Customer wants a refund before she returns goods
Hi
Has a customer that ordered some thing twice asked for a refund, i asked her to put in a returns authorisation which she did and i authorised it with a foot note saying as soon as we have the item back at our returns address we will refund the payment As per Amazons policy.(have not got a problem with that even if i will be out of pocket (Policy rules are policy rules)
Ok she is now asking for a refund before sending the items back and if i don’t she will open a case and leave me negative review(I assume she means negative feedback)
Any advice on what i should do, i am halfway thinking just refund her as when we get the items back we will only bin them, but i am worried if we cater to her demands what is stopping her leaving neg feedback any way.
I have added her message below…
Regards
TB
Hi,
I would like for you to offer me my refund. When I selected these items Amazon had told me my card had got declined. Although this was not the case and this is why I ended up buying these items x2 from your store. To ship it back to you will cost more money and I will not receive my refund until the end of next month.
I have recieved these items, they have been delivered but yet you have not updated this from your end. I ask you to issue me a refund out of goodwill and I will return these items back to you. If not I will make a claim and will leave you a negative review. This will be last time I make contact.
Many Thanks
Customer wants a refund before she returns goods
Hi
Has a customer that ordered some thing twice asked for a refund, i asked her to put in a returns authorisation which she did and i authorised it with a foot note saying as soon as we have the item back at our returns address we will refund the payment As per Amazons policy.(have not got a problem with that even if i will be out of pocket (Policy rules are policy rules)
Ok she is now asking for a refund before sending the items back and if i don’t she will open a case and leave me negative review(I assume she means negative feedback)
Any advice on what i should do, i am halfway thinking just refund her as when we get the items back we will only bin them, but i am worried if we cater to her demands what is stopping her leaving neg feedback any way.
I have added her message below…
Regards
TB
Hi,
I would like for you to offer me my refund. When I selected these items Amazon had told me my card had got declined. Although this was not the case and this is why I ended up buying these items x2 from your store. To ship it back to you will cost more money and I will not receive my refund until the end of next month.
I have recieved these items, they have been delivered but yet you have not updated this from your end. I ask you to issue me a refund out of goodwill and I will return these items back to you. If not I will make a claim and will leave you a negative review. This will be last time I make contact.
Many Thanks
58 replies
Seller_89fLakcUuS4UV
Don’t pander to the customers. Clearly state that is not how it works and quote the amazon returns policy.
Seller_GGByEa9ThBuw8
As you had received an order confirmation for 2 items, then surely the customer would have also received an order confirmation from Amazon for 2 items too, so they had an opportunity to cancel or correct the order before shipping.
This sounds like it might be a bit of a scam. I’d be suprised if they did return the items if you do refund them first.
Don’t cave. It opens you up to negative feedback but unfair and undeserved feedback is almost impossible to avoid anyway.
Seller_qHzcAWcsPVCfg
There is never any need to “stand your ground” like an immovable brick wall, no need to be negative.
Sympathise with the buyer re the “system error”, apologise that it is controlled by Amazon, and state you regret that you are compelled to follow Amazon instruction by their Terms & Conditions which insist the refund is actioned on receipt of the returned goods.
Add that you fully understand how the cost of return should not be paid by the buyer and recommend they make contact with Amazon, explain how their system created the problem and request they compensate for the return postage cost.
It is not often we can side with the buyer/scammer/fraudster and blame Amazon, so use the chance when you have it.
It may well be that the Amazon system did glitch and fooled the buyer into thinking the purchase had failed. It matter not whether she is at fault or not. Why not side with “the enemy” and hopefully by doing so avoid a negative feedback.
Seller_xDtaDZ1Iek9Fq
I will stand my ground as this is also feedback blackmail which you can report to Amazon.
just politely and firmly message once more, quoting the Amazon policy of refund upon receive item. Then leave it at that.
Seller_K8edOfPu9HEmN
Rule 1 never refund before you have the goods
Rule 2 If in doubt refer to rule 1
Seller_y7wlA8Npjq1Or
I will keep it simple
Don’t refund before return.
Report message for the threatening tone/blackmail.
Don’t communicate with buyer beyond the return .
Seller_yvmMCJG6r23Pc
Similar happened to me. Buyer wanted a refund without return. He game me another option that I pay him a wage to go to the shop to return it - all with a threat of A-Z and bad feedback if I didn’t. I raised to Amazon SS who said they understood and would support me.
I stood my ground and insisted he return before refund. He did as he said. When I asked for Amazon’s help they refused - even after an MD email. So now I lost the money and the book and have an awful feedback. As even fewer leave feedback (0.5%?) now that’s around 4% of my annual feedback (and falling - by my reckoning at the rate of current feedback it will be 6% by the time it falls off the end).
There are some “customers” who just know how to game the system - and they do it with Amazon’s complicit help.
Seller_9XWqPGRXeAg4Q
Not even The Pope would return after being refunded first
Seller_nJqs0T8gkrQn0
If you are going to ‘bin them’ when they are returned why don’t you just refund her now and walkaway? It will stop your metrics from being affected. What have you got to gain from standing your ground, a negative feedback, maybe an A-Z and filling up your bin!
I understand there is a principle here but if you cannot resell the goods and you are going to refund her anyway, what have have you got to gain by standing your ground.
