Refund Request for Personalized Item Marked Return to Sender
The personalized item was processed and shipped to the address with the order. An Amazon shipping label was purchased, and the order was shipped out on time.
Customer messaged us requesting a refund saying its taking too long to arrive, yet its still before the deliver by date. We look up the tracking info and find its been marked "Return to Sender" due to a vacant address.
Would you refund in this case or charge a restocking fee, although we can't restock since its personalized. Would you suggest the customer open an A to Z claim?
Refund Request for Personalized Item Marked Return to Sender
The personalized item was processed and shipped to the address with the order. An Amazon shipping label was purchased, and the order was shipped out on time.
Customer messaged us requesting a refund saying its taking too long to arrive, yet its still before the deliver by date. We look up the tracking info and find its been marked "Return to Sender" due to a vacant address.
Would you refund in this case or charge a restocking fee, although we can't restock since its personalized. Would you suggest the customer open an A to Z claim?
2 replies
Seller_2azHBWt7FzGTG
@Seller_CYgVk598XM1p3 Do not refund before you receive it back. Because it is a personalized item and is marked return to sender, you can charge a restocking fee. You can look this up in policy and find it. I also believe that you do not have to refund the shipping charge as it is marked return to sender for bad address which means that is not on you.
A-Z: You could suggest this to the customer if you have proof that it was shipped on time because you are fully covered by the guarantee that any issues from that delivery are covered. Here's the catch though. Because it was marked return to sender, Amazon will take the refund from your account. If it never gets back to you then you will have to file a Safety claim to get the money back.
Seller_MZWlDwhVIARgx
I had a similar case recently where the item was returned to sender because the buyer didn’t have a mailbox and the postal service couldn’t access the property. Buyer messaged me on why her order was not delivered. People like this, I just refund anymore. If I don’t, they just leave nasty reviews and Amazon ends up refunding them anyhow. My items cost me around $12-15 so it’s better and less hassle to take that hit than a hit on the metrics.
