if I send a replacement product but they don't return the item being replaced, do they get charged for the replacement?
Customer has requested a replacement plant for the one that we sent that was damaged.
When they request replacement it creates a new order for us in our orders. A replacement order.
If I send the replacement product but they don't return the item being replaced, do they get charged for the replacement and it goes into my payment account?
or?
if I send a replacement product but they don't return the item being replaced, do they get charged for the replacement?
Customer has requested a replacement plant for the one that we sent that was damaged.
When they request replacement it creates a new order for us in our orders. A replacement order.
If I send the replacement product but they don't return the item being replaced, do they get charged for the replacement and it goes into my payment account?
or?
0 replies
Seller_i6S8knzW6zU6Z
Hi @Seller_5S77ehtlGIA21,
For damaged plants, you have two options - and given the nature of your product, the second option likely makes more sense:
- Standard replacement process: According to the 'Replacements for seller-fulfilled returns' page, when you send a replacement, it's a "zero-value instant replacement order." If the customer doesn't return the original damaged plant within 30 days, you'll automatically get reimbursed (this appears in your Payments page about 7 days after the 30-day period).
- Returnless replacement: Since you're selling plants, setting up "returnless replacements" is probably more practical (see the 'Returnless resolutions for seller-fulfilled returns' page). This allows customers to keep the damaged plant while you send a replacement - saving you from dealing with returned plants that can't be resold and reducing shipping waste.
I hope this helps.
