Customer will not return
I have a customer who has requested a return as he says I have sent out the wrong item. Firtstly that is nonsense we haol sold hundreds of them and they have allbeen the right thing. He has ordered the wrong item. Problem is he will not communicate and tell me when he is sendingh it back and the case has been on my dashboeard now for over two months and because of that I have an account closure warning! How do I deal with this? I will gladly give a refund but I want the item back. I have to say I don't understand all this A-Z claims business and I don't particularly want to eithet I just wish to sell and if there is an issue I will resolve it
5 replies
Seller_zDUw7ekrB6OEy
Did you authorise the return request? You need to do this regardless of the reason for return. Once it is authorised there should be no defect to your account if they don't return it.
Have they opened an A-Z? If you didn't authorise the return Amazon will automatically refund them and you would be unlikely to win an appeal.
You really do need to understand A-Z claims and procedures if you are going to sell on Amazon.
Sarah_Amzn
Hello @Seller_H3nbeseYNRn9j,
I'm Sarah with Amazon.
Can you please share the order ID so I can take a look?
Kind regards,
Sarah.
Seller_ZJhFeE3tNKzfh
an open return request will not be a cause for account closure.
I’ve explained before how returns work and it’s hard to advise in this case without specifics unfortunately.
- Was this a return request that generated a prepaid return label? If so have you checked the return to see if the tracking of the label shows any movement?
- If a prepaid label wasn’t supplied then what actually happened? Did you supply a label?
As above while it would be nice if we could all ‘just sell’ returns and a-zs (has an a-z actually been opened?) are part and parcel of Amazon. You either understand them, or you limit your selling to other platforms.
