Customer Damaged Product and wants to return
WE had a customer open a return on a £130 part citing insufficient quality. As it was inside 30 days we accepted the return and uploaded shipping label, however also contacted the customer to ask what the problem was as we had never had any issues before on this item. A day later he replies saying there was nothing wrong with it but he broke it while trying to fit it and he would be sending it back without its packaging as he had thrown it away.
Are we stuffed now i.e. we will have to refund him in full or as he has messaged us saying he broke the item will Amazon back us if we refuse to refund ? Never had this happen before and if it was a £20 part I would write it off but not for £130. Plus does anyone know the likelihood of Amazon removing any negative feedback should he chose to leave it.
Advise would be greatly appreciated !
Customer Damaged Product and wants to return
WE had a customer open a return on a £130 part citing insufficient quality. As it was inside 30 days we accepted the return and uploaded shipping label, however also contacted the customer to ask what the problem was as we had never had any issues before on this item. A day later he replies saying there was nothing wrong with it but he broke it while trying to fit it and he would be sending it back without its packaging as he had thrown it away.
Are we stuffed now i.e. we will have to refund him in full or as he has messaged us saying he broke the item will Amazon back us if we refuse to refund ? Never had this happen before and if it was a £20 part I would write it off but not for £130. Plus does anyone know the likelihood of Amazon removing any negative feedback should he chose to leave it.
Advise would be greatly appreciated !
0 replies
Seller_EJIX7rqDNQJi2
Don’t worry, you won’t be required to refund in full.
Since they mentioned that the product broke after being used and not that it arrived broken, you should inspect it’s condition once you receive it back and if you determine that the damage was buyer-faulted, you will be able to withold the cost of loss of value out of the refund.
Regarding feedback removal, comments which don’t meet the removal criteria normally won’t be removed.
