The item was sold in random color, but the customer wants to return
Hello everyone,
A customer bought 2 of the keychains and sent me an E-mail says that she thought it would be 2 in differernt colors, because she received 2 keychains in the same color. I told her that I wrote ‘‘random color’’ in the title and descprition. So she might receive 2 keychain with the same colour.
Then she sent me another E-mail, and said that she want to return them. I replyed that she can keep them or reselling them. I can refund part of her money. Because the postage will cost a lot and those keychains were so cheap. I asked her if she could accpet that.
Today she replied: “What shoddy service, don’t except returns what a load of bull.
Is that how u make your money, but sending what ever u like and then not allowing returns.”
I was afraid that she might open an A-Z claim, so just gave her a full refund.
This customer is already hard to deal with… What should I do if next time I met the same thing? Many thanks.
5 replies
Seller_xDtaDZ1Iek9Fq
Should accept return as change of mind. Depends on how much item is, just refund as good will.
Seller_EJIX7rqDNQJi2
You are not allowed to sell items in random colors. The product, which you shipped to your buyer needs to exactly match the listing. The exact color needs to be specified in your listing.
I would advise you to read the Amazon product page guidelines, so that you prevent having such issues in the future:
https://sellercentral.amazon.co.uk/gp/help/200270100?language=en_GB&ref=ag_200270100_cont_G200390640
Seller_EHYOwAkoZV3Hb
Notwithstanding what the others said, you must accept change of mind requests within 30 days.
But usually return postage is paid by the customer and I don’t think that keychains are in a category where returns are free (yet).
So when the customer realised that had to pay return postage, they may have changed their mind and kept them.
Regarding the colour, whether permitted to send random colours or not, it would have been good customer service to send 2 different colours. Place yourself in the customer’s shoes, would you be happy with a keychain for you and a keychain for your partner in the same colour?
