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Customer Claims Item is Defective After Return Window – What Are My Options? Should I Send a Label?
A customer purchased a product that cost $1,600 and, after 20 days, requested a return. I had no issue with this and guided the customer step-by-step on how to initiate the return through Amazon. However, after the return window expired, the customer reached out again. I explained the process again, but they responded, saying they could no longer request areturn because 30 days had passed. Now, they are asking me to send a prepaid return shipping label via message, claiming the product is not working. My concern is: if I provide the prepaid return label and the customer sends back an item that is not mine, would I still have the right to charge a restocking fee?
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Seller_zGoDlPZLneGhF
This one is completely up to your discretion.
Techincally this return would be happening outside of the Amazon return system (if you did provide them with a prepaid label). Therefore the refund would be intiated by you after receiving the unit back.
If they returned an item different than the one you sent, then you would simply not intiate a refund at all. Keep in mind the buyer can still leave negative seller feedback up until 90 days after the intial order date.
I personally would trust your gut and do what you feel is right in this scenario. Keep us updated on what you decide to do!
Joey_Amazon
Hello @Seller_9EdlrqgJyv25K,
Thank you for being a part of the Seller Forums!
Its hard to say with out knowing all the details and would highly advise against going outside the Amazon return system. Please keep in mind that the Restocking fee would only cover up to 50% of the cost in case the buyer/customer returns a materially different product.
Thanks,
Joey
Seller_9EdlrqgJyv25K
Update: After carefully reviewing the situation, I decided to follow Amazon's return policy. I did not provide the return label or approve the request, as it was made outside the eligible return window. Additionally, the buyer had already attempted to file an A-to-Z, which was rejected by Amazon. All my products go through a detailed inspection before shipping to ensure accuracy. Given the circumstances, I felt it was the right decision to stand by Amazon’s policy. I appreciate your advice and will remember it in the future! After I message the customer it was my last response and final decision regarding their return request, I didn't hear from them again.
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