My 1st "Wrong Item Sent" but actually right item was sent - Best way to resolve?
As the tile says, I have a return (auto authorised) where the customer has said they were sent the wrong calendar. When the order clearly shows they ordered a different one. The one they got. Only I sell those calendars and that was the 1st sale of the new 2024 one’s. So I know full well I sent what they actually ordered.
What’s my next step? Do I communicate back? Do I wait for the return (if it does). Do I record the opening of the return? I’ve never had an A-Z (not that we’re there yet), so I’m unsure of the steps to take and in what order. Thanks.
My 1st "Wrong Item Sent" but actually right item was sent - Best way to resolve?
As the tile says, I have a return (auto authorised) where the customer has said they were sent the wrong calendar. When the order clearly shows they ordered a different one. The one they got. Only I sell those calendars and that was the 1st sale of the new 2024 one’s. So I know full well I sent what they actually ordered.
What’s my next step? Do I communicate back? Do I wait for the return (if it does). Do I record the opening of the return? I’ve never had an A-Z (not that we’re there yet), so I’m unsure of the steps to take and in what order. Thanks.
31 replies
Seller_esvgLzKXw2YAl
If a return has been opened, your only real option is for the item to be returned.
As to whether or not the customer actually received the correct item or not, though I’m not doubting you, is up for interpretation.
Basically Amazon will believe the customer first.
Obviously if the item sent back is something that you don’t even sell, you can do a part refund, or if it’s refunded at first scan, put in a safet claim for it.
It is possible, that the customer is just hoping for a straight refund…
Seller_ZjZ4slOF0jHpk
Ouch. The partial refund options are all awful. All put the blame on me.
Seller_DTufFoxJuMU0M
I wanted to refund a customer today who had simply selected a wrong option which caused them to pay too much for an order, the only options I had to offer a partial refund was basically how did I mess this order up…
I didn’t, the customer did, but my only options to refund were I sent the wrong item, I was out of stock, the item is materially different than my description.
I just wanted to offer a GOGW refund to a customer, but I have to literally hang myself to do it!
Seller_ZjZ4slOF0jHpk
It’s been a problem for quite a while. Especially now with these fecking auto returns/refunds, etc. Has there ever been a “Customer chose wrong return reason” option. Guessing not.
I’m confused about why it hasn’t been auto refunded though. It’s been auto-authorised, scanned and is on its way to me - and not a Handmade item. Does the refund just take a while? I have it under Pending in returns. And have an issue refund button. Where my only option (if I went ahead) would be “Materially different” with a warning of “You cannot apply a refund reduction for items returned in original condition.”. Every day I get more fed up selling here.
And it seems from the policies, I have to wait for Amazon to provide the refund before filing a claim for the postage. Net eligible for claims - “Orders for which you issued the refund to the customer.”
Would waiting for Amazon to do it not hit my metrics? Seems daft you can claim if Amazon refund (on your behalf), but you can’t if you refund.
Seller_L3WWDG20Yfq8U
Have you asked them to send a photo of the item they claim to have received, and also show your packing slip, or whatever is in with the item.?
Seller_ZjZ4slOF0jHpk
The return is expected back tomorrow. I have no photo of the inside of the package sent. I’ll only have video/images from opening the return.
I can only see two main options, but don’t know which is best. That listing now has a CX Health of very poor, despite knowing 100% I sent the right item. As a small seller, I am anxious about any issues as it only takes a couple before it could seriously affect my account.
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I do a partial refund (taking out the return postage cost). But my only option is to select “Materially different” and upload photos. I fully expect SS to fail to understand, if done this way - or has anyone successfully done this? Or,
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Leave it, wait for Amazon to do the refund (would that be another metric hit?), then file a Safe-T claim? Something I’ve never done. Never had an A-Z either - though I expect once they get a partial refund, they’ll complain. Or,
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Just give a full refund and take the defect.
I don’t know if 1 will work. And I don’t know if 2 will affect my account. 2 seems the least bad option, but I’m in the dark here. I can point & quote the return policies, so I know I can defend any claim. But as clearly seen from the forums, winning it is another matter.
I’ve never had this issue before. Just looking for advice on what’s best. Sorry if it seems I’m over-worrying on a piddly amount of money. I just find selling here very stressful and annoying - when you can’t just say the customer is wrong. FYI, the customer has not been in touch with me at all. Just the return request.
And yes, I’m having a nightmare 24hrs. Health issues, sliced two fingers open in 2 separate accidents and broken the leg on my drone so far. All whilst trying to get this nonsense out my head as it’s not (shouldn’t be) worth worrying about.
