply with Amazon’s policy so I could further the return process for her.
Didn’t hear back from her so I was unsure whether the customer received my message or not. Thus, I opened a case with SS. She kindly passed my previous message to CS so that CS would pass it to the customer.
I just got a message from CS on her behalf again that she received the item that was totally damaged. However, she was unable to return the item as she was going for holidays for two weeks. Thus, I was required to provide refund in advance.
What should I do? To my feelings this doesn’t sound genuine. Your helps would be much appreciated.
14 replies
Seller_ejwc84JNL5Uk6
I would respond by asking her again to open a return request which once you authorise it would stay open until she returns from holiday and can return the item to you. You would then refund according to Amazon policy which requires return of goods before refund. Tell Amazon your response so they record it.
I would guarantee that if you refund before goods are returned then they never will be returned to you.
Seller_9XWqPGRXeAg4Q
If you believe its genuine, then you should change your packaging to something more secure.
Seller_d5xGVic0qWqw7
seriously becoming a big joke now. clearly pulling a fast one. Wanting a refund without return. i would also ask her to send a picture of the item via amazon to see the damage. We will hold on to having the item back until back from holidays.
please forward the image for checking the damaged as it was checked carefully before sending.
Seller_qHzcAWcsPVCfg
CS get it wrong again. That advice is completely contrary to Amazon Policy.
Await return THEN refund on receipt - if all ok with it.
Seller_KrwTibXsmpQm5
I really think that you need to be asking for some photographic proof of what the damage is.
Seller_lt0vdQSvuVUco
It still comes down to one thing.
If the buyer claims the item is damaged and seller insists item is returned before a refund is given, a buyer simply has to open an A-Z and it’s all over.
CS’s advice to not refund until you’ve received the item back is pretty much pointless, as a buyer can easily sidestep the process by going straight to claim.
Until something is put in place where the seller controls release of the funds covered by an A-Z claim once they receive the item back (and onus is on the buyer to prove they have returned the goods if disputed) before an refund is issued, then anything else is academic.
Seller_lrhDCK8AOhYVC
You could ask for photo/video evidence, that way you can decide whether its worth paying for the return, might be cheaper that way, sometimes i ask for a pic and then provide a replacement. as its not worth me paying the return as well if it is damaged and unusable
Seller_6sxtIS0RbZ5k7
Is the item something she might be wanting to use on her holiday? Definitely ask for a pic of the damage before she goes so she can’t use it then damage it on her return.
Seller_v6lZpD66qvvmY
\we had this issue last week ended up opening a a-z and won!
