Buyer Asking for Full Refund Without Returning Products
Hi,
I recently received a complaint from a customer stating that the products did not meet her expectations. She requested a full refund without returning the products and intends to continue using them.
As a new Amazon Seller, we cannot afford a defect rate of over 1%, so our only option is to issue the refund and allow her to continue using the products. However, we definitely don't think this is the right way to handle this type of buyer. I am very curious to know how everyone here deals with this type of customer.
Thanks!
16 replies
Seller_TN4TIl7npS8WS
This is exactly what I live in. The customer somehow received a complete repayment and affected my ODR.
The result has never returned the product and 30 days have passed since then. Now he says he wants to store the product in himself. :)
Good luck, brother. Welcome to our world.
Seller_7LrAV0m5llaI7
We don't provide refunds to anyone until the item is returned, or they provide picture/video proof that the item is damaged/defective.
Usually they don't bother sending it back. It'll cost them the same in freight as it does for the refund.
Seller_J1wKcOrQzxIhS
Simply if they are not satisfied then they can return, approve their return request and supply then a prepaid return shipping label to avoid any issues that way but hey have to return for a refund
Seller_7LrAV0m5llaI7
Yup, always possible.
Seller_ptBwlfZsWDPhO
I seem to be getting more and more general adjustment refunds. Also more requests for partial refunds for silly reasons, like I thought this was more adjustable but I can still make it work for a partial refund for my inconvenience
Seller_9K2eZzivi2OH6
We had a customer who ordered a 40LB kettlebell. Upon receiving the package, they said they want to return it - but can not do so - but they still want a refund.
The excuses we got were in the following order:
1. They do not have cardboard to package the kettlebell.
2. Person is 90 years old and cant carry the kettlebell
3. Doesnt have a car to drop off to a carrier
We searched the name and address online and lo and behold, turns out they have been reported previously and are on the "bad buyer" list.
Notified Amazon, and we never heard from them again.
Beware of scammers, they will use many tricks!
Seller_7LrAV0m5llaI7
They don't get a refund unless they ship it back. It's up to the customer to check compatibility before purchasing., and if they don't like the performance or quality, they can ship it back.
Seller_7LrAV0m5llaI7
I just told you above how we deal with that:
You aren't obligated in the Canadian Marketplace to cover any sort of return fee for FBM. You may get negative feedback, but if they don't ship it back or provide a tracking number confirming it's shipped back, the customer loses the A to Z claim in Canada.
If the item is defective or damaged, we ask for a photo of proof and then we just skip the whole return process altogether. But if it isn't damaged or defective, then the customer has to ship it back.
Seller_7LrAV0m5llaI7
50/50 chance or less
Seller_rV9pPNGDqQ9kP
I agree with the other responses.
Here is my take:
If it inexpensive just ask for a picture or return. If they send a picture and your satisfied just refund them. If they say it's damaged and have not opened a return, send a replacement. Not enough $ just move on. More often than not they are honest customers. If you are not satisfied just tell them it needs to be returned for you to get credit from the manufacturer as they did not accept the picture even if you did.
If it is a higher priced item I always say I need it returned regardless so I can return to the manufacturer for credit. In some case this is true, depends on the supplier. Other suppliers I use don't want it back just a picture to send me a replacement(s) on my next order. There are some cases I actually have to video me testing the product to show it's not working properly and that is enough. This all depends on your relationship with the supplier and of course if they want to continue to do business with you. So I do need the product back to test as one thing I sell, 98% of so called defective returns are actually working just fine.
Whatever you do NEVER NEVER NEVER makes accusations to the customer. Even if you are 98% sure, it will not go well, and the other 2% customers that are honest but you thought not, will really and rightfully be annoyed.
Can't drive to drop it off blah blah blah. Tell (nicely) them call UPS or Purolator to arrange pick up. UPS stores often will package for you. You also do not necessarily have to box everything. I've seen people ship in grocery bags. Bad idea though. They do need to return and prove it. Lol.
Buyer Asking for Full Refund Without Returning Products
Hi,
I recently received a complaint from a customer stating that the products did not meet her expectations. She requested a full refund without returning the products and intends to continue using them.
As a new Amazon Seller, we cannot afford a defect rate of over 1%, so our only option is to issue the refund and allow her to continue using the products. However, we definitely don't think this is the right way to handle this type of buyer. I am very curious to know how everyone here deals with this type of customer.
Thanks!
Buyer Asking for Full Refund Without Returning Products
Hi,
I recently received a complaint from a customer stating that the products did not meet her expectations. She requested a full refund without returning the products and intends to continue using them.
As a new Amazon Seller, we cannot afford a defect rate of over 1%, so our only option is to issue the refund and allow her to continue using the products. However, we definitely don't think this is the right way to handle this type of buyer. I am very curious to know how everyone here deals with this type of customer.
Thanks!
16 replies
16 replies
Seller_TN4TIl7npS8WS
This is exactly what I live in. The customer somehow received a complete repayment and affected my ODR.
The result has never returned the product and 30 days have passed since then. Now he says he wants to store the product in himself. :)
Good luck, brother. Welcome to our world.
Seller_7LrAV0m5llaI7
We don't provide refunds to anyone until the item is returned, or they provide picture/video proof that the item is damaged/defective.
Usually they don't bother sending it back. It'll cost them the same in freight as it does for the refund.
Seller_J1wKcOrQzxIhS
Simply if they are not satisfied then they can return, approve their return request and supply then a prepaid return shipping label to avoid any issues that way but hey have to return for a refund
Seller_7LrAV0m5llaI7
Yup, always possible.
Seller_ptBwlfZsWDPhO
I seem to be getting more and more general adjustment refunds. Also more requests for partial refunds for silly reasons, like I thought this was more adjustable but I can still make it work for a partial refund for my inconvenience
Seller_9K2eZzivi2OH6
We had a customer who ordered a 40LB kettlebell. Upon receiving the package, they said they want to return it - but can not do so - but they still want a refund.
The excuses we got were in the following order:
1. They do not have cardboard to package the kettlebell.
2. Person is 90 years old and cant carry the kettlebell
3. Doesnt have a car to drop off to a carrier
We searched the name and address online and lo and behold, turns out they have been reported previously and are on the "bad buyer" list.
Notified Amazon, and we never heard from them again.
Beware of scammers, they will use many tricks!
Seller_7LrAV0m5llaI7
They don't get a refund unless they ship it back. It's up to the customer to check compatibility before purchasing., and if they don't like the performance or quality, they can ship it back.
Seller_7LrAV0m5llaI7
I just told you above how we deal with that:
You aren't obligated in the Canadian Marketplace to cover any sort of return fee for FBM. You may get negative feedback, but if they don't ship it back or provide a tracking number confirming it's shipped back, the customer loses the A to Z claim in Canada.
If the item is defective or damaged, we ask for a photo of proof and then we just skip the whole return process altogether. But if it isn't damaged or defective, then the customer has to ship it back.
Seller_7LrAV0m5llaI7
50/50 chance or less
Seller_rV9pPNGDqQ9kP
I agree with the other responses.
Here is my take:
If it inexpensive just ask for a picture or return. If they send a picture and your satisfied just refund them. If they say it's damaged and have not opened a return, send a replacement. Not enough $ just move on. More often than not they are honest customers. If you are not satisfied just tell them it needs to be returned for you to get credit from the manufacturer as they did not accept the picture even if you did.
If it is a higher priced item I always say I need it returned regardless so I can return to the manufacturer for credit. In some case this is true, depends on the supplier. Other suppliers I use don't want it back just a picture to send me a replacement(s) on my next order. There are some cases I actually have to video me testing the product to show it's not working properly and that is enough. This all depends on your relationship with the supplier and of course if they want to continue to do business with you. So I do need the product back to test as one thing I sell, 98% of so called defective returns are actually working just fine.
Whatever you do NEVER NEVER NEVER makes accusations to the customer. Even if you are 98% sure, it will not go well, and the other 2% customers that are honest but you thought not, will really and rightfully be annoyed.
Can't drive to drop it off blah blah blah. Tell (nicely) them call UPS or Purolator to arrange pick up. UPS stores often will package for you. You also do not necessarily have to box everything. I've seen people ship in grocery bags. Bad idea though. They do need to return and prove it. Lol.
Seller_TN4TIl7npS8WS
This is exactly what I live in. The customer somehow received a complete repayment and affected my ODR.
The result has never returned the product and 30 days have passed since then. Now he says he wants to store the product in himself. :)
Good luck, brother. Welcome to our world.
Seller_TN4TIl7npS8WS
This is exactly what I live in. The customer somehow received a complete repayment and affected my ODR.
The result has never returned the product and 30 days have passed since then. Now he says he wants to store the product in himself. :)
Good luck, brother. Welcome to our world.
Seller_7LrAV0m5llaI7
We don't provide refunds to anyone until the item is returned, or they provide picture/video proof that the item is damaged/defective.
Usually they don't bother sending it back. It'll cost them the same in freight as it does for the refund.
Seller_7LrAV0m5llaI7
We don't provide refunds to anyone until the item is returned, or they provide picture/video proof that the item is damaged/defective.
Usually they don't bother sending it back. It'll cost them the same in freight as it does for the refund.
Seller_J1wKcOrQzxIhS
Simply if they are not satisfied then they can return, approve their return request and supply then a prepaid return shipping label to avoid any issues that way but hey have to return for a refund
Seller_J1wKcOrQzxIhS
Simply if they are not satisfied then they can return, approve their return request and supply then a prepaid return shipping label to avoid any issues that way but hey have to return for a refund
Seller_7LrAV0m5llaI7
Yup, always possible.
Seller_7LrAV0m5llaI7
Yup, always possible.
Seller_ptBwlfZsWDPhO
I seem to be getting more and more general adjustment refunds. Also more requests for partial refunds for silly reasons, like I thought this was more adjustable but I can still make it work for a partial refund for my inconvenience
Seller_ptBwlfZsWDPhO
I seem to be getting more and more general adjustment refunds. Also more requests for partial refunds for silly reasons, like I thought this was more adjustable but I can still make it work for a partial refund for my inconvenience
Seller_9K2eZzivi2OH6
We had a customer who ordered a 40LB kettlebell. Upon receiving the package, they said they want to return it - but can not do so - but they still want a refund.
The excuses we got were in the following order:
1. They do not have cardboard to package the kettlebell.
2. Person is 90 years old and cant carry the kettlebell
3. Doesnt have a car to drop off to a carrier
We searched the name and address online and lo and behold, turns out they have been reported previously and are on the "bad buyer" list.
Notified Amazon, and we never heard from them again.
Beware of scammers, they will use many tricks!
Seller_9K2eZzivi2OH6
We had a customer who ordered a 40LB kettlebell. Upon receiving the package, they said they want to return it - but can not do so - but they still want a refund.
The excuses we got were in the following order:
1. They do not have cardboard to package the kettlebell.
2. Person is 90 years old and cant carry the kettlebell
3. Doesnt have a car to drop off to a carrier
We searched the name and address online and lo and behold, turns out they have been reported previously and are on the "bad buyer" list.
Notified Amazon, and we never heard from them again.
Beware of scammers, they will use many tricks!
Seller_7LrAV0m5llaI7
They don't get a refund unless they ship it back. It's up to the customer to check compatibility before purchasing., and if they don't like the performance or quality, they can ship it back.
Seller_7LrAV0m5llaI7
They don't get a refund unless they ship it back. It's up to the customer to check compatibility before purchasing., and if they don't like the performance or quality, they can ship it back.
Seller_7LrAV0m5llaI7
I just told you above how we deal with that:
You aren't obligated in the Canadian Marketplace to cover any sort of return fee for FBM. You may get negative feedback, but if they don't ship it back or provide a tracking number confirming it's shipped back, the customer loses the A to Z claim in Canada.
If the item is defective or damaged, we ask for a photo of proof and then we just skip the whole return process altogether. But if it isn't damaged or defective, then the customer has to ship it back.
Seller_7LrAV0m5llaI7
I just told you above how we deal with that:
You aren't obligated in the Canadian Marketplace to cover any sort of return fee for FBM. You may get negative feedback, but if they don't ship it back or provide a tracking number confirming it's shipped back, the customer loses the A to Z claim in Canada.
If the item is defective or damaged, we ask for a photo of proof and then we just skip the whole return process altogether. But if it isn't damaged or defective, then the customer has to ship it back.
Seller_7LrAV0m5llaI7
50/50 chance or less
Seller_7LrAV0m5llaI7
50/50 chance or less
Seller_rV9pPNGDqQ9kP
I agree with the other responses.
Here is my take:
If it inexpensive just ask for a picture or return. If they send a picture and your satisfied just refund them. If they say it's damaged and have not opened a return, send a replacement. Not enough $ just move on. More often than not they are honest customers. If you are not satisfied just tell them it needs to be returned for you to get credit from the manufacturer as they did not accept the picture even if you did.
If it is a higher priced item I always say I need it returned regardless so I can return to the manufacturer for credit. In some case this is true, depends on the supplier. Other suppliers I use don't want it back just a picture to send me a replacement(s) on my next order. There are some cases I actually have to video me testing the product to show it's not working properly and that is enough. This all depends on your relationship with the supplier and of course if they want to continue to do business with you. So I do need the product back to test as one thing I sell, 98% of so called defective returns are actually working just fine.
Whatever you do NEVER NEVER NEVER makes accusations to the customer. Even if you are 98% sure, it will not go well, and the other 2% customers that are honest but you thought not, will really and rightfully be annoyed.
Can't drive to drop it off blah blah blah. Tell (nicely) them call UPS or Purolator to arrange pick up. UPS stores often will package for you. You also do not necessarily have to box everything. I've seen people ship in grocery bags. Bad idea though. They do need to return and prove it. Lol.
Seller_rV9pPNGDqQ9kP
I agree with the other responses.
Here is my take:
If it inexpensive just ask for a picture or return. If they send a picture and your satisfied just refund them. If they say it's damaged and have not opened a return, send a replacement. Not enough $ just move on. More often than not they are honest customers. If you are not satisfied just tell them it needs to be returned for you to get credit from the manufacturer as they did not accept the picture even if you did.
If it is a higher priced item I always say I need it returned regardless so I can return to the manufacturer for credit. In some case this is true, depends on the supplier. Other suppliers I use don't want it back just a picture to send me a replacement(s) on my next order. There are some cases I actually have to video me testing the product to show it's not working properly and that is enough. This all depends on your relationship with the supplier and of course if they want to continue to do business with you. So I do need the product back to test as one thing I sell, 98% of so called defective returns are actually working just fine.
Whatever you do NEVER NEVER NEVER makes accusations to the customer. Even if you are 98% sure, it will not go well, and the other 2% customers that are honest but you thought not, will really and rightfully be annoyed.
Can't drive to drop it off blah blah blah. Tell (nicely) them call UPS or Purolator to arrange pick up. UPS stores often will package for you. You also do not necessarily have to box everything. I've seen people ship in grocery bags. Bad idea though. They do need to return and prove it. Lol.
