Book returned, in bad condition, inappropriate packaging. Cust. scanned?


#1

Received a book back today after a return request was authorized.
The book is an expensive loose-leaf textbook. I shipped it carefully in secure packaging. Return was requested because “accidental order.”
I got it back today in a large box, no padding. Obviously damaged. The book had clearly been taken apart; my guess is that it was scanned before being shipped back. Why was the book not simply re-packaged in its original envelope? Whatever the intention was, it’s in bad condition now. I’m not a high volume seller, so don’t know what to do. Any suggestions?
Photo attached.
Thanks,
Madonna E.


#2

Unfortunately, the best you can do within Amazon policy is not pay for return shipping, not refund original shipping and charge a 50% restocking fee.

I’d do all that in this case for sure.


#3

Greetings maddythelibrarian,

Welcome to the Seller Discussion Forums.

I’m sorry to see that the book has returned to you in damaged condition.

Per policy, you are allowed to charge a [Restocking Fee|https://sellercentral.amazon.com/gp/help/help.html/?itemID=201725780&ref_=ag_201725780_a_r2_cont_sgsearch] (50% of the item’s price) for items that are returned in a different condition from what was originally sent.

If you decide to charge a restocking fee, we ask that you contact the buyer through Buyer-Seller Messaging to explain why they will be receiving a partial refund.

  • Should the buyer have additional questions, here is a link to a buyer-facing help page on restocking fees you can include in your correspondence: [Restocking Fees|http://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=201726140]
    I hope this information has been helpful!

-Lauren


#4

Since you say you’re a low-volume seller, please, before you charge a hefty restocking fee, carefully consider the effect on your metrics should the buyer file an A-Z and/or leave a negative feedback.


closed #5