Buyer demanding a refund without returning the item
Long story as short as I can make it - Buyer bought our item (a dog chew toy) and claimed that it had loose threads and the squeaker didn't work. No big deal, I let him know we will send him a replacement ASAP, he says no it was a gift (who gifts a dog chew toy) and he just wants his money back.
Normally, we would just issue the refund but this guy was being pushy from the get go and the complaint is... odd... as is his gift excuse so I figure he's probably scamming. I'm guessing his dog ate the toy too quick or something.
Anyways, I say no problem, start a return and he'll get a refund when it comes back. First he says he is not going to pay to ship it back. I say no problem, the shipping will be paid by us. Then he says it "won't allow him to return it." The item has a 30 day return policy just like everything we sell. I send him the link showing how to do a return. He says it won't let him. So I tell him he needs to contact Amazon support if there is a problem with him returning it. He says he already did and they told him "to contact the seller to get a refund"
I tell him the item is returnable and he will need to contact Amazon again and tell them there is a problem with his account. He keeps being extra pushy about just getting his money back. Then comes back and tells me exactly how to do a refund as a seller... like a step by step how to do it via Seller Central. He says that's what Amazon told him...
So now I'm wondering if this dude is a dropshipper or something and ordered from me and the customer didn't like it... I dunno but I'm tired of dealing with him. Hell, if he's a seller maybe he can pop in here and explain why he won't send the item back.
He also threatened me via messaging with opening a case although I don't think that qualifies as extortion. He basically is messaging me a few times a day yelling GIVE ME MY REFUND.
What are my options here? I don't want to give this guy a refund as I feel like he's obviously scamming but I don't want have Amazon drag me through the coals either.
Buyer demanding a refund without returning the item
Long story as short as I can make it - Buyer bought our item (a dog chew toy) and claimed that it had loose threads and the squeaker didn't work. No big deal, I let him know we will send him a replacement ASAP, he says no it was a gift (who gifts a dog chew toy) and he just wants his money back.
Normally, we would just issue the refund but this guy was being pushy from the get go and the complaint is... odd... as is his gift excuse so I figure he's probably scamming. I'm guessing his dog ate the toy too quick or something.
Anyways, I say no problem, start a return and he'll get a refund when it comes back. First he says he is not going to pay to ship it back. I say no problem, the shipping will be paid by us. Then he says it "won't allow him to return it." The item has a 30 day return policy just like everything we sell. I send him the link showing how to do a return. He says it won't let him. So I tell him he needs to contact Amazon support if there is a problem with him returning it. He says he already did and they told him "to contact the seller to get a refund"
I tell him the item is returnable and he will need to contact Amazon again and tell them there is a problem with his account. He keeps being extra pushy about just getting his money back. Then comes back and tells me exactly how to do a refund as a seller... like a step by step how to do it via Seller Central. He says that's what Amazon told him...
So now I'm wondering if this dude is a dropshipper or something and ordered from me and the customer didn't like it... I dunno but I'm tired of dealing with him. Hell, if he's a seller maybe he can pop in here and explain why he won't send the item back.
He also threatened me via messaging with opening a case although I don't think that qualifies as extortion. He basically is messaging me a few times a day yelling GIVE ME MY REFUND.
What are my options here? I don't want to give this guy a refund as I feel like he's obviously scamming but I don't want have Amazon drag me through the coals either.
6 replies
Seller_4YOfPozVBYowx
The best way to avoid any issues with Amazon is to create a return label through whatever carrier you normally use and attach the label to the next message you send the customer.
This way, if they start an A-to-Z claim, you can tell Amazon that you provided the customer with a prepaid return label. And that you will issue a refund as soon as the merchandise is returned to you. This has worked for us reliably in the past.
Side benefit - if the customer never uses the return label, you won't be charged for it.
Seller_kIukTwdhvntAp
In addition to what @Seller_4YOfPozVBYowx has provided hit the REPORT button AND click on 'no response needed'.
Responding just feeds the monsters....................
Danika_Amazon
Hi @Seller_osgyvVkfHKGG1thanks for bringing your story to the Seller Forums. I'm Danika from the Community Manager team.
I can see why this situation is frustrating for you, and I'm glad you got some excellent advice from @Seller_4YOfPozVBYowxand @Seller_kIukTwdhvntAphere. I don't have much to add, other than to say--if you continue to have issues after following this advice, please feel free to come back here, and we can revisit your situation.
Also, meet Kira. She perked up when I said "Bones." :)
Have a great evening.
Best,
- Danika
