Hi everyone,

I’ve just had a customer request a return with the following:

Return Reason: Missing parts or accessories

Comment: Hi spelt Wrong, can you send me what i writting to you? Just want to make sure was the mistake my side or yours

I’ve promptly contacted the customer to explain that the error is not on our part and we produced the product with the text supplied. I’ve requested the customer cancel the return request, but I’ve not heard back so far.

In the event of no response within 24 hours, If I was then to deny this return using the option of ‘made to measure items cannot be returned’, Am I correct in assuming there is nothing to be concerned about currently, with the ‘Returns Performance Dashboard’ with it not yet being a live metric at the moment? If I deny this request I will be just over the 2%.

I should not have to feel obliged to accept this return request and no doubt if I did my ‘Voice of the Customer’ would take a hit on that listing, because they’ve stated ‘Missing parts or accessories’

Return No.2

I’ve also had a return request for a different order which I was able to accept on this occasion. The customer has now changed their mind and wants to keep the order. I’ve now been left with on my Seller Central dashboard a return widget to process a refund for an order that’s now not being returned back to me. (Customer confirmed this via the Amazon messaging service).

Will this drop off at some point or will it remain there forever, or until the customer possibly cancels this return?

Thanks in advance for any help and assistance with this.