How to close a return when free replacement was requested and sent
Buyer requested a return when their package "arrived soaking wet" (my fault of course), and selected "replacement item requested". Amazon sent me an order for a replacement to this buyer at no charge. I filled it, and now the buyer has received it.
However, the return is still open. The buyer was issued a return label, but has not sent the item back as of yet, and does not respond to my messages. I don't expect to receive the item back, and am not happy about it but would like to just close the return and move on.
So how do I close this return request? There is no option for "replacement item sent" even though it is an option offered by Amazon, and Amazon sent me an order for it. The only options are a refund, item not returned, or request canceled. Obviously I'm not going to issue a refund. If I select not returned or request canceled, and the buyer eventually returns it, won't that be an issue?
Do I leave it open and have to look at the notice on my seller central for the next - what - 50 days? What is the proper way to handle this?
Thanks in advance for any advice!
How to close a return when free replacement was requested and sent
Buyer requested a return when their package "arrived soaking wet" (my fault of course), and selected "replacement item requested". Amazon sent me an order for a replacement to this buyer at no charge. I filled it, and now the buyer has received it.
However, the return is still open. The buyer was issued a return label, but has not sent the item back as of yet, and does not respond to my messages. I don't expect to receive the item back, and am not happy about it but would like to just close the return and move on.
So how do I close this return request? There is no option for "replacement item sent" even though it is an option offered by Amazon, and Amazon sent me an order for it. The only options are a refund, item not returned, or request canceled. Obviously I'm not going to issue a refund. If I select not returned or request canceled, and the buyer eventually returns it, won't that be an issue?
Do I leave it open and have to look at the notice on my seller central for the next - what - 50 days? What is the proper way to handle this?
Thanks in advance for any advice!
6 replies
Joey_Amazon
Hello @Seller_Uuh1lu5sKdtdI,
Thank you for posting here at the Seller Forums!
When you have a moment please share the Order ID associated with this issue.
Seller_4zBzdtgCyS9EI
the buyer has 30 days to return the original order. If they will not return it, their account is charged for the replacement order and you get paid. This may take another 30 days. If you received neither the return, nor payment for the replacement order after 60 days, open a case
Seller_ygA14zGfP8TKp
Even if its a replacement and the buyer failed to return the damaged unit, you can file a claim still with Amazon.
