Return request via Online Chat Associate
Hi. I need some expert help because just received an email from Amazon Customer Service as this:
"""Order number: 702-9914167-6569033
Return requested: No
Reason for contact: Dear seller the customer states that the item is defective as in the rain there was condensation hence the customer wants to return the item, please approve the return request.
Please respond to this request within 48 hours."""
To begin with, I have not received any return request on the authorisation center yet. Also, the purchase was an '8 Pack pathways ligths' so it is not clear how many of them were defective. Maybe I can make it up with a partial refund if a few of them are defective.
Moreover, can customers just chat an associate and initiate a return like this?
Using the messaging app, I tried to contact the customer and ask for a photo or a video with an official return request on dashboard. Another 'clock is ticking' situation and we hope they will respond to us in a timely manner again. Something is not right here.
Return request via Online Chat Associate
Hi. I need some expert help because just received an email from Amazon Customer Service as this:
"""Order number: 702-9914167-6569033
Return requested: No
Reason for contact: Dear seller the customer states that the item is defective as in the rain there was condensation hence the customer wants to return the item, please approve the return request.
Please respond to this request within 48 hours."""
To begin with, I have not received any return request on the authorisation center yet. Also, the purchase was an '8 Pack pathways ligths' so it is not clear how many of them were defective. Maybe I can make it up with a partial refund if a few of them are defective.
Moreover, can customers just chat an associate and initiate a return like this?
Using the messaging app, I tried to contact the customer and ask for a photo or a video with an official return request on dashboard. Another 'clock is ticking' situation and we hope they will respond to us in a timely manner again. Something is not right here.
4 replies
Daryl_Amazon
Hey @Seller_D6kjCY0QHVSPC,
Depending on the topic, Customer Service will offer chat support, as not all topics can be handled via chat.
You can follow this link to have more insight on this feature: https://www.amazon.ca/gp/help/customer/display.html?nodeId=508510
It's not that common I have to say but it is completely possible.
As for your main concern, in some cases, you may issue a partial refund by deducting a restocking fee in accordance with the Guidelines for charging restocking fees. In general, restocking fee may be charged when an item is returned in a used, damaged, defective or materially different condition in which it was shipped. However, you cannot deduct restocking fee for items returned within policy and in original condition.
So you could do either the partial refund or the restocking fees option, I would agree to your proposal.
Daryl
