Wrong item sent back by customer - what do I do now?
Hi guys,
So I've had a customer wait 50 days to return an order and instead of my item they sent me back a used looking powerbank...
Luckily as she waited this long the system didn't give her an automatic refund.
But I am not sure what to do about the open return now??? Obviously no refund is due as she returned the wrong item not to mention well outside of the 30 days return window...
I tried sending her multiple emails but no reply at all.
I note on a return there is a complete button but i don't know what that does - would it close the return WITHOUT a refund or would that refund her?
Do I just leave it and ignore it?
Do I refund 1 pence with a note wrong item returned?
Not to mention that we got charged for the return label as she claimed the website description was not accurate and the nail clipper she bought from us for her pet was supposedly the wrong size for her pet because of that.
Thanks!
Wrong item sent back by customer - what do I do now?
Hi guys,
So I've had a customer wait 50 days to return an order and instead of my item they sent me back a used looking powerbank...
Luckily as she waited this long the system didn't give her an automatic refund.
But I am not sure what to do about the open return now??? Obviously no refund is due as she returned the wrong item not to mention well outside of the 30 days return window...
I tried sending her multiple emails but no reply at all.
I note on a return there is a complete button but i don't know what that does - would it close the return WITHOUT a refund or would that refund her?
Do I just leave it and ignore it?
Do I refund 1 pence with a note wrong item returned?
Not to mention that we got charged for the return label as she claimed the website description was not accurate and the nail clipper she bought from us for her pet was supposedly the wrong size for her pet because of that.
Thanks!
7 replies
Seller_lljyzgTxr5fgI
You would open a SAFE-T claim, on this occasion as you did not receive back the item that you sent. Hopefully the steps below will help you :)
Steps to file a SAFE-T reimbursement claim:
Once you know your order qualifies, here are the steps to file your claim:
From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
Click File a new SAFE-T claim, in the top right-hand corner of the page
Enter the order ID for the return and then click Check eligibility.
If your order is eligible, proceed to the next step. If not, there’s no appeal option to request the claim be filed and reviewed for the order ID.
Select the reason that best describes your case for your reimbursement claim.
Attach all necessary support documentation if applicable , then click Submit Safe-T Claim. You will receive an e-mail confirming receipt of your claim.
Seller_lljyzgTxr5fgI
Fingers crossed indeed. Good luck :)
Seller_lljyzgTxr5fgI
Sorry to hear that (though not totally unexpected, unfortunately). Maybe go down the route you were thinking ealier, ie refund 1p !
