Important for sellers
hi a buyer is harassing me to to refund the item because they didn’t like it so I have asked them to return the item to us and then we will issue a refund. They said they want to keep the item for free of charge and they will not be returning the item as they cannot and they have already gifted it to somebody so I said we need to do a collection if that’s the case, I’ve strictly told them they cannot get a refund without a collection or return but they are misusing the Amazon platform by constantly asking sellers for free items and not to return the items how do I handle the situation? Have now left a negative feedback they are just abusing sellers if she files claim can I automatically do a courier collection at her address? At least the person she has gifted this item to would know she has gotten a refund for this: also she has left a negative feedback and once trying to appeal through feedback manage they sent a automated message and close the case that cannot be removed. This is a complete abuse for sellers. How many people agree to this? Something should really need to be done about this so this basically means sellers have to refund customers for free of charge just to protect their own account and customers will just abuse sellers
Important for sellers
hi a buyer is harassing me to to refund the item because they didn’t like it so I have asked them to return the item to us and then we will issue a refund. They said they want to keep the item for free of charge and they will not be returning the item as they cannot and they have already gifted it to somebody so I said we need to do a collection if that’s the case, I’ve strictly told them they cannot get a refund without a collection or return but they are misusing the Amazon platform by constantly asking sellers for free items and not to return the items how do I handle the situation? Have now left a negative feedback they are just abusing sellers if she files claim can I automatically do a courier collection at her address? At least the person she has gifted this item to would know she has gotten a refund for this: also she has left a negative feedback and once trying to appeal through feedback manage they sent a automated message and close the case that cannot be removed. This is a complete abuse for sellers. How many people agree to this? Something should really need to be done about this so this basically means sellers have to refund customers for free of charge just to protect their own account and customers will just abuse sellers
8 replies
Seller_ZJhFeE3tNKzfh
Sounds like you got a tough cookie. Could well be a dropshipper as well.
I would say...
- If there is an A-Z claim then you appeal with your evidence (that you cannot refund without a return)
- Report the customer
- @Winston_Amazon can someone help look at the feedback for this customer/ @Seller_KzFy77XsIOHz2you'll need to supply the case ID you have open for the feedback removal request
Seller_MT8rt0A2OpbCx
It's tempting to get into an argument, but best to keep your reply short and firm, but polite, along the lines of
"Thank you for your message, but I am sorry that we do not refund without return of the order in the condition that we sent it. Regards ----" Any further messages mark as no reply needed.
Also a similar reply to the feedback "Sorry but we haven't received the item back. As soon as we do, we can refund"
Seller_IQo80d99W2DzP
The trouble is Amazon do not protect you against blackmail.
Personally, I never give in to blackmail. Amazon will not remove the bad feedback though (Buyer often even puts in writing, but sometimes they phone us as well).
Provide a RMA number, returns address and you should be covered against an A-Z Claim at least (should! - but not always)
You can provide a pre-paid RM label, but I'd suggest they use Amazon's RM/Evri label, tell the Buyer to raise a RMA (as unwanted, Buyer Remorse), then they should get a label, unless you opted out. If you opted out, then provide a pre-paid label, make sure the Buyer knows if unwanted that they pay for the return postage and quote the cost (you do not have to do a collection, unless bulk/heavy item). They can book a collection on RM website if they want, if you provide the label.
PS - if a Drop-shipper is your Buyer, then you can post the actual end-user details and then they can inform you, as your details will be on all the information.
PPS - Include with all items sent a Packing Slip, with your details on it, then if a Drop-Shipper, Buyers often contact you to say why is the price £10, when they paid £15 etc. They will often then put in writing to you, and the Drop-Shipper rectifies.
Seller_KxriEzqwVH2RI
Please simply provide a prepaid return label to the buyer via Hermes, if they do not return the item you are not liable to refund them. If A-Z claim is open you can simply response to Amazon providing them with the tracking ID that they have not yet returned the item and it is against Amazon policy to refund the item without return. You will win the case, I have won many in the past where you have provided a prepaid label. For the negative feedback get in touch with Amazon customer service via chat and provide them all the details (i.e customer abuse and item not returned) and ask them to check via communication of buyer seller messages that we tried to resolve the issue but buyer is being unreasonable.
Seller_PTena7LrLt9Wh
This buyer clearly knows how to play the system, its known as,
FEEDBACK BLACKMAIL
Don't worry buyers rarely view feedback.
Keep complaining to Amazon every single day, open new cases, it has worked in the past once you get through to an understanding human being.
Amazon if you read this allow sellers to block customers like Ebay.
Seller_9q2g5FJGs1LMf
Hi,
I have had the exact same scenario.
Customer bought a kettle and then decided it was a used kettle and sent me pictures which was indeed dirty (not in the condition we had sent this.)
However 163 emails later we still do not have the item back, her emails were coming 2-3 at a time early mornings 3am and then she started to phone me and rant over the phone, i had to block her.
customer insists that she should have a refund and keep the item as other sellers have provided her a refund.
We then asked for her to send the kettle back for the 50th time so we can check the serial number she then decided she would accept a partial refund . we did not give her the 50% she wanted so she put in a A-z claim (wait for it , it was in our Favor for a change.
She has left us a negative feedback and a Negative review which has not been removed.
The reason she does not want to send it back as it is unsellable and questions why i need this back and she is unable to post it back as she is too busy, however the drop off shop is 100yds away from her house.
I would let the customer go for the A-z and just state your case and hopefully amazon will be in your favor.
Best of Luck
Sakura_Amazon_
Hello @Seller_KzFy77XsIOHz2,
As @thirtythreeandathird mentioned, I would need a case ID where you requested a feedback review or reported your situation to Amazon.
Could you share it here?
Regards,
Sakura
