Why are Buyers contact me for returns
Many Buyers are not bothering opening returns and contacting me demanding to send the item back.. When I instruct them on how to open a return the Buyer just keeps messaging me over and over demanding to send the item back. Some buyers contact Amazon and Amazon CX send me a message a message to assist the buyer with his return.
Some buyers are past their 30 day return person.
other buyers refuse to open a return for some reason.
Some buyer have opened a return and still contact me.
It seems they want to get a return less refunds and are harassing in their messages. One guys excuse was that he lives 10 miles from the closes place to send the item back.
I know what to tell the customer I message them I can only issue a refund once I get the item back but they wont listen any idea whats going on? Anyone else having problem with buyers like this?
Why are Buyers contact me for returns
Many Buyers are not bothering opening returns and contacting me demanding to send the item back.. When I instruct them on how to open a return the Buyer just keeps messaging me over and over demanding to send the item back. Some buyers contact Amazon and Amazon CX send me a message a message to assist the buyer with his return.
Some buyers are past their 30 day return person.
other buyers refuse to open a return for some reason.
Some buyer have opened a return and still contact me.
It seems they want to get a return less refunds and are harassing in their messages. One guys excuse was that he lives 10 miles from the closes place to send the item back.
I know what to tell the customer I message them I can only issue a refund once I get the item back but they wont listen any idea whats going on? Anyone else having problem with buyers like this?
33 Antworten
Seller_4zBzdtgCyS9EI
Instruct them once on how to start a postage paid return and let them know they will receive a full refund once the product has been received. After that simply mark it "no response needed"
Seller_4zBzdtgCyS9EI
You will ALWAYS lose an A-Z if you ignore a message, unless, the message is repetitive and therefore "abusive" and you report it and mark it no response required.
Seller_2Gr1Sb6WPYx2g
I believe the AMZ bots have begun taking {some} action against habitual, or suspected fraudulent buyer behavior, on returns. As such, some of those folks you mention contacting you directly may be blocked from starting a return and asked to contact the seller directly.
Seller_tzb0Adb4whsRu
We had the same issue with a buyer. They bought an item in Feb. 2023, (FBA), demanded we refund or replace the item because they said, "Amazon isn't helping". They never went through the proper channel to start a return.
Buyer continued to message us over and over ruthlessly and harassing a saying we are ridiculous as a seller and we are horrible. So I issued a refund because at that point I didn't know how to handle this situation.
This buyer pulled the same crap in April, bought exact same item and again didn't go through the proper channel to start a return. Buyer once again demanding a refund or replacement. I replied 2 times directing them how to start a return as I did 2 months prior and buyer continued to message us with "mean" responses and demanding a refund or replacement and used multiple exclamation marks in every message.
I hit the "no response needed" and also reported the buyer since this is the 2nd time they've tried this. Now I know how to deal with these types of issues. :)
Buyers want to get free items AND a refund for no reason. Seller Support said they reached out to the buyer. I have not heard anything from this buyer (wish we could block for future) for a couple of weeks now.
Good luck! I hope the outcome is positive for you :)
Seller_9Uf78DYSZ2lcW
@Seller_2aBKWnR2FC9dK Do you have a "return address in the country of the marketplace you are having this problem in?" If you do not, then that is likely why you are running into problems.
Do you get "normal" returns or are all your returns going this way?
If it is past the 30 day return period, it may be that Amazon doesn't let them deal with it automatically through their system and therefor passes it off to you to decide if you want to handle the return and how.
If it is a return you will accept then attach a label in the email message if it is past the time where Amazon will automatically generate the return label.
Otherwise just keep responding with the policy and instructions.
Then if/when there is an A to Z you have to appeal and defend yourself with the policy and include the communications with the buyer. Always keep your end of everything very professional and non emotional.
Seller_nxBgvWLbjEIOW
Be certain to reply to the buyer within 24 hours of them writing you. If, after you have sent the buyer instructions on how to file for a return/refund, they continue to harrass you, click on the Report Message button and report the buyer as harrassing/threatening you. If the buyer sends any other messages, just ignore them. Do not reply.
If you are buying shipping through Amazon and shipping on time, you should win any A to Z that is filed.
Seller_nkPFReoKBFXOL
I've noticed that too, I keep directing them to follow the Amazon returns process. I am not sure what is prompting messages to come to us as the seller though, when we can't even deny returns or approve them.
Seller_NzEmZKTEdcpPZ
Let Amazon deal with this. In fact, when I ran into similar issues and asked Amazon SS for an advice on how to handle that, they gave me a template to use.
"We are happy to answer any product questions that you may have. Your question is related specifically to Amazon processes, and is best handled by Amazon Customer Support.
You can find the links for Amazon Customer Support at http://www.amazon.com/gp/help/customer/display.html/?nodeId=508510."
That's it. If the customer writes again, then reply with the same reply. It's not your problem that the customer wants to go around the rules or doesn't understand (or does not want to follow) Amazon's return procedures. Let Amazon deal with them.
Seller_r9wMm8LrE5iKj
A) This is wrong, and now what buyers should be doing.
B) Amazon has made contacting support, even from the buyer side, a tricky proposition. You have to figure out how to launch, and then get around, the chatbot. (A2Z's are a different story, which is a recipe for disaster)
These two items are mutually contradictory. Amazon is trying to save money by underpaying support AND keeping buyers from using that support. This ultimately falls into 3PS laps, which is fine by Amazon: that support is free to them.
Just another way this platform hyperventilates (sucks and blows a lot).
Seller_SJRMV3s4mNrFA
They are probably serial returners and don't want to appear on Amazon's radar any more.
