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Does Amazon expect sellers to give away products for free?
I'm sure this question has been asked before, but I couldn't find a recent thread on the topic.
4 days ago a customer requested a refund, stating the product she ordered has "many missing pieces." I sent a prepaid label immediately, along with a message stating I would refund their purchase once I receive their return. I also sent two follow-up messages --1 asking if they had any questions about the return process--the other asking if the outside of the package arrived damaged. Here's the thing: What they are stating--that the product is "missing several parts," is literally impossible. The product has only one piece (is a glass bottle)--there are no accessories or even a dispenser (just a cap--which is attached to the bottle)--so either it was damaged during shipping, the customer damaged it or (most-likely) the customer wants to keep it for free. Here's my three questions:
1. Will Amazon send an immediate refund?
2. Should I have simply just issued a full refund--consider the loss the cost of doing business on Amazon-- even if I'm certain the product will never be returned? In other words, a percentage of orders will simply be given away for free?
3. Can I file a T-Safe Claim--even if I never receive the return--as I am certain I will NEVER see this product again.
Thank you so much!
20 replies
Seller_nRFmxiQg4EGrw
For events like this, simply send the label; no more followup required.
Amazon will not issue the refund until the label is used, and tracking shows that it's on its way back to you. Sometimes, the refund will not process automatically, and you can issue the refund when you receive the item.
Once you send the label, the ball is now in their court. You have no further obligation until they return the product.
The Safe-T claim is a tool to use if they send back a different item, or empty box, etc.
Seller_kIukTwdhvntAp
As @Seller_nRFmxiQg4EGrw notes the refund will probably be done as a RFS (Refund at First Scan).
If it does not happen DO NOT refund it yourself if there is any problem with the return. WAIT for Amazon to refund after several days.
To be able to do a Safe-T claim to recover the label costs AMAZON has to refund and then you file.
If you refund you just lost the ability to even file!
Seller_nd8NAsSHObEXq
I never use the "match lowest price" feature and constantly have to revise prices downward. That's okay in many cases. But I cannot go as low as Amazon wants me to go. If I do that I'm basically paying people to read the used books I offer. I just do the best I can. My minimum price is not as low as Amazon wants it to be. But I have to be realistic.
Seller_z1JDNz6de1lqc
Yes it makes them look good. We should all give it a try I hear it through the grapevine that every single box shipped right now is missing and is not arriving but this is only on Amazon reputable market places like ebay only 1:1000 boxes go missing I guess ebay must use a different UPS and USPS. Safe-T claims also giving zero credit on customer damaged items and free shipping for arriving damage claims and Did Not Approve customer damaged missing parts claim 20% restocking WTH total BS makes me want to give it a try it may be fun!
Seller_WNdHXOb1GJb11
once they mail something back Amazon refunds in full...file the safety claim with pics of what they sent back...sometimes...not often they do reimburse you something! Usually its not for the postage in both directions....
Seller_xbyd9qVxch3vD
I have a totally different approach to this. As soon as they start a return stating this nonsense I send a follow-up message asking for photos of the shipping box, the shipping label on the box and the contents. In a lot of these situations their replies already start showing signs of scams and they end up hanging themselves.
Obviously there are sometimes where there is a true issue with the item and their answers and photos totally make sense with the story and something actually just went wrong with their shipment/order.
Seller_TvaTXH61RRGLO
The truth is yes, Amazon expects sellers to give for free a certain number of products.
Seller_TooxN03jE4bTC
Going to be the naysayer here... There's been a lot of news lately about online sellers who give refunds, and let customers keep the item. The worst thing to be published right before Christmas. I have to admit, if an item is so low in price, that shipping to and from the customer means I'll never recoup the charges, I'll write it off, and let them keep it. BUT, we can expect a lot more of this, especially during the return free for all after Christmas. NOW, to defend the other side, my wife ordered an item from another website, from a highly rated seller. When it came, it was missing parts, the box had been opened and re-taped, and even had residue of a previous postage sticker on the box. Obviously a recycled return item. It was a $12 item. The seller obviously knew he had sent a bad item, because he took the time to re-seal the box, which meant he knew it was missing parts. He hemmed and hawed about a return, drug his feet until my wife went through pay pal and had the charge reversed. She finally got the refund, but never heard back again from the seller. I know that no seller on this site would treat customers so poorly, but keep in mind... It's not always cheating, stealing buyers...
Seller_TyNPnzv9SaYa3
Yes. Not just Amazon, all the marketplaces, but Amazon will penalize you the most if you stand up to an abusive returner.
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