Customer return reasons
We sell automotive parts and we get literally hundreds of returns per month. Almost always the excuse is that the listing is incorrect or the product sent was wrong. The real reason is "I ordered the wrong thing" but that doesn't seem to be a option or if its a option is never used. This has our voice of the customer page full of issues.
Customer return reasons
We sell automotive parts and we get literally hundreds of returns per month. Almost always the excuse is that the listing is incorrect or the product sent was wrong. The real reason is "I ordered the wrong thing" but that doesn't seem to be a option or if its a option is never used. This has our voice of the customer page full of issues.
23 replies
Seller_7LrAV0m5llaI7
It Is an option, but when the customer selects that option, the customer has to pay return freight.
Seller_4zBzdtgCyS9EI
Amazon considers them THEIR customers, not yours. If they want to return products Amazon sells, they can get quite nasty with buyers from what I have read, however, if it's from a 3rd party seller, they score free "Amazon is great" points from scam buyers....win win for Amazon, why would they change?
Seller_nlFz11d3mMLUM
My [least] favorite reason is when the customer selects "arrived too late" even though their order arrived before the deliver by date. My second [least] favorite is when the customer selects "item does not match description" which always prompts me to request an explanation so I can make an adjustment and prevent future customers from experiencing the same issue, but I've never received a reply on that one. Third place goes to the option "bought by mistake" in which case it's like... what?
Seller_iSUdUJNcddFVT
One of my (un)favorites is "Unwanted Item". What? Why did you buy it then?
Seller_FcJ62CpbWSlbK
It's not about honestly admitting a mistake was made. It's all about getting a free return. If the seller sent the wrong item, the seller pays the return shipping and sometimes in the wisdom of the Amazon helper, an automatic refund without a return is given. If the buyer admitted he ordered the wrong item, the shipping is on him/her. And that is a fact all buyers know very well.
Seller_E8mL3eW2WFX39
The reason this happens is that customers know choosing "wrong product sent" means free return shipping. I think sellers should have the option to offer free return shipping to avoid the penalty for this. The customer will lie to get their way and honestly a seller like me doesn't really care. I am more worried about the hit the product takes so just let me opt in to free return shipping.
Seller_r9wMm8LrE5iKj
It's not even that buyers have learned this behavior, they're actively steered towards it in the UI for returns. Amazon is at least as much to blame for this as customers are ... it's failing by design.
My least favorite of all of these is "charge not authorized". (A) It's more shenanigans designed to make us pay for their customers, and (B) Amazon handles all aspects of payment, and we have no ability to run fraud tools or other sanity checks on payment. How we're to be held responsible for that is beyond me.
The next time Amazon says "we love our sellers" or "we're good for small business" they can just straight up s*ck my w**nie. I'm tired of this lip service (of the wrong kind).
Seller_w6aLwkKdfu3L0
Unfortunately this is the issue with the "customer is always right"
If you are getting a lot of returns for the item, you'll have to examine the listing and see if there are anything that can be changed to reduce returns. If you are unable to change or clarify, you will have to decide if it is worth it to continue to offer that item and risk account status with all the negative effects multiple returns on that ASIN has.
When that happens with us, we just stop offering on Amazon and sell elsewhere and adjust inventory to match demand.
Seller_4HsL3GZbyDLea
This is a very old issue. The real cause is that Amazon wants us sellers to socialize their losses due to their return policy which allows customers to order recklessly without any ramifications. Amazon creates a policy in which recklessly stupid customers can make constant ordering mistakes and/or change their minds and you and I foot the bill for the return. Nice, eh?
Then Amazon, in typical Amazon style creates an additional "Voice of the Customer" module in order to add insult to our injury. Because it's not bad enough that the customers are ruining you and I financially.. No. Amazon wants to increase our level of misery by letting the customer lie and blame us. Amazon is fully aware that their sociopathic and reckless customers are making all the dumb mistakes, but it's just like Amazon to compound sellers' misery by pretending that it is our fault that their customers are reckless, greedy and/or stupid.
But you and I cannot fix stupid. And certainly we cannot fix customers' reckless indifference. American customers are doing what all people will do when faced with two options.. Admit they made a mistake and pay for their mistake? Or blame the other guy and avoid all personal responsibility?
Amazon Voice Of The Customer should be renamed to "Voice Of The Liar." It is not only a worthless app. It is a malicious app.
Seller_MpdYQceaCrnp7
We sell hardware and suffer from the same issue. Customer says all the time item not as described but the truth is they did not do their due diligence and read measurements, measure, or just ask simple questions to make sure it would work for them. The bots see one item returned several time and flag it and they we have to explain repeatedly why. You are right, it gets old real quick and people will lie and use any excuse to get out of paying return shipping costs.
