Customer returned me an old used product and amazon refunded the customer.
I received a refund email from a customer who said the product had arrived with parts missing. I found it strange because I buy products direct from the distributor with closed boxes. It took more than twenty days and amazon made the refund to the customer, I opened a case saying that I had not received the product, but on the same day the product arrived for me, in the case amazon said that the product had been sent and denied me the refund of the amount. But the product inside the box was an old used one of the same brand. I took pictures from several angles and it was clear that it was not a new product, but a used one. I was not successful because I had made a request for a product that I had not received, and I would have had to open a product case sent out of the original conditions. There was no flexibility on the part of amazon. and the very smart customer kept the new product and returned the broken used one.
I am realizing that many people today are looking for loopholes within the return policy to not pay for the products, sometimes they complain that the box arrived crumpled, they keep the refund but do not return the product. As we can prove that the box arrived in perfect condition, it opens up a gap to rely on the customer's honesty, and we are living in days where more and more people are becoming dishonest, asking for everyone's signature would be an option, but that increases the cost of shipping by more than 20% I believe that amazon has to review the return and refund policy because at amazon sellers we absorb the loss. I would be very pleased if amazon reads this observation of mine. I believe that many people are giving up selling on amazon because of these problems. I get discouraged when I see injustice like that of the customer lying and getting the product for free.
Customer returned me an old used product and amazon refunded the customer.
I received a refund email from a customer who said the product had arrived with parts missing. I found it strange because I buy products direct from the distributor with closed boxes. It took more than twenty days and amazon made the refund to the customer, I opened a case saying that I had not received the product, but on the same day the product arrived for me, in the case amazon said that the product had been sent and denied me the refund of the amount. But the product inside the box was an old used one of the same brand. I took pictures from several angles and it was clear that it was not a new product, but a used one. I was not successful because I had made a request for a product that I had not received, and I would have had to open a product case sent out of the original conditions. There was no flexibility on the part of amazon. and the very smart customer kept the new product and returned the broken used one.
I am realizing that many people today are looking for loopholes within the return policy to not pay for the products, sometimes they complain that the box arrived crumpled, they keep the refund but do not return the product. As we can prove that the box arrived in perfect condition, it opens up a gap to rely on the customer's honesty, and we are living in days where more and more people are becoming dishonest, asking for everyone's signature would be an option, but that increases the cost of shipping by more than 20% I believe that amazon has to review the return and refund policy because at amazon sellers we absorb the loss. I would be very pleased if amazon reads this observation of mine. I believe that many people are giving up selling on amazon because of these problems. I get discouraged when I see injustice like that of the customer lying and getting the product for free.
2 Antworten
Seller_kIukTwdhvntAp
Did you file a Safe-T claim? More importantly, did you include LOTS of pictures?
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 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.
KJ_Amazon
Hello @Seller_nvd6s0jPAFyzf
@Seller_kIukTwdhvntAp gave you some great information about filing a SAFE-T Claim and some best practices for getting a good result.
If you haven't filed a SAFE-T Claim before, you can learn about them in Seller Help:
Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network
SAFE-T claims allow sellers using Prepaid Return Labels in the Merchant Fulfilled Network to appeal Amazon's decision to issue a refund to a customer.
You may be eligible for reimbursement if:
- Amazon determines that the customer abused Amazon's return or refund policy.
- An item is returned to you in unsellable condition and Amazon determines you were not at fault. You can find some examples of return reasons and faulted parties here.
- A materially different item is returned to you and Amazon determines you were not at fault.
- The customer did not return the product, evident by lack of "Return Merchandise Authorization (RMA)" or a carrier’s "first scan" in a return tracking.
Check back if you need more advice on filing a claim.
