Customer return - replacement resolution
Customer started a return on expensive item (after leaving positive feedback rating for the order) saying the product arrived damaged, they picked the "replacement" option for resolution type. I received the new order with a price of $0.00 indicating it is a replacement for previous order. What do I do if the customer doesn't send back the original order? This has happened to me in the past where I send a replacement and the customer never sends back the original order, basically getting two items for the price of one. When I try to file SAFE-T it says not eligible because the seller (meaning me) was not debited. How do you handle this problem?
Customer return - replacement resolution
Customer started a return on expensive item (after leaving positive feedback rating for the order) saying the product arrived damaged, they picked the "replacement" option for resolution type. I received the new order with a price of $0.00 indicating it is a replacement for previous order. What do I do if the customer doesn't send back the original order? This has happened to me in the past where I send a replacement and the customer never sends back the original order, basically getting two items for the price of one. When I try to file SAFE-T it says not eligible because the seller (meaning me) was not debited. How do you handle this problem?
2 replies
Seller_DdmPiA1p1S2Wu
Amazon is supposed to automatically credit you the cost of the item if the buyer doesn't return it within 30 days.
Danny_Amazon
Hello @Seller_51DGkaOM3ADSq- thanks for the post. You can see situations covered by our SAFE-T Claim process on this help page, though it may also become necessary to file a claim with a return carrier in cases where a return is lost in transit. Have you reached out to the carrier at all yet if that is the case?
Thanks!
-Danny
