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If item is returned Used - Partial or No Refund? Consequences for Seller?
Amazon auto-authorized the return one customers 3 orders (Grrr). The product detail page says:
"This item can be returned in its original condition for a full refund or replacement within 30 days of receipt. You may receive a partial or no refund on used, damaged or materially different returns."
If it is returned used, can I choose to issue a partial or no refund? As a new seller needing good reviews it seems that this is setting me up for a very bad review. Is there any protection/help for the seller if this happens?
4 replies
Seller_OvL8C4BJWiuS9
You can, but it can also open you up for negative reviews.
Seller_i6S8knzW6zU6Z
Hi @Seller_eOrwCH0Krc7WE,
Let me share what the help pages say about this situation.
Yes, you can issue a partial refund or charge a restocking fee when items are returned used. Under "Issue restocking fees" at Issue a partial refund, Amazon states that "restocking fee may be charged when an item is returned in a used, damaged, defective or materially different condition in which it was shipped."
Here's what you'll need to do when processing such a return:
- Document the item's condition with photos
- Grade the condition in the system
- Select the specific condition from the dropdown
- Add detailed comments (these are required if you select "Other" as the condition)
Just keep in mind that you'll need to take action within 2 business days of receiving the return. As noted in the "Seller-issued refunds" section at Refund options: "You're required to issue a refund within two business days after you've received a return. If you don't issue a refund per our policy, we may issue one automatically on your behalf."
A helpful tip from the help pages: It's worth reaching out to the buyer before issuing a partial refund. As mentioned at How do I know when I should issue a refund?: "If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim."
Hope this helps clarify your options! Let me know if you have any other questions.
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