How to process a return, in which the customer drilled through the products?
A customer (who is an Ebay Seller), placed a large order for multiple units. Then the customer requested a return for Performance Inadequate, which we approved. The customer then returned non-restockable units, drilled through, opened, written on with permanent marker etc. The units were also resealed with Ebay tape, which is stubbornly sticky and ruins the original packaging. We tried to peel some off to no avail.
The customer tried getting a 100% refund before we could inspect the damaged/open contents, via A-Z Claim while the parcel was in transit, which luckily Amazon Denied until we could inspect the contents.
How do we proceed in this situation? It is devastating for our small family business.
How to process a return, in which the customer drilled through the products?
A customer (who is an Ebay Seller), placed a large order for multiple units. Then the customer requested a return for Performance Inadequate, which we approved. The customer then returned non-restockable units, drilled through, opened, written on with permanent marker etc. The units were also resealed with Ebay tape, which is stubbornly sticky and ruins the original packaging. We tried to peel some off to no avail.
The customer tried getting a 100% refund before we could inspect the damaged/open contents, via A-Z Claim while the parcel was in transit, which luckily Amazon Denied until we could inspect the contents.
How do we proceed in this situation? It is devastating for our small family business.
0 replies
Seller_dotifYADa0BWY
Losy situation for sure. Unfortunately, you will need to refund something to the customer based on Amazon policy:
Upload the images to the claim/return, and provide a 50% refund with an explanation of the damaged product returned. Cover all the bases in case someone reviews it when the customer complains. If you refund nothing, you run the risk of getting the full amount charged back.
Seller_zKzU6ewFNhNe0
Update: Annnnnd.. Amazon has sided with the Ebay seller trying to scam us. Refund & ODR Hit. Thanks anyways for your help everybody.
