Customer claimed parts missing for a return

Countries

Read only
Australia
Belgium
Brazil
Canada
Egypt
France
Germany
India
Italy
Japan
Mexico
Netherlands
Poland
Saudi Arabia
Singapore
Spain
Sweden
Turkey
United Arab Emirates
United Kingdom
United States
United Kingdom
imgSign in
user profile
Seller_i0acGSGNmpTlB

Customer claimed parts missing for a return

Hello,

I wonder if anyone is able to help with a situation we have and a fraudulent return. We’ve dealt a similar situation once before outside of amazon (Ebay) but not on the amazon marketplace. We fulfil our own shipping with royal mail and are an amazon pro seller.

We were contacted by a customer saying a part was missing from the product box. The product box comes as a kit with various parts in. These are all checked before being sent and most of the individual parts are factory sealed. The buyer had refused to send any photos of the items that had arrived and we tried to explain the items that were sent and after a few messages had confirmed the part he was referring to was actually there. He still refused to accept this despite the item being there.

When we asked again for a photo he claimed it had all been thrown away so was unable to take any photos …

A few days later we get at 2am a return requested with “Parts or accessories are missing”. I’ve sent a message to the buyer asking again for a photo of all items they had received. Additionally said that “All parts will need to be returned un-opened, undamaged and in original packaging.”.

Im guessing we have to accept the return under “Parts or accessories are missing” and review things when they arrive back with us ? I’ve seen that we should be able to claim a 50% restocking fee if they are damaged and maybe the shipping costs ?

Also just for clarity, due to this being a “Parts or accessories are missing” I presume amazon is going to make us cover the cost of the item being returned ? This item/buyer is in Spain (Were UK based) so not the cheapest thing to cover. Normally if this was any normal return it would not be an issue but this is unfortunately not the case.

Royal mail also im not sure has a way to easily generate return labels on our account. Previously the buyer pays for return costs. Is there a downside to using the unpaid labels (If this is an option)?

Any advice would be appreciated!

48 views
16 replies
Tags:Missing, Returns
00
Reply
16 replies
user profile
Seller_64jziShTiTjOq

Yes but UK/EU law does not allow re-stocking fees - that’s a US term. However, you can deduct up to 100% for loss of value if the item is no longer re-sellable at full price (damaged or incomplete etc). Not sure about the payment or reimbursement of return costs but you may be liable to pay them, upfront by means of a paid label or a return address in Spain. Other sellers will be able to advise on that, if they read your request. However, a Royal Mail paid label wouldn’t work for sending the item back from Spain - the Spanish postal service wouldn’t accept it

30
user profile
Seller_z6B2L9xab6HlP

If it was a change of mind return for a product bought on the ES marketplace you’d have to supply a Spanish address for the return of the item, or pay for the postage back to the UK.

10
user profile
Seller_i0acGSGNmpTlB

This was on the ES market place but shipped from the UK. When authorising the return it shows our UK address and the item was shipped with international shipping etc.

By default it had the option for an unpaid label which I had selected. Royal mail doesnt actually have a way to do international returns as far as im aware. So it would mean buying some other pre-paid postage solution. In the last 2 years this is the second return we’ve ever had.

I could look at finding a shipping solution for any one off needed non-uk returns in the future ?

00
Follow this discussion to be notified of new activity