Customer Returning items
I have had two orders in the last month from the same customer returned, one FBA and one FBM both have been returned stating wrong size, both were different items and different sizes and both were exactly as ordered. Yesterday I received another order from the same person for a similar item but yet again another size, this is an FBM order, not sure what to do any advice would be appreciated.
Thank You
Customer Returning items
I have had two orders in the last month from the same customer returned, one FBA and one FBM both have been returned stating wrong size, both were different items and different sizes and both were exactly as ordered. Yesterday I received another order from the same person for a similar item but yet again another size, this is an FBM order, not sure what to do any advice would be appreciated.
Thank You
7 replies
Seller_d8YGbIjNqwFxn
Wrong size doesn't necessarily mean you made a mistake. It could be the customer ordered the wrong size or the when they received item it didn't fit as expected. Although Amazon often see return reason Wrong Size as the seller being at fault!
If it is clothing the customer maybe just buying items to try on to see which they like and which fit.
You have a couple of options here.
You can cancel the order but you will receive a cancellation defect and if you are only a low volume seller this may put a warning on your account (unlikely to actually be suspended). The customer may also leave negative feedback.
You can ship the order and see if the customer returns it. If they do this is just a cost of doing business on Amazon.
Your only options are to cancel or ship the item. If it was me I would ship the item. It is not like the customer is being fraudulent in any way they are ordering and returning items all of which are within Amazon policy.
Seller_ZJhFeE3tNKzfh
if it’s clothing, it could be they are trying to find the right size and are struggling.
Your options as it’s FBM are…
- cancel the order, but you will get a strike on your Pre fulfilment cancellation rate
- process the order and send it
You could report the buyer, but you wouldn’t know if anything happened.
Seller_IQo80d99W2DzP
If you cancel the order, ALWAYS at least email the Buyer, put their details in the email, so they know genuone if you wish.
Inform them why you cancelled, otherwise likely to get a bad feedback as well.
Say what item and size do they want, as you will provide a link for them.
I would also suggest you turn off returnless refunds. I rather get all items back, even if a loss, as that stops many trying to get free items.
FBA = if no return in 45 days, then check and raise with Amazon as they refund you instead
EDIT: I have checked you on Amazon UK, you show no UK address, so if under £20 and FBM, we all know it is a free item, just have to say to return for any reason, even if unwanted. FBA should not be a freebie, but to return, however will depend on cost and return reason. I would add an address and all details on Amazon asap, I thought Seller Accounts were being closed down without those details in any case.
