Buyer wants to return item after 3 months
I’ve received a message from Amazon saying that the customer has contacted them directly
Reason for contact: Damaged, Defective or Incorrect Item
Details: The item has arrived, but it was defective. Please research the issue and contact the customer.
please arrange refund on return for cx as soon as possible
IMHO Nobody orders a £3.79 nail polish then waits 3 months before deciding there’s something wrong with it
What does “return for cx” mean?
In the meantime I’ve messaged the buyer (using the encrypted email encased with [IMPORTANT] as the subject) stating my returns policy is 30 days
I suspect she’s probably used it now wants a free return
87 replies
Seller_8Wsckn3UoR095
Cx is customer, so customer wants to return. I’d message the customer to find out what’s wrong with it to establish the reason for their return, i’d ask for photos & then see where you go from there.
A-Z is 90 days after purchase so if cx went there then you’d most likely have it granted in their favour.
Sale of Goods Act says ‘If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from.’ Returning Faulty Goods (whatconsumer.co.uk)
Seller_77IcbQKVGdZo0
It is possible they have got orders mixed up…I see this happen an awful lot on Amazon and hardly ever on other platforms.
Is it also possible they have only just opened the item after 3 months and found there to be a problem?
It is also possible this is down to the cost of living crisis. I am starting to see more customers trying to get a free refund in the last few weeks. Sadly this is likely to get worse in the coming weeks.
I would think though that you can deny the return as it is out of policy. In the unlikely event it goes to an A-Z your metrics will not be impacted as A-Z metrics are based on order date and not claim date.
Seller_3yhYGU61cigbH
£3.79. I understand the principal of it being out of policy etc but I’d just refund them and move on. It’s not worth the hassle of going through fighting A-Z’s etc.
Seller_KjHQOlTKYaPEw
just received this reply
_
Product was leaking that time and now all got evaporated
_
who takes receipt of a leaking item then waits 3 months to report it?
I’ve asked for photos but no doubt she’ll say she’s binned it
I’m stuck between a rock and a hard place really “give in” and refund her
or
stick to my principles get (another!) A-Z and she’ll be refunded anyway with me getting (another!) defect into the bargain
Seller_KjHQOlTKYaPEw
Now the buyer has sent me a photo of the nail polish
It is a Purple polish, and there is a small speck of Pink polish on the lid/cap
It’s quite obvious that a speck of a different colour of polish from a different bottle has been dotted onto the lid.
The contents look full, it’s a clear glass bottle containing bright purple varnish
It is not evaporated!
Without accusing her I’ve explained what it looks like, I’ve noted that the bottle looks full, however, as she’s not satisfied with the transaction I’ll refund her on receipt of the item.
I’ve asked her to open a returns case in order to proceed
Just as I’ve hit send she;s come back right away asking
“so I’ll not get my refund?”
I smell a huge big fat rat
Seller_KjHQOlTKYaPEw
how long does a buyer have to leave feedback?
is it 90days?
Seller_KjHQOlTKYaPEw
the polish is still useable it is not defective
Seller_irGn21XduBfpF
Think that`s bad, a customer wanted to return something last week that they ordered 3 years ago!
Seller_KjHQOlTKYaPEw
it’s been 3 hours since my last message to this buyer and she has not yet responded
dare I think I’ve heard the last from her?
previously she’d been hitting reply to me as fast as I was hitting send!
Amazon stated in your original message that you wanted to return a defective item.
I will accept the item and refund you when I get it back
All items but be logged, so please start the return and I will process it
Seller_xUKHc5xSYJmI4
Hi Carolyns_Cosmetics
It appears rather odd someone would complain about nail polish which evaporated 90 days before contacting the seller I have to admit. Normally you would inspect the item within a day or two and let the seller know if there are any problems if any.
Of course if you leave the lid open the nail polish will dry out. Sounds like a familiar story when a customer ordered a felt tip pen left the lid off and said it dried out after 59 days.
I am also aware Amazon have recently changed the returns policy as from the 31 of August 2022.
You have the option to accept the return and deduct the return postage from the refund because the order has not been returned in accordance with the returns policy. I would be also concerned £3.75 the cost of a prepaid label when the retail cost is £3.79 whether its worth it?.
Also noted the returns policy does say 30 days returns and not 90 days and there will you be going outside the policy?
Personally I don’t think it’s a faulty goods on this occasion unless the nail polish was had dried out few before dispatch.
