Customer return received poorly packaged and has been opened
Hi All
A customer ordered a Lego set from me on 27th December. It was delivered on 30th December then they opened a return on 28th January advising it was a duplicate gift (no longer needed).
It has arrived back today (3rd Feb) but instead of it being packing in cardboard as sent, it was sent back wrapped in a black bin bag so all the corners are bashed and damaged.
On closed inspection I have found that all the Lego security seals (3 on each side) have been lifted and re-applied as you can see the residue on the box where they originally were and some box print has lifted from the box and stuck to the seals in places. Inside the box there is another smaller box and the security tabs have been lifted and re-applied on that too.
These items were supplied packed 2 in a box from Lego and were inspected by me prior to dispatch and were not like that when dispatched.
I would prefer to post the item back to the buyer and not issue a refund as I am unable to sell this as a new item. I have opened the item and all the bags are sealed and complete however I would not be happy selling this in this condition to another Amazon customer.
Am I looking for some advise on how to handle this. The item was sold for £150 so wasnt cheap.
Thank you
David
13 replies
Seller_qZO3ZCjoBXEeL
You cannot refuse to accept the return but you can make a deduction for loss of value as the goods have been mistreated. Work out what an open-box set would sell for on eBay and refund less the relevant deduction. Take photos of the damage to defend the reduction in refund.
Seller_xUKHc5xSYJmI4
If the product has been used then the product has not been returned in accordance with Amazon own returns policy. The seller has option to offer partial refund by uploading photographs and giving reasons why the deductions are made.
Rejecting the whole return will be difficult because I have read many horror stories on the forum where an A-Z claim has been granted.
Seller_xUKHc5xSYJmI4
In addition to the last can I ask the reason for the return?
below is the actual wording. However I am aware there has been extended returns period during the festive period.
Seller_I3E6fQQqOFqlF
I had a used item returned to me and I offered to return the item for free. The customer opened an AtoZ after a week or so. The seller was refunded but by Amazon not us.
Seller_bhSWqoVh7Pn98
I am surprised this is not regularly happening, as I think nearly all our returned items have been opened and checked. Then, you resell as ‘used - as new’ if all complete and put in comments, complete, but box been opened etc.
Amz insist you refund an amount, no matter what, you can deduct up to 99% though now. But if over 50% deducted, then there has to be something seriously wrong, such as a damaged item.
You just have to take photos (2 pages maximum, so put several photos on 1 page if needs be). Not too many photos, just to show NOT as new, how it was returned, etc.
I put text next to each photo, so anyone can read the issue easily.
List issues, and show the % deducted (on Amz it shows when refunding partially what condition the item is in, packaging, if anything missing, etc).
I usually email the Buyer and inform them, so they are aware of the refund amount, and some rather have the item back instead. Note all refunds to be done in 2 days, so if no response from the Buyer, issue the partial refund to maybe avoid A-Z Claim.
If as new, and complete, except for box seals removed, marks on the box etc. I’d say a 20% deduction.
If items not sealed and was just checked, so new bag on the item maybe, then nothing really can be deducted, as Buyers are allowed to check the item, and return it.
Bad feedback and A-Z Claim can still be issued of course
