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Customer refuses to return item but wants a refund
One customer wants a full refund as she says the product doesn't work but she refuses to send it back or send photos, she wants her money straightaway. I fear that if she starts an A-Z she will win even if she refuses to return the item which should be the procedure and the supplier would like to see what the problem is. Now she is getting quite aggressive.
I am so fed up with these people, I had one earlier this week that after I authorised a refund she contacted me again after a day saying that she had been waiting for ages ( 22 hours) for her money that I had to give it to her by end of play or else. Or else what? It was £3.49 what was she going to do? Go to the police? Beat me up? Send me to bed without dinner?
40 replies
Seller_ZVAz3d5lZuGid
I would be tempted to explain to them Amazon's refund on first scan policy, and say that there can be no refund until the item is returned, as per Amazon's policy.
Seller_IQo80d99W2DzP
Provide a pre-paid Royal Mail label if Amazon do not provide one.
If she has not requeted a return, tell her that is the procedure, and that you must comply to Amazon terms, as must she. Also, as she has wrtten to you, provide your Co name and returns address. This really should be standard procedure, that all Sellers should know.
You cannot make a Buyer do photos, but you can make them return as received. You may offer to take photos to save a return, etc, and many then do that as I have done previously.
Once received back she will be refunded (as long as the same condition as supplied, even if defective), tell her, and if she uses Amazon's postage returns system, often refunded when taken to the Post Office.
If SFP, then tell her go to Amazon CS as they action.
PS - we normally also provide Buyers this link to back up Amazon policy: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161010
Seller_Fg2fqaWOnEtha
I have never asked her to provide photos or anything, just to return the item always apologising for the inconvenience etc. But genuine customers tend to attach photos of the defect when they first contact and it's what I do myself as a customer in these cases
I know that she will say that she has thrown away the item next, as it has happened a few times before. Imagine doing that in a shop: "the cardigan i bought last week was defective" " Can you show us?" "No, I threw it away but I want my money back".
Anyway based on my input ChatGPT has produced a super professional reply.
Seller_Fg2fqaWOnEtha
Customer hasn't replied so far, hopefully she won't come back. I had reasons to be suspicious as it was premium incense and customer claimed it had no scent whatsoever. The incense is in a posh box well wrapped, the scent is so strong that can be smelt even if it's inside the box, bubble wrapping and a mailing bag. I have sold others from the exact same batch recently and had no problems. Maybe customer has COVID but she has the chance to return the item.
Seller_tRuvBEHDedp4q
As others have said stand your ground. If you have explained Amazon policy and sent links etc then any further correspondence I would simply say ' We have already explained the procedure for returning a defective item. Please return and a refund will follow.'
I had a similar experience after selling a clock. Person said it was delivered with broken glass clock face. I asked for pictures and I would refund straight away - they had no camera. I asked did they not have a mobile phone with a camera - no they did not. I asked if they had a friend who could take a picture for them - no they did not know anyone. I said they then had to return item - they were disabled and could not get to post office. I said I could provide a pre-paid label and they only had to put parcel in any postbox - no they had now thrown the item straight in bin cus they were afraid of cutting themselves on the broken glass. I insisted that without proof of the broken glass or the item being returned then I would not be refunding - they threatened court action. I said go ahead and that was the last I heard from them.
Sometimes it is obvious when someone is just trying it on.
Seller_KxMou8NAmVSEq
use chatgpt. describe issue in 30 words, copy and paste customer's email and make it write an answer for 400 words.
that does the job for me. calms down the crazy plus it takes the burden off my shoulder. and i never have to wonder whether i was not polite enough.
Seller_sGRkHNs38DMKN
Unfortunately we have seen an increase in these 'aggressive', demanding my money returns. When we asked to see proof of the products condition, they have simply 'screenshotted' a review that contains a picture.
We are also aware of ebay'ers abusing the Amazon return process. We made some test buys from eBay listings selling our own branded product, to my own address... 2 days later, an Amazon package arrives... 2 days after that, a refund request appears on an order showing my address!
Despite reporting the situation, nothing happens.
Does anyone have a link that specifically states that Amazon manage the returns process on behalf of sellers?
Seller_Fg2fqaWOnEtha
Today I had a similar situation but on eBay. I wrote this to have the feedback removed, again it was obvious that buyer didn't want to return anything just wanted a freebie. I am waiting for eBay's decision. Customer said I had sent them the wrong scent but for that product I only stock one scent.
"Buyer wrote to me on 11th April saying that I had sent them the wrong product implying that if I didn't sort it out they would leave a negative comment. I replied that it was very unlikely that I sent them the wrong product but I would send them a pre-paid label to return it and I would refund them. The buyer never replied but left me a very negative comment that will affect my sales. I believe this is unfair as I have tried to solve the issue but I was ignored by the buyer. I think that offering a return at my expenses was a satisfactory response."
Seller_CJAn9FclIoBJn
Keep it simple, just write -
If you would like to return your item please follow the return procedure on your dashboard. Your return will automatically be authorised and you can return your item for a refund.
Kind regards
And then resend on that basis with slight changes in wording - if they open an A-Z they will have to send supporting evidence of whatever it is they are not happy about. Some never bother - do not refund until the A-Z team tell you the case is closed and this will not affect your metrics - usually due to no repsonse from the buyer. You can win A-Zs in this situation. Do not engage in conversation etc. Keep it factual but always reply (as SS support do) even if not what the recipient wants to hear.
If you sell enough, the numbers of these do not matter as a percentage of your total sales.
Its hard to not take it personally though I feel your pain.
Problem with Amazon is its based on everyone being reasonable and normal - that applies to sellers and buyers. It is the only way they can build a system, they have assume we are all playing fair.
But you could get someone buying a polo mint and trying to send it back as 'not as described' etc because it should be ok to fit on their car as wheel - just because its round. In their head it was a wheel for a car even though you sold it as a mint. It just happened to be circular so they thought it would work for that. So its 'not useful for the intended purpose'
lol
Seller_nRhZxElkqUPAM
I would just say the refund will be processed when the goods arrive back as per the policy. I would not be baited on any other responses.
The Gvt needs to step in though and make some new distance selling rules to stop these people from bare faced lying. Its the likes of Martin Lewis that have emboldened them with the word "faulty" to somehow cover misuse.
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