Personalised item - Return request
Buyer order a personalised photo frame late last night.
Early this morning, I’ve made and personalised the item with the names - added tracking number at the time of dispatch.
Straight away after, a return authorised request for the reason - missed estimated delivery date and the message - delivery date too late.
I messaged buyer to say the item are personalised and already made to order, it will be delivered on the 26th July - is this date too late?
No reply as of yet. This item in question are not suitable for resale due to the personalised names.
I know by law personalised items are not refundable unless they are faulty. The item are in the mailing sack in my workshop waiting for Royal Mail collection this afternoon.
I never come across this situation before on Amazon and I’m also registered for Handmade at Amazon.
Personalised item - Return request
Buyer order a personalised photo frame late last night.
Early this morning, I’ve made and personalised the item with the names - added tracking number at the time of dispatch.
Straight away after, a return authorised request for the reason - missed estimated delivery date and the message - delivery date too late.
I messaged buyer to say the item are personalised and already made to order, it will be delivered on the 26th July - is this date too late?
No reply as of yet. This item in question are not suitable for resale due to the personalised names.
I know by law personalised items are not refundable unless they are faulty. The item are in the mailing sack in my workshop waiting for Royal Mail collection this afternoon.
I never come across this situation before on Amazon and I’m also registered for Handmade at Amazon.
0 replies
Seller_EHYOwAkoZV3Hb
The relevant portion of the Amazon Returns Policy is thus:
Customised Products
For items with customisation options, including any product configurations, image personalisation, text inscriptions, or designs (such as engravings, monograms, embroidery, or embossing):
You must notify the third-party Seller within 14 days of receipt.
- If the item contains personal configuration, inscription, or design on these products, the third-party Seller is not required to accept returns or exchanges unless the products are damaged or defective upon arrival.
- If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party Seller, you are protected per the Amazon A-to-z Guarantee.
- All product packaging (such as boxes) must be returned with the item.
Seller_K8edOfPu9HEmN
A very sticky situation the buyer can’t return it as it’s not dispatched, but would they have been better with a cancellation and not a return request?
I can’t see a way around it, you’ve made it in good faith and therefore it’s now useless so either send it or throw it away and cancel.
Some would send it out regardless saying the request was too late to stop despatch 
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Seller_2qCfAPbXPAZn2
Just to add to the thread here
When an order is confirmed by a buyer but has yet to be shipped by the seller - the only option to the buyer within their buyer account on the order is to cancel the order (there is no option to request a refund/return on an unshipped order)
If a seller has confirmed an order as shipped, the system is designed to send an email to the buyer confirming this (this will include confirmation of the estimated delivery date)
It is only when an order is confirmed as shipped that a buyer has the option to request a return/refund (otherwise the button to do so does not appear)
For a buyer to be able to request a return/refund, this would indicate that a seller has confirmed the item as shipped from within their inventory, thus allowing the return/refund buttons to appear.
Rest assured, if the estimated delivery date (EDD) has not yet passed, a buyer cannot claim that the item did not arrive on time. The EDD would have been provided in the order details when they were placing the order and the seller is not to blame for the EDD provided by the system/shipping settings.
