Customer Return question
A buyer purchased an item on June 12. It was delivered on June 14. They requested to return on July 19 and I told them it was outside the return window. They contacted customer service and customer service sent a message for me to send them a prepaid return label and accept the return. What is the appropriate course of action here. My understanding was the return window was 30 days from when they received the item. The reason for the return is they decided they don't like the color.
Customer Return question
A buyer purchased an item on June 12. It was delivered on June 14. They requested to return on July 19 and I told them it was outside the return window. They contacted customer service and customer service sent a message for me to send them a prepaid return label and accept the return. What is the appropriate course of action here. My understanding was the return window was 30 days from when they received the item. The reason for the return is they decided they don't like the color.
40 replies
Seller_rGcQW1yb6ZWbC
Yes, the return window is 30 days from when the item was received by the buyer.
You do have every right to refuse the return. When you receive the item back, you can charge a 100% restocking fee. However, that may not be the wise thing to do. The buyer still has the right to file an A to Z claim, and you may lose. They can also leave negative feedback, which Amazon will not remove unless the feedback contains profanity, is 100% a product review, or contains personal information for either you or the buyer.
When you receive the item back, check, to see if it is in the same condition in which it was sold/sent. If that is the case, you can withhold the outbound and inbound shipping. If it is in the same condition, then you can sell it again.
Good luck with this one. You are going to need it.
Seller_GYBivd6QH6hzX
The message from "customer service" is really just parroting the customer's demands. You're under no obligation to accept the return.
Seller_aV1Bh32hE0KND
Can you post a copy of the message you received? It's likely not CS telling you what you must do but they are just transcribing the message from the buyer.
As stated by BMS_NSF you are under no obligation to accept the return; the buyer could leave you negative feedback or they could try to open an A-z claim, but they won't win.
KJ_Amazon
Hello @Seller_A4WWXNIYVtibf. Thank you for checking in with us on the Seller Forums.
I would like to share a seller help page with details about Amazon's return policy:
Returns, refunds, cancellations, and claims
Please note that buyers have 30 days from the end of the Estimated Delivery Date to request a return, not 30 days from when the item is delivered. The dates you posted are pretty close to 30 days, so this could make a difference.
Following authorization of a return request, the buyer has 15 days 'transit time' after the return window closes.
If the buyer returns an item in the original condition outside of the return window, a restocking fee of up to 20% can be applied.
Please let me know if you have more questions about the return policy.
Seller_aV1Bh32hE0KND
Please note that buyers have 30 days from the end of the Estimated Delivery Date to request a return, not 30 days from when the item is delivered. The dates you posted are pretty close to 30 days, so this could make a difference.
KJ, I read over the Manage return policy before posting and I also thought that if the order was received before the "estimated" delivery date it would still be eligible.
However;
If you go under the Order detail page it says:
Eligible for Return, Refund, or Replacement within 30 days of receipt
- This item can be returned in its original condition for a full refund or replacement within 30 days of receipt. You may receive a partial or no refund on used, damaged, or materially different returns.
Also, if the auto-return is no longer showing under the customer's Orders page, it would indicate that Amazon does indeed go off the receipt of delivery and not the estimated delivery date. See below, the Return window is closed exactly 30 days after receipt.
versus
The return window is closed.
Following authorization of a return request, the buyer has 15 days 'transit time' after the return window closes.
They would have 15 days of transit time "following" the authorization. Meaning the customer would need to open the return request before the return window closed.
Please correct me if I'm wrong.
KJ_Amazon
Hello @Medic. Thank you for following up.
During my last discussion with our partner team I confirmed that Returns, refunds, cancellations, and claims definitions are accurate when determining dates for returns, claims, etc.
However, I understand there is inconsistency and I will reach out to our partner team for further clarification.
They would have 15 days of transit time "following" the authorization. Meaning the customer would need to open the return request before the return window closed.
Please correct me if I'm wrong.
The 15 day transit-time period is following the end of the return window, not the date of the authorization.
Both the return window and the subsequent transit time are fixed at the time the order is placed and do not change depending on the delivery date or return-authorization date.
Seller_aV1Bh32hE0KND
The info/policy is definitely conflicting, here is an order I placed in May, which clearly shows it is going off the receipt and not the estimated delivery date.
Order delivered May 24th - Return closed June 23rd (not June 30th)
I really appreciate you checking into this.
KJ_Amazon
Thanks for that screenshot @Medic.
To be clear, that is what you are seeing as the buyer?
I followed up with our partner team to get more clarification on the "returned within 30 days of the Estimated Delivery Date."
Seller_aV1Bh32hE0KND
Yes, this is what I see when I look at my Amazon.com 'Your Orders' buyer's page.
It would make more sense if it was 30 days from receipt because what happens if a package is delayed (in transit), and the customer receives it after the estimated delivery date?
Seller_qTJiCxRI8PpIZ
So, correct me if I'm wrong, a buyer could initiate a return on the 29th day and we would have to receive it by the 45th day? What happens if they initiate a return but we don't receive it by the 45 day? Do we then get to cancel the refund? I'm just curious because it seems as though the return policy is getting more confusing by the day.
Seller_b9MTK4QOrYHu2
so if they customer has the item for 31 days waits 15 days they ship back it break like it happens to me i am out all but 20 %
KJ_Amazon
Hello @Seller_qTJiCxRI8PpIZ. I am working with our partner team to clarify the exact dates for the return window and transit time. According to our Returns, refunds, cancellations, and claims help page, transit-time period is 15 days, starting at the close of the return window.
Guidelines for charging restocking fees
Returns in the original condition outside of the return window are eligible for a restocking fee up to 20%.
Seller_FaV5Qh0z4BM3s
That is an awful policy, but thanks for sharing.
Seller_LozVbcNSprfMf
Hello KJ_Amazon,
My understanding is the return windows is 30 days from the date the item is delivered according to the tracking. NOT the estimated delivery date. Please do not confuse us. Thanks,
Seller_qTJiCxRI8PpIZ
Okay, thank you. This is very confusing. Amazon needs to be way more clear about this. First being told 14 days after the return date, now being told 15. Which one is it?
Seller_gQlvjH5XL9kaB
This happens all the time. They talk to Customer Care and they don't know what to do so they just send you this stupid, copy/paste message to provide them a free return label for some reason...
I simply reply that "this is outside of the 30 day return window" however as a matter of good business, I do offer them some options depending on the product (some products, that's the end of the discussion).
"However if you'd like to ship the item back at your expense" and offer them instructions on how to ship it back to you. I will also generally inform them that their return will be less the original shipping cost; and deduct that from their refund. I will also inform them that if the product arrives opened, damaged, or otherwise unable to be sold as "new" that there will be a restocking fee.
Typically, they ignore this and go back to customer service again....and THEY in turn send me that same, stupid, please provide a free label to the customer message.
When that happens, I simply click the "No response needed" button and move on with my life.
Seller_R2dP7Hunjcdj0
The Amazon window for a Buyer to initiate a Return IS 30 days from verified receipt.
This is yet ONE MORE example of how Amazon Customer Service DOES NOT apply Amazon policies when dealing with Amazon Buyers, and instead simply "Takes Dictation" and "Passes-On" whatever the Buyer is saying, EVEN IF it violates Amazon Policy.
They are WORSE than WORTHLESS, because they create FALSE EXPECTATIONS with Amazon Buyers!
I would reply to the Buyer one last time, but THIS time directed to the Buyer AND to Amazon itself, and restate the Return Policy (which should be posted in your company info), and explain that you are no longer able to accept a Return of this purchase because too much time passed after receipt.
After that, it is up to you if you want to mark all subsequent attempts as "No Response Needed".
Please understand that while the "Return Window" is 30 days from Receipt, the window to leave Feedback is 90 Days, and IF the Buyer leaves Negative Feedback it almost certainly NOT be removed by Amazon.
So that is the calculation to be made; is the sale lost worth the possible Negative consequences.
And ONLY YOU can make that decision.
Good Luck!
Seller_52pUzzgnsLDGs
I don't think you should accept the return. Usually the messages from customer service are actually from bots just repeating what the buyer said.
Seller_vYtAolMzP2h3M
Well, I have a more rediculous situation here. A personal item order which the listing indicated is non-returnable. The buyer claim the color is not the medium brown she ordered but dark brown. She now asked for refund (without even mentioning return the product). Any advise here?
