Had to choose inaccurate reason for offering partial refund
A client contacted us to say she was very upset because while opening the package containing the $67.00 hardcover book she ordered from us she had put a slice down the book's cover. I imagine she used a razor cutter. I wrote back immediately saying I was sorry this had happened and asked her if she would be happy with a 10% rebate. She wrote back agreeing to this, and also admitted that what happened was her fault. The problem is that for partial refunds the seller must choose from a small selection of reasons for the refund. There is no option offered, as there is for a complete refund, for a "general adjustment". So to rebate this client the $6.70 I had to choose an inaccurate reason. I chose "didn't arrive in time". Unless there was something that I didn't see, can someone let me know how you deal with giving a partial refund for which the reason for the refund is not one of the options? I simply wanted to "delight the customer" as AZ asks us to do, even though this was not our fault, and I wanted to do it quickly so I didn't have time to ask the Forum what to do beforehand.
Had to choose inaccurate reason for offering partial refund
A client contacted us to say she was very upset because while opening the package containing the $67.00 hardcover book she ordered from us she had put a slice down the book's cover. I imagine she used a razor cutter. I wrote back immediately saying I was sorry this had happened and asked her if she would be happy with a 10% rebate. She wrote back agreeing to this, and also admitted that what happened was her fault. The problem is that for partial refunds the seller must choose from a small selection of reasons for the refund. There is no option offered, as there is for a complete refund, for a "general adjustment". So to rebate this client the $6.70 I had to choose an inaccurate reason. I chose "didn't arrive in time". Unless there was something that I didn't see, can someone let me know how you deal with giving a partial refund for which the reason for the refund is not one of the options? I simply wanted to "delight the customer" as AZ asks us to do, even though this was not our fault, and I wanted to do it quickly so I didn't have time to ask the Forum what to do beforehand.
0 replies
Seller_rGcQW1yb6ZWbC
I'm glad to hear you made your buyer happy with a 10% refund. Once you issue the refund, you can''t go back and change the reason. I don't think it matters at this point. The issue will not harm your ODR. This partial refun was between you and the buyer. Amazon will not hold the reason code against you.
In your case, I would probably have selected the option, 'Product received contains a slight defect and/or is damaged.' I would say though, if your buyer is happy with the transaction, don't give it a second thought. Unfortunately, there is no option such as, "Buyer was a bubblehead and damaged the producted when opening the package."
