Case number: 17003704901
After receiving the product, the customer indicated on 2024-12-27 that the product was damaged but did not want to return it and wanted us to compensate or partially refund. After we understood the situation, we proposed a solution to the customer on 2024-12-28, and the customer indicated that he could accept a partial refund.
Regarding the damage of the product, the customer did not provide the required pictures as required. The pictures sent were very simple, and we could only see that the accessories were a little defective, and we could not see the damage of the product. Obviously, the customer just wanted to find a reason to ask for compensation.
We confirmed with the customer many times, and the customer insisted on a partial refund. 2024-12-31 we immediately processed a refund for the customer, but the customer gave malicious feedback on 2025/01/12, discrediting our products and company reputation.
We are confused about the reason for the failure of the appeal. The relevant staff said that we need to refund the full amount. Does this mean that we can only delete this comment if we refund the full amount? Does it mean that as long as the product received by the customer has any defects, he can get a direct full refund without returning any products?
In the communication with customers, we actively provide solutions for customers and refund after reaching an agreement with customers. If customers are not satisfied, they can continue to communicate with us. However, customers get their refunds and give us bad reviews. If every customer does this, how can our rights as sellers be guaranteed? What we finally get is a one-star bad review and an ugly ODR defect rate?
We hope Amazon can help us solve this problem, and we are very grateful for it!
@Seller_zukQNO61PzGck@Seller_hjPKSvHuoa7hn@Seller_FJwyF3iu5qxUY@Seller_l3eCP9f1PtJXC@Seller_1KYLYkgAlu4xX@Seller_1bGY2ydIU3isE@Seller_l3eCP9f1PtJXC@Seller_4GjtS9k0cnHHv
