Damaged item and paid for expedited shipping
Hi
A customer has stated that their item is broken and sent me a photograph. I would normally issue a refund or replacement depending on their choice. This is a cheap item but expedited to France. Do we have to pay the expedited shipping costs back to the customer if they request a refund? I have seen this sort of thing happen before where people have purchased cheap items and then picked expedited shipping and then want to return the item and have the expedited shipping costs refunded, which I know we don’t have to but not sure how we deal with the broken expedited items.
Thank you
Damaged item and paid for expedited shipping
Hi
A customer has stated that their item is broken and sent me a photograph. I would normally issue a refund or replacement depending on their choice. This is a cheap item but expedited to France. Do we have to pay the expedited shipping costs back to the customer if they request a refund? I have seen this sort of thing happen before where people have purchased cheap items and then picked expedited shipping and then want to return the item and have the expedited shipping costs refunded, which I know we don’t have to but not sure how we deal with the broken expedited items.
Thank you
4 replies
Seller_EJIX7rqDNQJi2
Firstly, authorise the return, handle it in compliance with Amazon’s return policies and then, after receiving the item back, you will be able to inspect it and determine who was at fault.
Amazon only requires sellers to refund the Standard Shipping cost, any extra services are non-refundable. But this applies just in case where you weren’t at fault.
Seller_qZO3ZCjoBXEeL
If the item is faulty or damaged then yes, you are required to refund the order in full. You are only not required to refund the expedited portion of the shipping if it was a change of mind.
Seller_cBJpey0lOMZqe
Thanks
There is no point in paying for the item to come back to us as it would cost more than the item is worth
