Customer demanding refund
I hope someone can help.
I am a private seller with a few listings selling my personal collection of books and oracle cards.
I have just had a message from a business customer that reads 'Quality not adequate. Please refund!
This item, a deck of oracle cards was in perfect condition and sold for £100!
I have no idea what to do…please help
Customer demanding refund
I hope someone can help.
I am a private seller with a few listings selling my personal collection of books and oracle cards.
I have just had a message from a business customer that reads 'Quality not adequate. Please refund!
This item, a deck of oracle cards was in perfect condition and sold for £100!
I have no idea what to do…please help
0 replies
Seller_VaGSBBB9pRzA5
You need to issue a return label within 24 hours of receiving anything like this. Once the item has been returned you need to refund the item. If the item has been used by the customer you deduct the devaluation price from the refund. If it hasn’t been used you need to refund 100%.
Seller_hYZkhO6pCFIls
Thank you for replying, I’ve looked but I can’t find how to issue a return label
Seller_xUKHc5xSYJmI4
If the customer not happy with the product ask them to follow the Amazon returns process.
To follow the returns process ask the customer to go to their order history select the order and hit return. Once the seller has approved the return repack the item in its original condition unused upon receipt the seller will refund accordingly.
Seller_I3E6fQQqOFqlF
You need to get them to start the return process, tell them there’s a link on their order. You will then get a message to authorise a return and once you have done that they will have been given a return label. I’m not sure if you have to pay for returns but explain to them that if the item is damaged you will add their return postage onto their refund.
Seller_z6B2L9xab6HlP
If you’re not providing a pre-paid return label, advise the customer which delivery service should be used and the maximum amount of postage you’ll reimburse (e.g. Royal Mail 2nd Class Large Letter or another postal service up to the value of 88p). That way if they try returning it using Special Delivery 9am you don’t need to pay an extortionate amount 
Also if it’s a change of mind return you don’t need to pay the return postage costs at all, but you can if you wish.
Seller_6sxtIS0RbZ5k7
Personally, for something of that value, I would ask for it to be returned via a tracked method and not try to keep it cheap. It may cost more but just for peace of mind.
Seller_bhSWqoVh7Pn98
Oh, a few good and a few not as good replies to you. Let me summarise after all we receive many returns every day.
The Buyer does not need to formally ask for a Returns Request and if you make them, they may just raise a claim against you and Amazon will refund everything, so you then lose out.
As you do not have a template that you use, you could say something like:
Hello,
I’m sorry that you wish to return your order.
Please return the items in the condition we supplied to you (please well package so they arrive safely with us).
Please return to: Your name, your address, your postcode.
When received back, as long as new, we will refund the item cost in full.
If unwanted, you may use any post or courier service (we do not cover that cost).
Should the item be faulty, please return using xxxxx Courier at £xx cost. Please forward the receipt to us and we will refund.
Please quote your name, address, and order number when you return the item.
Many Thanks,
Your name.
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Then if received back not in the condition that you supplied, you can deduct a fee (Amazon expect at least 50% refund, unless item is destroyed, major parts missing etc).
You can get bad feedback, or an A-Z Claim if you do not refund in full.
If the returns request was over 14 days from the date they received the item, then you do not have to refund the shipping to them, if under 14 days and the Buyer returned on time of up to 30 days, then you have to refund the shipping cost as well. Some Seller do not refund, but you are supposed to.
To note: items do not have to be sealed to be sold ‘new’ - but if something is usually sealed (eg a DVD has no wrapping, as would be usual) then a Buyer may complain. If they say not new, and you know it is not, then you sold incorrectly, it should be sold as used. If an issue, then you need to also repay the return cost, so tell them how to return and the cost. Eg: Parcel2Go is low cost and tell them to use Hermes Drop-off to store
To add, lots of Buyers choose a range of reasons, they hope you will pay the return courier costs. If unwanted, you don’t pay, the Buyer does (if you provide a label, that cost is deducted from the refund).
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Just to add, I’d learn a lot more if selling on here, as if not done right Amazon moan and the Buyer gives you bad feedback
Seller_5FDXsxtR9c2zC
Hi, Just exactly as Berty said
Unfortunately, as they are quoting the "get out of paying for the return "card “Quality not adequate” I think that you will need to supply a paid return label for them, but I am sure that someone will verify that that point if I am correct.
Seller_bPAwGI9nVTFDO
dear,we met the same problem as you,and we find no refund button in order page,no Manage Return part in seller central…very upset
Seller_hYZkhO6pCFIls
I’ve messaged the buyer twice, I’ve given them all the options either using the Amazon return method and explained how, or simply sending it back, I’ve supplied all my details and promised to refund on receipt of the item but I’ve had not response.
Is there anything else I should do and how long does the buyer have before I can consider this closed please?
