Replacement and Partial Refund
Hi,
New seller here! I wanted to get some help on this, and please correct me.
The customer received the units (7) but wants a full refund because of the damage. After contacting the customer to see proof of damage, we agreed to send a full refund once getting the units back, but later on, the customer asked if she/he could get a replacement instead (the customer had already shipped the units back). However, if we do the replacements, I can only get (6) to be shipped. I explained the situation to the customer, and she/he agreed to get the (6) units but get a refund for the remaining unit.
So, what is the best method to do that? What are their recommendations? How can I generate a refund for that unit? Customers select refund etc, etc. Please help, and thanks for your time!
Replacement and Partial Refund
Hi,
New seller here! I wanted to get some help on this, and please correct me.
The customer received the units (7) but wants a full refund because of the damage. After contacting the customer to see proof of damage, we agreed to send a full refund once getting the units back, but later on, the customer asked if she/he could get a replacement instead (the customer had already shipped the units back). However, if we do the replacements, I can only get (6) to be shipped. I explained the situation to the customer, and she/he agreed to get the (6) units but get a refund for the remaining unit.
So, what is the best method to do that? What are their recommendations? How can I generate a refund for that unit? Customers select refund etc, etc. Please help, and thanks for your time!
2 replies
Seller_OvL8C4BJWiuS9
If she already sent back the 7 units, you will have to refund and she will have to re-order (do not send replacements if she didn't process the request through Amazon's system).
Tatiana_Amazon
Hi @Seller_phSAWPlgN3Qtg,
@Seller_OvL8C4BJWiuS9 has already given you the exact advice I would give so I wanted to just add to it by providing this help page on how to process replacements for seller-fulfilled returns. We always suggest following this exact process as it will create an additional order in the system that can be tracked in case of any issues.
If a replacement is sent without the replacement order in the system, it will not be eligible for things like Safe-T claims or Amazon buy shipping benefits.
Let us know if you have any other questions!
Tatiana
