Do I have to send replacements?
I have a customer who purchased 2 cases of light bulbs for 60 bulbs total.
They shipped via UPS with an outer-carton and padding. Packaged well enough that it would be darn near impossible to break a few of them let alone all 60.
But indeed, They buyer left a very vague message on a return authorization saying that every single bulb was broken (box okay, product damaged return code).. I contacted the customer simply saying sorry & that if the item arrived damaged, return them and you will be issued a complete refund.
Two days later I just new order with a zero dollar value saying replacement item to customer.
———-
***my main question is this*** what happens if I defy Amazon here and cancel the replacement request, telling the customer to do it the old-fashioned way. Send it back and you will get a refund. When it’s scanned.
my main concern here is that I’m about to walk into a trap where I send a replacement and then the buyer opens in A-to-Z claim when it is en route. I’ve seen it happen time and time again in the forums, and Amazon gives the sellers money back and lets the buyer keep all items.
Usually my main goal is to satisfy the customer, but I’m all but sure I have a thief on my hands and don’t want to make it easy for them.
Thanks for any thoughts or help.
Do I have to send replacements?
I have a customer who purchased 2 cases of light bulbs for 60 bulbs total.
They shipped via UPS with an outer-carton and padding. Packaged well enough that it would be darn near impossible to break a few of them let alone all 60.
But indeed, They buyer left a very vague message on a return authorization saying that every single bulb was broken (box okay, product damaged return code).. I contacted the customer simply saying sorry & that if the item arrived damaged, return them and you will be issued a complete refund.
Two days later I just new order with a zero dollar value saying replacement item to customer.
———-
***my main question is this*** what happens if I defy Amazon here and cancel the replacement request, telling the customer to do it the old-fashioned way. Send it back and you will get a refund. When it’s scanned.
my main concern here is that I’m about to walk into a trap where I send a replacement and then the buyer opens in A-to-Z claim when it is en route. I’ve seen it happen time and time again in the forums, and Amazon gives the sellers money back and lets the buyer keep all items.
Usually my main goal is to satisfy the customer, but I’m all but sure I have a thief on my hands and don’t want to make it easy for them.
Thanks for any thoughts or help.
9 replies
Seller_OvL8C4BJWiuS9
Either way the buyer will get the product or get the refund and/or leave a negative review.
Seller_4zBzdtgCyS9EI
Can't win. Amazon wont let you. Buyers win, unless they steal from Amazon, but they are NOT going to protect you.
Seller_07r7BysxSWRRS
See if a return label was generated for the buyer. Last month, for the first time ever, we received a $0.00 replacement order that we fulfilled. In our case, we expect the customer will return the original item we sent them. So far they have not returned the original. We did some digging into Amazon policy and after 30 days we should be paid for the second item, if the first is not returned. We don't know yet if this will happen automatically, or through a SafeT claim. We still need to wait one more week to see.
Joey_Amazon
Hello @Seller_VGta8d1MQayJt,
Thank you for posting here at the Seller Forums!
I noticed this post is from 2 weeks ago, sorry for the delay.
How did you decided to proceed with this case ? If you wish, please share the Order ID in order to provide you with best practices.
- Joey
