Customer refunded with no return
So a customer orders some wall mural items from us that have double sided sticky pads for attaching to wall.
They send message complaining the pads are not sticky enough and want a refund. I reply - apologise, explain we have never had such a problem before and suggest they could perhaps use blue-tak instead if they liked the item or return the item for a refund (at no expense as Amazon would issue a pre-paid returns label if they said item was faulty). I thought this was correct procedure in these circumstances.
A few days later they send another message simply asking for a refund. I repeat my message from above.
So they take it to A-Z and Amazon issue them a refund from my account and say it will count against my metrics.
So now customer has item and their money back and have a hit on my metrics. As item was not that expensive its just not worth my time or effort fighting it. But it does leave a sour taste in my mouth.
OK rant over
Customer refunded with no return
So a customer orders some wall mural items from us that have double sided sticky pads for attaching to wall.
They send message complaining the pads are not sticky enough and want a refund. I reply - apologise, explain we have never had such a problem before and suggest they could perhaps use blue-tak instead if they liked the item or return the item for a refund (at no expense as Amazon would issue a pre-paid returns label if they said item was faulty). I thought this was correct procedure in these circumstances.
A few days later they send another message simply asking for a refund. I repeat my message from above.
So they take it to A-Z and Amazon issue them a refund from my account and say it will count against my metrics.
So now customer has item and their money back and have a hit on my metrics. As item was not that expensive its just not worth my time or effort fighting it. But it does leave a sour taste in my mouth.
OK rant over
8 replies
Seller_ZOZTdubuqFBLp
I have had similar with my account.....however, it may be the case that the customer has not even seen your reply. I get plenty of buyers who dont even know where to look for messages in their account....people often change email address so the original email that the amazon account was set up with is not in use. Frustraiting i know....
Seller_CXZzNmiBs6rIQ
It happens to me a lot, where a customer complains about something that was clearly stated on the listing and they often manage to get an A-z claim without even contacting me first for a resolution. I'll even politely ask for a photo of the problem if there is one and I get no photo proof and Amazon give a full refund and no impact on metrics. Customers know how to work the system and get to keep items and get a refund. Rant over and its very frustrating
Seller_fA9Z67F3zI0kr
With Amazon sales, you have to work on the "BIG picture" work on your years sales and not the few customers that take the P**, or it will drive you mad.
It's not woth your time letting it go to AtoZ just refund move on knowing 5% of your total sales will be refunds and you might not get the stock back, then base your pricing on this, ie an extra overhead.
You still get your products in front of way more customer being on Amazon than your own website and you own site would cost far more in PPC.
