We have a customer who opened 4 return requests for 1 transaction.

The return is past 30days and "Out Of policy"

He kept trying to get a free return label by selecting Performance or quality not adequate.

He messaged us directly and stated the product is new and never opened.

Now we have 4 open returns that we are being told our returns metrics is over the 2% expectation.

He simply did not want to pay for the return label-so we gave in and sent a label even though the return was outside the return widow.

Ironically the package has not been returned yet.

The majority of our returns are auto-authorized-this one customer is dragging our metrics down and we cannot close the 3 duplicate returns.

Any mods that can help or add insight to this would greatly be appreciated.

Thanks in advance.

@Seller_nS0jcFQNDLG3e

I got this message from amazon customer service. This is for a textbook that was delivered to the buyer January 29th which is 2 weeks past the return window. The buyer ordered by mistake--the wrong book for their class, wishes to return. I am not sure if the system has changed? I used to get return requests for items that were out of policy particularly at the end of the semester & haven't lately or is CS just giving buyer's bad advice? I have no idea how I would open a return request for a buyer & do not believe it is possible.

Dear Amazon Seller,

This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:

Product: 1506365582

Order number: 114-1429832-7230657

Return requested: No

Reason for contact: There is not an option to create a return request for the customer. It is advised to contact you to create a return/refund through Amazon on your end. Please update this order with a return label for the customer. Thank you.

Please respond to this request within 48 hours.

Thanks,

Amazon Customer Service"

In the same area that shows orders to ship and emails to answer, there is a category notated:

"You have open return requests"

The implication is that this is part of our workload that we need to take action on.

Sometimes Amazon auto refunds, and sometimes the refund needs to be manually taken care of.

Either way, in order to "close out" the refund request we must select a reason, and I am reasonably sure that this reason makes its way to the customer by email.

There are four options:

----------------------------

Partial Refund Issued

Item not returned

Return request canceled

Duplicate return request

----------------------------

If Amazon preemptively refunds in full or we issue a full refund, none of the above options seem appropriate to be attached to the closing out of the refund request email that is sent to the customer.

Firstly, I guess it should be established whether such an email actually gets sent to the customer.

If not, selecting a random reason to close the return out is not an accurate reflection of why a refund request is being closed out--if Amazon is keeping score.