wrong item sent customer claims, no option to charge return shipping
Customer has returned item saying the wrong item was sent. Package has now been returned to us and it was the correct ordered item. Because the customer has selected a seller faulted return reason, there is no option to charge return shipping when issuing the refund. The item is also in original condition so I don't wan to charge a restocking fee. Should I submit the full refund and open a SAFE T claim for the shipping amount?
wrong item sent customer claims, no option to charge return shipping
Customer has returned item saying the wrong item was sent. Package has now been returned to us and it was the correct ordered item. Because the customer has selected a seller faulted return reason, there is no option to charge return shipping when issuing the refund. The item is also in original condition so I don't wan to charge a restocking fee. Should I submit the full refund and open a SAFE T claim for the shipping amount?
2 Antworten
Seller_DdmPiA1p1S2Wu
If you submit a refund, you won't be able to file a SAFE-T claim. Your only options are as follows.
1. Don't refund and wait for Amazon to refund after 48 hours. It may take longer, sometimes much longer I hear. Once Amazon does the refund, then you can file the SAFE-T claim. This is risky, though, because the buyer may get tired of waiting for the refund and file an A-Z Claim which they will win and will count against your metrics, and then you won't be able to file the SAFE-T claim since you can't file one once an A-Z Claim has been opened.
2. Use a flat file upload to refund the appropriate amount. The issue here is that again if they buyer is upset that they didn't get a full refund, they can file an A-Z claim which you will lose and your metrics will take a hit.
3. Just take the loss and refund the buyer in full.
If you have enough order flow, you can afford the risk of a potential A-Z Claim more than if you don't have a lot of orders. You want to make sure you stay well under the 1% total ODR.
Seller_kIukTwdhvntAp
As @Seller_DdmPiA1p1S2Wu notes. wait for Amazon to close the return.
For future reference since this will NOT be the last return (unless you quit selling on here a couple months ago) here are things to do/know -- It's a template I use so ignore parts that have been answered already (if any).
Did you file a Safe-T claim? More importantly, did you include LOTS of pictures?
They have different templates for their forms so, depending on which one you see, their requirements vary on the form. NO consistency on Amazon forms anyplace!
The Safe-T form itself asks for attachments of:
1. The return package with the return label -- so they can see that it is the correct return that you are addressing.
2. The CONTENTS of the return so they can see if there are issues of broken, incomplete, missing parts, etc.
3. Any other supporting items.
I take multiple pix of the package and label -- front, back, and more if it's a box.
I take pictures of the returned item ON the return packing slip. I may take three or four of the item if it has been opened, damaged, parts missing, etc.
I take a screen grab of their COMMENTS when they show they lied about the real reason for the return OR if the return is a 'buyer faulted' return and THEY are responsible for BOTH the shipping costs.
I include anything that can help with an appeal at all.
If you don't do any/all of the above you will have very little chance of succeeding in a claim.
Treat Amazon like a three year old -- short sentences, small words and bullet points . You will be dealing with people who have SOME English but it is most likely NOT their primary language.
Be sure to get a picture of the item showing what it is WITH the packing slip or order form confirming the correct item was sent!
That should be enough to show the 'buyer' lied. IF you charged outbound shipping they are then liable for BOTH that and the return cost!
