Dubious customer return
Hi Guys
Can I have your advice please? A customer has purchased a product 6 weeks ago from us and has just messaged me.
He is claiming that the lock on the product has snapped off but has said that “We were activating the lock in the correct way when it snapped.”
He then goes onto say:
"We are naturally very disapointed with its performance and as such requesting either a replacement or a full refund.
Please note, I have not written a product/seller review as of yet but we are an experienced and long time customer of Amazon and I would be delighted to do so."
The only way that I’ve seen the lock on this product break is by closing the product when the lock is in a closed position although naturally I cannot be certain that this is what has happened in this case.
How would you suggest I handle this one? What view are Amazon likely to take if he escalates?
Thank you!
Dubious customer return
Hi Guys
Can I have your advice please? A customer has purchased a product 6 weeks ago from us and has just messaged me.
He is claiming that the lock on the product has snapped off but has said that “We were activating the lock in the correct way when it snapped.”
He then goes onto say:
"We are naturally very disapointed with its performance and as such requesting either a replacement or a full refund.
Please note, I have not written a product/seller review as of yet but we are an experienced and long time customer of Amazon and I would be delighted to do so."
The only way that I’ve seen the lock on this product break is by closing the product when the lock is in a closed position although naturally I cannot be certain that this is what has happened in this case.
How would you suggest I handle this one? What view are Amazon likely to take if he escalates?
Thank you!
0 replies
Seller_EJIX7rqDNQJi2
If the order is no longer eligible to be returned, because 30 days after the last day of the EDD passed, you can deny the return.
Amazon doesn’t require sellers to accept ‘Out of policy’ returns and in case that the buyer opens an A-Z claim, it will be funded by them, without debiting your account.
Seller_Xa2l4jyGFTZdS
I would personally ask for a return and see for yourself what has happened.
Also for them to state “Please note, I have not written a product/seller review as of yet but we are an experienced and long time customer of Amazon and I would be delighted to do so.” I would class that as a threat to leave a neg if you don’t sort this out to their satisfaction and that I believe is an Amazon policy breach.
I would request a return that way you are seen to be helping as best you can and take it from there, it could well be legitimate, but you will see when the item arrives back with you.
Seller_YSVJTvJFHSin4
In fact, having thought about this further, I am quite certain that you should ask them to return it. Note that they are not asking to return it (they say they want a replacement or a refund). Asking for the return might be a way of calling their bluff (because they could be bluffing). But there’s no way you should simply say it’s nothing to do with you because of the Amazon 30-day returns policy, which is legally irrelevant here.
Seller_A8nweDFjCrjjn
Hi All
I found the following article from which that summarises consumer’s rights:
The difficulty with my case is that I would argue that the product was of satisfactory quality and the only reason that it’s broken is that the customer has misused the product.
I’ll await the photos from the customer and then make a decision how I’ll deal with it.
Thanks
Seller_t9axAefQD4v9m
I will be amazed if this is not customer damage, No one writes like that unless they are guilty of misusing something.
Seller_gUdvFbU0SYDeS
Regardless of the legal/moral obligations @Kika does seem to suggest a methodology which A) stops you getting any damaging metrics and B) the customer gets the required legal refund at no cost to you. The process might be underhand but knowing how many occasions Amazon or the system screws us sellers over I have to say it has its appeal.
Seller_YropdiN8t2UD4
This is just my preference, but if a product is out of policy I always refuse any Amazon return, but message the customer to handle it ouside of it (suggesting repair, rather than refund). I just don’t enjoy Amazon messing with and forcing their procedures on every warranty claim a customer makes.
This way I can get the customer to send the item where I need it to be sent, and get enough time to inspect/test/have it repaired. It also allows me to fully refuse a refund/replacement/free repair if the damage comes from buyer abusing the item without having to deal with support bots.
This may also help if you need to buy time for the purchase to get out of the 90-day feedback/A-to-Z window. 
Seller_y7wlA8Npjq1Or
I really don’t see what all the fuss is about! to me its simple. The item appears to be faulty to understand what caused that fault you need it back. Authorise a return for inspection by your technical department/may also be referred to the manufacturer. Add a note that if found to be a genuine fault you are happy to refund, If found to be caused by misuse you will make the goods available for collection as the warranty will be voided at that point. There are allot of ways you can word all that I find short and blunt and factual works best for me.
Seller_wRGBSSwJnzaDE
Ask them for a return so you can inspect it. That way you can determine whether it’s been improperly used, or if it is defective. Tell your customer that if it’s faulty you will either refund or replace, but if it’s misuse then the warranty is void.
The warranty lies with the retailer, not the manufacturer, though of course if the buyer agrees they can deal direct with the manufacturer.
You say that it can be damaged by improper closing, so in future perhaps include a small cover note detailing how best to handle the product.
Seller_QlN0mmCAFPtjZ
hmm … experienced in what exactly ?
seems like a thinly veiled blackmail attempt
