We shipped wrong product in error and need advice
We received an order for an item and shipped it to the customer. We received a notification that the customer requested a return as they received the wrong product. We confirmed that it was a picking error and we contacted customer to tell them that we would reship correct item and we did. Amazon automatically sent customer a prepaid shipping label for returning incorrect item. The customer now has their replacement product. This all transpired in 4 days.
Prior to reshipping correct item I contacted support to confirm that they wouldn't automatically refund the payment to the customer. They took a few days to respond to me so I was concerned about not getting merchandise out so I sent it off. Today I hear from customer support and they tell me that customer will get their money back and that it will hurt my cancellation metric if I didn't reship product so basically I just have to take the loss for the merchandise.
Is that how it works on Amazon? How is that fair? Do you have any suggestions (besides not to make a mistake) so that this doesn't happen?
Thank you in advance!!!
We shipped wrong product in error and need advice
We received an order for an item and shipped it to the customer. We received a notification that the customer requested a return as they received the wrong product. We confirmed that it was a picking error and we contacted customer to tell them that we would reship correct item and we did. Amazon automatically sent customer a prepaid shipping label for returning incorrect item. The customer now has their replacement product. This all transpired in 4 days.
Prior to reshipping correct item I contacted support to confirm that they wouldn't automatically refund the payment to the customer. They took a few days to respond to me so I was concerned about not getting merchandise out so I sent it off. Today I hear from customer support and they tell me that customer will get their money back and that it will hurt my cancellation metric if I didn't reship product so basically I just have to take the loss for the merchandise.
Is that how it works on Amazon? How is that fair? Do you have any suggestions (besides not to make a mistake) so that this doesn't happen?
Thank you in advance!!!
0 replies
Seller_DdmPiA1p1S2Wu
Since you said that CS said that it would hurt your cancellation metric if you didn't reship the product that sounds like the buyer put in a replacement request through Amazon. If that is the case you just ship the new order as normal, it just has a $0.00 value, and the buyer returns the original one with the prepaid label. If the buyer doesn't return the original one within some period of time, I think a month or so, then they are charged for it and you are credited for it.
Seller_4zBzdtgCyS9EI
If the customer didn't opt for a replacement when they opened their return request (you would get a new order that shows "replacement") you will not get your money back.....if you contact the customer and just send a replacement...not the way to do it.
Seller_8bKTbjGobJoAL
Unfortunately, there is only one recourse in a case like this. Bend over and take a deep breath...
Seller_9Uf78DYSZ2lcW
This time it may turn into a Lesson that cost you.
1, if the customer asks for a return, they are wanting a return label so they can send the product back and get a refund.
2. if the customer asks for a replacement, you want them to do it through Amazon's system so that you get the $0 order for the replacement and can send it out according to the system and hopefully the customer returns the wrong item and all is good.
3. got confused things went wrong. If you got an email from the customer saying they got the wrong item and you simply said ok I'll send a new one and you shipped the correct replacement out to them without going through Amazon's system, And the customer asks for a refund because they didn't get the return label in a timely fashion and they never actually placed a replacement order through the system (or you didn't ship the return order through Amazon's system) it is possible the customer will keep the Original, get your replacement AND get the refund.
if #3 is what transpired, then Sorry, hopefully it isn't too costly a business lesson. In general, Amazon's systems are not super friendly and if there is any confusion they area balanced to default to Delight the Customers but only at the expense of 3rd party sellers. Seeing as the original mistake was a legit problem on your end, this lesson will hopefully give you an opportunity to fix several of your procedures to avoid multiple issues in the future.
In general the right answer is ALWAYS, Return the product for Refund or Replacement. MAKE SURE YOU ALWAYS PROVIDE THE RETURN LABEL Somehow even if you are mailing it to them because (sob story I can't print and I can't go to the UPS store etc.)
Have some templates with very professional instructions about how to return the product for a refund or how to open a return/replacement request.
Seller_m5gTbO2RA4Wtk
If Amazon processed the refund, there is now an option under Safe-T claim that allows you to request reimbursement for "I provided a replacement". We have never tried this option, but in this case it can't hurt if you have documentation and tracking info.
Seller_1qaYJhfQbpbnE
so not use amazon fulfillment ship the item your self
Seller_WtOwWhtSrFjva
We you ship the wrong thing, they go into the system and ask to return. Once it is on its way to you, you refund. Then have them purchase the correct thing.
Seller_JriIYrr4sOxtS
To prevent an automatic refund, at least refund 1 cent.
