Buyer Returning Used Product
Hello Everyone,
I am looking for advice on how to handle an issue that has come up a handful of times in the last year. I sell deck stain and various products related to paint. Every once in a while I get a customer who buys a gallon of stain, uses said stain, and then opens a return for the remaining stain in the can because they: A) don't like the color(after conveniently staining their whole deck first) OR B) using another bogus reason to get free stain. How would you go about handling this return? Obviously I cannot use this half used gallon of stain. I want to stress that the return isn't from a product defect. It is simply they have buyers remorse or they are trying to scam the system. I appreciate any advice/tips on how to handle this situation.
Buyer Returning Used Product
Hello Everyone,
I am looking for advice on how to handle an issue that has come up a handful of times in the last year. I sell deck stain and various products related to paint. Every once in a while I get a customer who buys a gallon of stain, uses said stain, and then opens a return for the remaining stain in the can because they: A) don't like the color(after conveniently staining their whole deck first) OR B) using another bogus reason to get free stain. How would you go about handling this return? Obviously I cannot use this half used gallon of stain. I want to stress that the return isn't from a product defect. It is simply they have buyers remorse or they are trying to scam the system. I appreciate any advice/tips on how to handle this situation.
2 replies
Seller_zGoDlPZLneGhF
If you are FBM you need to charge a restocking fee, Amazon will advise you to wait until they auto-refund the customer and then you can open a safe-t claim for reimbursement.
Here's the issue with that, Amazon's system does not always auto-refund the customer in a timely manner, this leaves you open to an A to Z claim for not providing the customer a refund after your receive the item back. This will damage your ODR.
Charge a restocking fee, document with photos, and be ready to defend if that "buyer" decides they want to fight the decision. Not making it easy for people to use your business as a Rent-A-Center or in your case, a free deck-stain supplier is the way we make this platform better by setting the standard and expectations for what we receive back as returns, an item sold as new and return back used does not qualify for a full refund.
