Issuing a partial refund adjustment - query re: Voice of the Customer?
I have a customer that has ordered a customised product, which has been made correctly, as per the customer’s specifications when ordering, absolutely no error made on my part whatsoever. They have asked me if they could return it for a full refund.
Due to the product having zero re-sale value, I do not accept returns for customised orders, however, the customer has been very persistent with messaging me, and in the last message asked for a partial refund, if I wouldn’t accept a return.
I then decided enough was enough (let’s end this now) and offered a goodwill gesture refund of £5.00. I went to process it and noticed that the 3 options available to select, looks like any of them will end up on my ‘Voice of the customer’ as a defect!?
I assume this is correct? The only one I can really select is ‘Item not as described / expected’.
0 replies
Seller_DTufFoxJuMU0M
last time I issued a refund and wanted to do it without hanging myself in the process (it was a GOGW refund because I felt the customer had overpaid) I scrolled down a bit, don’t issue a refund for a product, look for this box
put the refund in there, and you can issue a refund without selecting a reason that is incorrectly incriminating
Seller_ANpkhFl1uuWCA
Yeah, I noticed that the original order amount was initially still displaying.
However, by changing the unit from 1 to 0, then removes the order value completely and only displays whatever you enter in the ‘Additional refunds’ section.
Much appreciated, hopefully, this pacifies the customer and I can just move on without further issues. My metrics can take the hit, I’d just rather keep them clean if I can do so.
Seller_ANpkhFl1uuWCA
In my situation, the customer has simply just changed their mind and no longer likes it, yet they choose the style, colour and sizing for the product. I think I’m being more than reasonable, when I shouldn’t have to refund a penny.
I think it doesn’t help when customer’s think “Oh it’s Amazon, I can just return it anyway!”
I’ve also been getting direct messages from the customer and then messages in between from Amazon customer services!
