Customer Return Abuse
Customer raised a return for a $3900 Coffee Machine stating that they could buy the item cheaper elsewhere. We replied telling them to pack it up properly and to inform them that a used item will be assessed for a restocking fee. Upon this information they then raised a 2nd return request, this time suggesting the item was defective. This is clear return policy abuse from the customer .
I think i know the answer, im going to have to suck it up and lose the $230 we spent on next day shipping and then take in a used machine, wiping off a huge chunk of its value but i thought i would float the issue to the forum to see if anyone had any advice.
I used the "report abuse" form to feed the information to Amazon but the long and short of it is that i am not able to charge a restocking fee for general use if the item is marked as "defective", right?
Another frustrating day as an Amazon seller.
Customer Return Abuse
Customer raised a return for a $3900 Coffee Machine stating that they could buy the item cheaper elsewhere. We replied telling them to pack it up properly and to inform them that a used item will be assessed for a restocking fee. Upon this information they then raised a 2nd return request, this time suggesting the item was defective. This is clear return policy abuse from the customer .
I think i know the answer, im going to have to suck it up and lose the $230 we spent on next day shipping and then take in a used machine, wiping off a huge chunk of its value but i thought i would float the issue to the forum to see if anyone had any advice.
I used the "report abuse" form to feed the information to Amazon but the long and short of it is that i am not able to charge a restocking fee for general use if the item is marked as "defective", right?
Another frustrating day as an Amazon seller.
29 replies
Seller_kIukTwdhvntAp
When buyers change their reasons I go to the Safe-T method. You can only do that if AMAZON refunds the return.
If you refunded it, you have been screwed by Amazon and their rules.
For future reference since this will NOT be the last return (unless you quit selling on here a couple months ago) here are things to do/know -- It's a template I use so ignore parts that have been answered already (if any). To be eligible for a SAFE-T claim the refund must be done by AMAZON so do NOT refund yourself – wait for Amazon to refund.
Did you file a Safe-T claim? More importantly, did you include LOTS of pictures?
They have different templates for their forms so, depending on which one you see, their requirements vary on the form. NO consistency on Amazon forms anyplace!
The Safe-T form itself asks for attachments of:
1. The return package with the return label -- so they can see that it is the correct return that you are addressing.
2. The CONTENTS of the return so they can see if there are issues of broken, incomplete, missing parts, etc.
3. Any other supporting items.
I take multiple pix of the package and label -- front, back, and more if it's a box.
I take pictures of the returned item ON the return packing slip. I may take three or four of the item if it has been opened, damaged, parts missing, etc.
I take a screen grab of their COMMENTS when they show they lied about the real reason for the return OR if the return is a 'buyer faulted' return and THEY are responsible for BOTH the shipping costs.
I include anything that can help with an appeal at all.
If you don't do any/all of the above you will have very little chance of succeeding in a claim.
Treat Amazon like a three year old -- short sentences, small words and bullet points . You will be dealing with people who have SOME English but it is most likely NOT their primary language.
Seller_1qaYJhfQbpbnE
I would never sale big items on Amazon unless I got it fully insured. There are too many fraudulent buyers on Amazon to sale big items
Seller_OD3iIF4Tw1zZo
I don't know why people buy stuff they can't afford. I sell electric razors and all of my returns are on those. If you can't afford a 100-200 dollar razor, don't buy it
Seller_RClwXXLQjUdPk
You can still charge a restock fee. We have this happen frequently and provide pictures of the returned item opened/used. The return reason doesn't really matter if you have proof that the item was used and works as intended. Just select product returned materially different and provide the pictures of the used item. Make sure you also have pictures of the packaging with the return label visible.
Seller_0258VmWjlHbyJ
This happen a lot during christmas when ppl buy toys and return them in January used and played with... . document return quality and restock charge. They will then file claim and you can only hope Amz support your claim with something reasonable. By then it just luck whether Amz side with you or the buyer.
Seller_hLH0bAcCwYcos
That's 100% pure customer fraud. When a customer literally lies and changes their return reason, right after they said nothing was wrong with the product and they price matched you, Amazon needs to jump on that and uphold you. That's not right! Sorry my friend.
Seller_dvHveFobdI19e
I avoid mentioning restocking fees, return shipping fees, etc, before the return is effected for just this situation. Any item can be made to be defective... And I've seen circumstances where mention of stated policies turn into an immediate A-Z (contrary to AZ policy). Let stuff come back then impose the stated terms for restocking & return shipping, and any necessary Safe-T claim.
Seller_CW0P5hgbsiqWX
"I think i know the answer, im going to have to suck it up and lose the $230 we spent on next day shipping..."
NO! The buyer's own actions show that they are trying to Scam you. Cancel the second return request with the changed reason. With an amount that large i believe RFS will not refund. In addition, the buyer should be buying insurance on the return also.
We have always one cases where the buyer changes the reason, especially when it is to their advantage to collect more refund cash.
Seller_z1JDNz6de1lqc
Well duh Amazon has spent the last decade training these customers to do this exactly. Do not rely on Safe-T either they are really inconsistent and do not always follow policy as they make stuff up and deny claims.
