Return Requested but Not Completed
Hello,
A customer has sent me a return request, and I promptly accepted it, providing them with a "free" return label. However, it has been 5 days since the customer initiated the return, and customer has not shipped the item back to me yet.
Therefore, I contacted seller support through chat. They advised me that if the customer does not ship the order for return within 48 hours, I can send a message and close the return process. I asked "if closing the process in this way would give the customer the right to file an A-to-Z Guarantee Claim" and associate confirmed that it would. I also inquired if Amazon would accept such a claim, and they replied "yes, Amazon will accept the claim."
As a seller who prioritizes customer satisfaction, I find it unfair if a customer, who did not return the product and later opens an A-to-Z Guarantee Claim, affects my account health. I do not want my customer to be disappointed, and seeing a constant return request on my homepage also saddens me.
Do you have any advice on this matter?
I apologize for taking up your time.
Best regards,
Return Requested but Not Completed
Hello,
A customer has sent me a return request, and I promptly accepted it, providing them with a "free" return label. However, it has been 5 days since the customer initiated the return, and customer has not shipped the item back to me yet.
Therefore, I contacted seller support through chat. They advised me that if the customer does not ship the order for return within 48 hours, I can send a message and close the return process. I asked "if closing the process in this way would give the customer the right to file an A-to-Z Guarantee Claim" and associate confirmed that it would. I also inquired if Amazon would accept such a claim, and they replied "yes, Amazon will accept the claim."
As a seller who prioritizes customer satisfaction, I find it unfair if a customer, who did not return the product and later opens an A-to-Z Guarantee Claim, affects my account health. I do not want my customer to be disappointed, and seeing a constant return request on my homepage also saddens me.
Do you have any advice on this matter?
I apologize for taking up your time.
Best regards,
20 replies
Seller_dotifYADa0BWY
Let it sit open. They have some time to return it. If after 30 days has passed, then I would consider closing it. Don't overthink it...forget about the A2Z claim. You have done everything you can to this point, you have no exposure unless there is more to the story...
Jurgen_Amazon
Hello @Seller_cJgA3h9kuIReI,
Thank you for contacting Amazon Forums.
You do have a valid point and appreciate you for bringing this topic seeking for other perspectives.
First of all, I do recommend you to take a look at the Help Page Manage returns, since it provides valuable information on how to address these situations.
In the first part, which is something you have covered already, it says "If a buyer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, we will tell you in the email." Thus, in that matter, you have complied with what Amazon expects.
Regarding closing the Return, I would follow the Help PageProcess return requests, which mentions "Close the return request if you plan on providing a refund without requiring the product's return or if you decide not to accept a return (for example, if the request is outside of Amazon return policies).
Lastly, as @Seller_dotifYADa0BWYmentioned, would be better to keep it opened and wait those 30 days to consider closing it. It will allow you to have enough information to dispute the claim in case the buyer opens one.
Hope you find this information helpful.
Sincerely, Jurgen_Amazon
Seller_LTv2zrpA8Qcn1
Good thing you asked here:
1) The customer has 30 days from day of delivery.
The policy states:
Amazon.ca and most sellers on Amazon.ca [including YOU] offer returns for items within 30 days of receipt of shipment.
It doesn't matter if the item has been shipped yet. And IGNORE what SS told you about 48 hours...what nonsense.
2) Do NOT call the buyer again. That is just begging for a negative feedback. Not to mention, if buyer complains, Amazon might just consider that as hassling.
Wait and if you get it 30 days from delivery, or not, you know what to do.
