We have had a unusually large number of wrong items returned this month.

In March 2020 we updated our policy to follow Amazons guidelines:

“Amazon does not store items mistakenly sent to us and instead donates, or recycles them, when appropriate and possible. If you accidentally sent the wrong item to Amazon, please contact Customer Service as soon as possible. Amazon cannot guarantee your item will be found and returned, and no compensation is provided for incorrect items sent to Amazon.”

However, when reading through the forums last week I came across this from @medicglobal

https://sellercentral.amazon.com/seller-forums/discussions/t/6c08c4c5-8d6a-4b98-865e-a276531820e7?postId=073cbbac-905c-4ef2-8d7c-baca1e5fadd6

Yesterday, we updated the policy to reflect @medics suggestion and sent a message to customer indicating wrong item returned. If the customer would like a refund and or/the wrong item returned please include a prepaid return label with the correct item.

However, this morning we received a vitriolic response with quite a bit of profanity.

So, I’m curious. If your company does hold wrong item returned:

1. what exactly do you say in the email?

2. How long do you wait to post the zero refund?

3. How do you keep track of this item?

4. And how long do you hold on to this wrong item before you donate it?

It seems clear to us the customer read the 0 refund/wrong item returned message before our flower power, customer centric message…..but maybe not.