Amazon refunded a return when we charged 100 restocking fee with customers consent and will not refund us
1-The Customer purchase a Grip Handlebar Heated Kit.
2-After the customer installed the kit they discovered the heating element for the thumb was not working and contacted us 3-We instructed the customer on how to request a replacement return.
4-The customer did not submit a replacement request as instructed (for what ever reason)
5- We noticed that the customer had not requested a replacement and asked them to cancel their return and request a replacement.
6-Customer claimed they were not able to find a way to cancel their return request. (guessing they had already shipped the return package) 7-We asked the customer if they would be OK with us charging a 100% restocking fee and shipping them the part they needed.
8- Customer agreed.
9- Return part arrived, we shipped replacement to customer as we told him we would.
10- We process return with 100% restocking fee as agreed to by customer
11- Everyone is happy We got paid, customer got parts that worked, Amazon gets their percentage.
12- Amazon decided to interceded for a customer who did not request their assistance and ignores the 100% restocking fee and refunded customer taking $300 from us for no reason.
13- We are unhappy file a Safe-T claim
14- Safe-T denied, "buyer did not submit a request "
15- We appealed with copies of customer correspondents , Amazon BOT denied again
16- Started a Case with Amazon and was told to use the email safe-t-review... to appeal
17- Immediately got a another BOT response telling us to use the Safe-T view message and appeal process (So not another dead end.
18 - Responded to case about how the email was a dead end and was told
"I understand that you want to appeal this directly with an Amazon representative,however due to Amazon process the mentioned channel in my previous correspondence is the unique path to follow.
I understand that you want to appeal the decision, however due to Amazon policies the case has been denied with no further investigation.
At this point, we will be resolving this case as no further action can be taken at this time and we cannot go beyond our policies.
No further answers will be provided on this case, please do not re-open."
This is outrageous, We take care of the customer and Amazon and their BOTS just ignore the facts.
Amazon refunded a return when we charged 100 restocking fee with customers consent and will not refund us
1-The Customer purchase a Grip Handlebar Heated Kit.
2-After the customer installed the kit they discovered the heating element for the thumb was not working and contacted us 3-We instructed the customer on how to request a replacement return.
4-The customer did not submit a replacement request as instructed (for what ever reason)
5- We noticed that the customer had not requested a replacement and asked them to cancel their return and request a replacement.
6-Customer claimed they were not able to find a way to cancel their return request. (guessing they had already shipped the return package) 7-We asked the customer if they would be OK with us charging a 100% restocking fee and shipping them the part they needed.
8- Customer agreed.
9- Return part arrived, we shipped replacement to customer as we told him we would.
10- We process return with 100% restocking fee as agreed to by customer
11- Everyone is happy We got paid, customer got parts that worked, Amazon gets their percentage.
12- Amazon decided to interceded for a customer who did not request their assistance and ignores the 100% restocking fee and refunded customer taking $300 from us for no reason.
13- We are unhappy file a Safe-T claim
14- Safe-T denied, "buyer did not submit a request "
15- We appealed with copies of customer correspondents , Amazon BOT denied again
16- Started a Case with Amazon and was told to use the email safe-t-review... to appeal
17- Immediately got a another BOT response telling us to use the Safe-T view message and appeal process (So not another dead end.
18 - Responded to case about how the email was a dead end and was told
"I understand that you want to appeal this directly with an Amazon representative,however due to Amazon process the mentioned channel in my previous correspondence is the unique path to follow.
I understand that you want to appeal the decision, however due to Amazon policies the case has been denied with no further investigation.
At this point, we will be resolving this case as no further action can be taken at this time and we cannot go beyond our policies.
No further answers will be provided on this case, please do not re-open."
This is outrageous, We take care of the customer and Amazon and their BOTS just ignore the facts.
0 replies
Seller_LImVvUWeyiCfQ
I'm sorry this happened to you, especially when your only intent was to take care of the buyer on this buyer-centric platform. But this result is exactly why sellers must know Amazon policy and why they cannot veer away from it. Amazon's system is designed around their policy and the system simply will not recognize anything else.
There were some mistakes made.
- In this case, the 100% restocking fee was not within policy.
- No replacement request was made so the system wouldn't recognize the replacement that was sent.
- The return request was never cancelled so once the return arrived, a refund needed to be issued. The system saw it wasn't so Amazon did it for you.
- The buyer should have been instructed to reorder once the refund was processed.
Unfortunately, it appears you have no path forward. Hopefully the takeaway will be a few lessons learned.
Tatiana_Amazon
Hi @Seller_8mkQkQr7rA7DG,
Tatiana from Amazon here. I just wanted to hop in and support some of the points already made by @Seller_LImVvUWeyiCfQ.
Whenever a customer opens an initial return request, I would suggest allowing the return to fully complete and request that the buyer order the item again if they are still interested in having it. A proper return process or replacement process should always be followed as that will be the only way we are able to help protect sellers against issues with returns or claims.
Additionally, restocking fees should only be issued in accordance to our guidelines listed here. All restocking fees issued should fit within one of the listed situations.
I realize this is likely not the response you were hoping for, but I hope this additional context provides some clarity.
Tatiana
