Customer recieved damaged item requesting replacement

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Seller_ivx50LE4MKeD0

Customer recieved damaged item requesting replacement

Hi there,

I have a customer that is returning an item and is requesting a replacement item. Has anyone experienced replacing the item before receiving the damaged item back? Mind you its expedited.

768 views
21 replies
Tags:Return shipment
20
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21 replies
user profile
Seller_OvL8C4BJWiuS9

Did the buyer place the request through Amazon?

21
user profile
Seller_XjolGGpui9INo

On the replacement item, make sure you purchase the freight through Amazon and ship the item out on time.

22
user profile
Seller_p4gCIIKryUImi

I do not replace any orders. I refund upon return of the damaged and ask that they place another order if they wish the item again. Replacements cannot be tracked through Amazon therefore you are not covered if the buyer states they never received the replacement and files another claim.

227
user profile
Seller_x3VE92Rrl7jUm

From the ones we have had, if they request a replacement thru Amazon, the return will be marked as such. Once the return label is scanned by the shipper, Amazon will issue an order for the replacement shipment.

*If* you send a replacement on your own, make sure of your customer. Way too easy for the customer to scam you for a freebie.

90
user profile
Seller_z1JDNz6de1lqc

Seems like this weeks trend is claiming item was damaged and wanting a replacement because we rarely see that and this week multiples all on items that are regular sellers shipped in heavy duty boxes. We never send replacement we let customer return for refund especially when you smell BS. Majority of time they are expecting a second item and keep original item we then up our prices if any in stock to cover this issue of possible loss. This is an Amazon only issue.

70
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Seller_xlf3vF516IRli

I only do return for refund and then place a new order. It's a little more of a pain for the customer, but if they really want the item they will return the "damaged" item. I have one open return right now where the customer placed a new order immediately and will be sending back the original. (not damaged, they just wanted a different size).

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user profile
Seller_52pUzzgnsLDGs

Never replace before receiving the original. If the damage was due to the shipper I always try to get photos of the packaging so a claim can be filed. Examine carefully before you make any decisions about refunding or replacing. Personally I would never replace. Only refund and have them re purchase. My experience is 95% (or more) I never hear from them again as it was just an attempted scam.

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user profile
Seller_hMIK0M9OsKb5U

You do not have to issue a replacement until the item is returned. If you do not want the return make sure you ask them to keep it or throw it away otherwise, amazon will charge you for the return.

I always let them return the item first. Most of the time they don't bother and I never hear back, most likely because the "damage" is not really damage to anyone but Karen. I sell nothing that could be easily damaged in the mail. Many of the buyers asking for this or anything through email without just making a return and choosing replacement are just trying to scam you. Many of those are not able to make free returns due to past behavior.

40
user profile
Jameson_Amazon

Hi @Seller_ivx50LE4MKeD0!

Thanks for the thread here. I see you have already received some great advice and insights from other Sellers in the replies here - so happy to see this!

If you haven't done so already, I'd also recommend checking out these help pages about returns:

  1. Prepaid returns for seller-fulfilled orders
  2. Replacements for seller-fulfilled returns

I hope this is helpful! Please let me know if you have any additional questions.

Jameson

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