Customer Returned Used, Broken, and Incomplete Product
Hello, good afternoon,
I'm reaching out to ask for help from the community and, if possible, support from the Amazon team regarding an issue I had with a recent return.
A customer purchased a product from me, used it, broke it, and then requested a return claiming the item arrived damaged. However, when I received the item back, I noticed the following:
The product was clearly used and dirty;
It was missing a part and was not returned complete;
It was broken due to misuse, not due to any manufacturing defect.
On top of that, in this condition, I can’t even claim the product’s warranty, as it came back used and visibly damaged from improper handling.
I feel very harmed by this situation, as the product can no longer be resold or exchanged, and the customer seems to have taken advantage of the return policy.
Has anyone experienced something similar? Is there a specific Amazon channel where I can report cases like this and seek a possible solution?
Thank you in advance for any guidance you can offer.
Best regards,
Lucas R. Roveri Store: F.I.N
Customer Returned Used, Broken, and Incomplete Product
Hello, good afternoon,
I'm reaching out to ask for help from the community and, if possible, support from the Amazon team regarding an issue I had with a recent return.
A customer purchased a product from me, used it, broke it, and then requested a return claiming the item arrived damaged. However, when I received the item back, I noticed the following:
The product was clearly used and dirty;
It was missing a part and was not returned complete;
It was broken due to misuse, not due to any manufacturing defect.
On top of that, in this condition, I can’t even claim the product’s warranty, as it came back used and visibly damaged from improper handling.
I feel very harmed by this situation, as the product can no longer be resold or exchanged, and the customer seems to have taken advantage of the return policy.
Has anyone experienced something similar? Is there a specific Amazon channel where I can report cases like this and seek a possible solution?
Thank you in advance for any guidance you can offer.
Best regards,
Lucas R. Roveri Store: F.I.N
1 reply
Danny_Amazon
Hello @Seller_aoZL4DxLxhWGR- and thank you for posting about this return, I am sorry to hear about the item's condition.
When an item is received damaged, you would be able to assess a restocking fee to account for the issues when you receive the return. Please see these guidelines for additional information.
If a refund was provided by Amazon for the return, you can file a SAFE-T Claim to make a reimbursement claim, please see this policy page for complete details, and let me know if you have any further questions.
Thanks,
Danny
