Customer returned used item, a-z
A customer purchased a new product from Amazon, then requested a return.
He returned a completely different product, which was filty (showing the signs of age), that was purchased in 2023 from our non Amazon shop.
We refused the refund and customer filled the A-Z, which he won.
Tried to work with support, as we are not safe - t eligible, providing as much information as relevant to the case. Our products are marked and each of our products have unique number.
Even with all photos and evidence provided, Amazon kept the decision.
So we are out of the money and the product.
What`s the advice in such cases, what do you guys provide to the support to win such cases ?
Customer returned used item, a-z
A customer purchased a new product from Amazon, then requested a return.
He returned a completely different product, which was filty (showing the signs of age), that was purchased in 2023 from our non Amazon shop.
We refused the refund and customer filled the A-Z, which he won.
Tried to work with support, as we are not safe - t eligible, providing as much information as relevant to the case. Our products are marked and each of our products have unique number.
Even with all photos and evidence provided, Amazon kept the decision.
So we are out of the money and the product.
What`s the advice in such cases, what do you guys provide to the support to win such cases ?
46 replies
Seller_kIukTwdhvntAp
" as we are not safe - t eligible, providing as much information as relevant to the case. "
That is a complicating factor for sure. For Safe-T I have a template of things to do but you covered it by saying you provided pictures. I send as many as they permit for any claims!
If you have opened any cases provide a number so any MOD that happens to drop by can look it over to see if they can help.
Without a case number in the posts it wastes time for everyone. I no longer tag anyone if there is no case #.
They have to ask for it and then wait for a reply from the poster and then the poster has to wait again for the MOD to find the case, and then more waiting.…
Seller_qKazf8TmYbJNO
What does that mean? How did you refuse a refund. you mean you did a 100% restocking fee?
Seller_zGoDlPZLneGhF
You cannot refuse to refund the customer. In this case you would charge the customer a 100% restocking fee for a "materially different" item being returned.
This would have been seen by the A-Z claims team and the claim would have been denied.
It sounds like you did not charge the restocking fee and they opened an A to Z. Which was likely automatically granted since the return tracking info shows "returned to seller" - next time charge a restocking fee.
Seller_Ha6JyVvDK6Ybs
We just had 112-3176448-3685009 where customer returned heavily used item clearly not same item shipped broken and missing packaging and specialty parts and we got a whopping $9.58 credited towards restocking even on an order which did not offer any FREE shipping either we were forced to eat shipping costs but guess who wins AMAZON is this practice is what makes them money! We made sure to make not of it and this customer will never get anything from us again at same time also makes you think that this is ok and maybe we sellers should start living by Amazons set examples they make as this must be ok to do right......
Seller_PTlxYn4jL0UAO
that happens to us 3 times per week.
150 dollar item on average, and at most you get 20 bucks back. And that's only if the SAFE T CLAIM works. Just have to eat the cost. You won't win.
Seller_3FXAl4uehXWDl
We had a similar issue last week. We only sell Drilled and Slotted Brake Rotors black powder coated. We had a buyer that is a (Business Buyer) used car dealer (Per the google maps photo of the address provided by the buyer) They opened a claim saying they were the incorrect products for the car and it caused premature wear. We had no choice but to accept the return. The return arrived and it was the original rotors and pads taken off the car that they returned. (Photo attached of what we received). I sent the buyer a message stating they inadvertently sent the original rotors back not our products. Hmm go figure no response? We issued a 0 Refund for this return and reported the buyer to Amazon. The response from Amazon was "In this regards, please be informed that the refund was issued from your account on 2/5/2025. In the future, we strongly advise to wait until you receive the item back before issuing a refund. Refunds issued by sellers themselves cannot be disputed through our SAFE-T seller reimbursement policy. In case you receive a Damaged or Materially different return, you will have the option of charge a restocking fee to the customer as part of issuing the refund. Please note that, you can charge a restocking fee in the following scenarios:" What? I issued a $0.00 refund. I do not think the Amazon rep even looked at anything.
Seller_CDrmo11gdIK3b
Ah, the joys of selling on Amazon! You get to send products to customers, let them use them, have them return them, pay for shipping both ways, pay Amazon to process the return, and then—just for fun—pay Amazon again to destroy the now-unsellable item. What a fantastic sustainable business model! 🙃
Joey_Amazon
Hey @Seller_a1uEWiswwVpNl,
Appreciate you participating here at the forums and bringing this matter to our attention.
Please, share the A to Z Claim ID associated with this order. I would like to review all the details and determine what options you might have to proceed with this issue.
Thanks,
Joey
Seller_aEzr9PjpfpuxN
You can not refuse a return instead you should be issuing a refund with 99% restocking fee
Once a customer files an A to Z claim you can no longer file a Safe T claim. That is why you immediately issue a partial refund to head this off
