Buyer Didn’t Return Item, Support Suggests Contacting Buyer—Need Advice
Hello Seller Community, I’m a seller-fulfilled seller struggling with a buyer who ordered a ~$100 Polaroid photo printer. They claimed it was damaged, got an auto-authorized refund (I must approve), but never returned the item. I sent multiple prepaid return labels and followed up several times via the Amazon portal, but the buyer hasn’t responded. The 30-day return window recently expired.Seller Support’s responses (via glitchy forms) are unhelpful.
The latest advises me to “work directly with the buyer” to arrange a return or send another prepaid label, then refund after receiving the item. This ignores that the buyer already ignored my labels and follow-ups. Support also mentioned auto-authorized returns provide my address without postage, but this doesn’t help since the buyer won’t engage.
Guidelines only cover damaged returns, not non-returned items. Has anyone faced this? Can I reject the return since the buyer didn’t comply? What about A-to-z claims? Any policy insights or Amazon moderator help would be greatly appreciated!
Thanks,
Buyer Didn’t Return Item, Support Suggests Contacting Buyer—Need Advice
Hello Seller Community, I’m a seller-fulfilled seller struggling with a buyer who ordered a ~$100 Polaroid photo printer. They claimed it was damaged, got an auto-authorized refund (I must approve), but never returned the item. I sent multiple prepaid return labels and followed up several times via the Amazon portal, but the buyer hasn’t responded. The 30-day return window recently expired.Seller Support’s responses (via glitchy forms) are unhelpful.
The latest advises me to “work directly with the buyer” to arrange a return or send another prepaid label, then refund after receiving the item. This ignores that the buyer already ignored my labels and follow-ups. Support also mentioned auto-authorized returns provide my address without postage, but this doesn’t help since the buyer won’t engage.
Guidelines only cover damaged returns, not non-returned items. Has anyone faced this? Can I reject the return since the buyer didn’t comply? What about A-to-z claims? Any policy insights or Amazon moderator help would be greatly appreciated!
Thanks,
4 replies
Seller_OvL8C4BJWiuS9
You can, at this point stop trying to engage if the 30 days have expired. That doesn't mean they can't file an A-Z claim though. Did you authorize the return?
Seller_kIukTwdhvntAp
"The 30-day return window recently expired.Seller Support’s responses (via glitchy forms) are unhelpful. "
If they contacted you BEFORE the 30 days was up that goes into suspended animation and might as well be a 1000 day policy at this time.
As @Seller_OvL8C4BJWiuS9 has asked, did you send a return label to them? I'm guessing yes, since you say "send another prepaid label".
Personally, I would sit tight and risk any negative feedback. Any A-Z is defensible as long as you provided a label and they refused to return the item.
Seller_nRFmxiQg4EGrw
Don't contact the customer any more unless they contact you first.
Don't issue a refund until the item is shipped back. You've done your part, now the ball is in their court. If they don't want to keep playing, that's on them.
If you're lucky, they may decide that they are too lazy to complete the transaction; or equally likely, they'll realize that when they tried to scam you, you didn't just give them the money.
Sunnie_Amazon
Hello, @Seller_QFQmWEgU6h0oE,
Thank you for stopping by the Forums with your concern. This is Sunnie, from Amazon.
I see you're going through a strange situation with your buyer. As your colleagues mentioned, do not apply a refund until you have received the item back, however, this also doesn't mean your buyer will not file an A-to-Z Claim or provide negative feedback, so keep an eye on those, in case you need to appeal.
Let us know if you have any other questions.
Best regards,
Sunnie
