How to send replacement items to customer?
Hello. A customer returned an item that was defective. I want to send them a replacement item but cannot find any option to do this on my seller account. Can someone please provide some guidance on how to send customer replacement items?
How to send replacement items to customer?
Hello. A customer returned an item that was defective. I want to send them a replacement item but cannot find any option to do this on my seller account. Can someone please provide some guidance on how to send customer replacement items?
9 replies
Seller_7LrAV0m5llaI7
You refund the customer since they returned the item, and the customer just places a new order for a replacement.
Seller_LTv2zrpA8Qcn1
Buyer doesn't have to re-order, especially if it's the same price, which I expect it is; and especially since the previous was defective. You don't want to do anything that requires "work" from the buyer's part.
Is the buyer expecting the replacement? If so, just send it. Period. And email the buyer with new tracking if there's one. That's what I would do. Keep it simple.
If you just want to send the replacement as a courtesy, just refund the order. and again, just send the replacement.
Good luck.
(There is another way where you can 'click the 'contact buyer' button and Amazon will generate a message to buyer asking if they want a refund or replacements, etc. In my opinion, this requires too much 'work' for the buyer having to reply first etc,). Your choice, of course.
Seller_dotifYADa0BWY
Never send a replacement. You open yourself for a A2Z claim plus you will be out of the product as well. There is no exchange mechanism on Amazon so the best course is to have the customer reorder.
Seller_LTv2zrpA8Qcn1
If FBM had a mechanism to offer a defective replacement, it would show up as on option for the seller.
If a Return Request is filed by buyer, and seller attempts to contact that buyer, Amazon creates an automated message offering the buyer a replacement or a refund. The buyer is given the option to choose. In that email, there is no option for the seller to edit the automated email. I am telling you this occurs when there is an active Return Request.
A refund clearly blocks an A2Z attempt. Yes, but not a negative feedback.
What is clear is our difference of approach. What is also clear is the seller risks losing that sale because the buyer receiving a defective item is not likely to reorder another from that seller -- not after getting the refund. And chances of a negative feedback would rise. A replacement would appease that buyer and make him/her more likely to accept the replacement, rather than re-ordering from a seller who sent a defective item.
Not trying to change your mind. Why would I want to? Just explaining my approach, which is yet to hurt me in 20 years.
