Buyer wants full refund afrer opening cream
Buyer bought 3 packs of body creams listed as one item. Opened one, had allergic reaction and now wants to send all back for full refund. As i am new in this situation im not sure what exactly should i do. It was sold as FBM. Do i fully refund or partually or do i even accept any returns? Thanks
Buyer wants full refund afrer opening cream
Buyer bought 3 packs of body creams listed as one item. Opened one, had allergic reaction and now wants to send all back for full refund. As i am new in this situation im not sure what exactly should i do. It was sold as FBM. Do i fully refund or partually or do i even accept any returns? Thanks
Seller_SITNVuZK87zGK
Provided it’s a standard return, the customer will have already been supplied a prepaid return label (charged to your account) and will be refunded in full when it is first scanned by Royal Mail or Evri. Depending on the return reason, Amazon may deduct the cost of the return label from the refund.
When you get the item back, you can make a safe t claim with amazon if the item is not in a complete condition (which would apply if 1 of 3 bottles was open)
An example of a standard return in Manage Returns looks like the below
31 replies
Seller_77IcbQKVGdZo0
You ask them to raise a return request via their Amazon order page. You leave it at that and only refund when you receive the items back.
I don’t think they can really send back an open cream just because they had an allergic reaction. I think you would be in your rights not to refund for the open one.
Is it your own product or is it a branded product? If it is your own product what testing have you done to make sure the product doesn’t cause reactions?
Seller_esvgLzKXw2YAl
No, most products are from reputable suppliers.
By selling something that you have bought in a supermarket, you are effectively selling it as second hand.
Any kind of warranty etc is void for the second purchaser.
If/When Amazon request invoices, they will expect them from a Manufacturer/Distributor/Wholesaler and not another retailer.
People do use retail arbitrage, but it’s not a model that you can grow particularly well, you will be very unlikely to sell a lot of products, particularly so on Amazon.
It is extremely time intensive.
Seller_zujMipSnXRpkM
oh yes i get what you mean now. What i meant is just an ordinary cream you can buy from supermarket, its not homemade or my own brand. But my question is because it was sold as a bundle (3 sealed creams) and buyer opened one. Because other 2 still sealed, do i partually refund or do not accept at all any returns as it was sold as 1 item?
Seller_SITNVuZK87zGK
If you follow the correct process, if returns are allowed on this item, the customer would open a return request, be provided a prepaid return label, they would be refunded in full on first scan (you can’t split out 2 of the 3 bottles as it was sold as 1 single item of 3 bottles).
You would then need to open a safe t claim with amazon for a partial return.
However, you should check first on the listing, to see if returns are even possible. It being a face cream, they may be exempt.
You may be able to convince the customer to return outside of the prepaid label system, in which case, a partial refund would be possible
Seller_esvgLzKXw2YAl
It probably is exempt, but not if the item is classed as defective, which is virtually certain when the customer opens the return.
Safest route, is probably a standard return, followed by a SafeT claim.
Seller_zujMipSnXRpkM
Returns are allowed on this product only if its unopened. Can i just reply to buyer saying i cannot accept returns as it was opened and as its a bundle item i cannot split it? Can Amazon refund them automatically full price even if its FBM?
Seller_SITNVuZK87zGK
Well they certainly could if the customer opens an a-z claim.
Thing is as Neil says, customer could claim item is defective (causing an allergic reaction could certainly be classed as that) so they would be able to return it - or it may even move a refund without return in that instance, similar products don’t make it clear.
Seller_zujMipSnXRpkM
Their reason for return is Performance or quality not adequate
Seller_SITNVuZK87zGK
Have they actually managed to open a return request then?
Seller_esvgLzKXw2YAl
The thing is, whatever reason the customer opens the return for, even if it is one where you can deny the return, if they are not happy, then all that will happen, is that they will open an A-Z claim.
You will then lose out entirely.
If returns are not allowed for that particular item, then it will actually tell you that on the return itself.
If it doesn’t, then it’s more than likely that it’s categorised wrongly and will allow the return anyway.
So at the end of the day, your better off just accepting it as a cost of doing business.
Seller_zujMipSnXRpkM
yes its open and as im very new to it i do not really get what i should do next. there is an option to refund or to contact buyer. i do not want to refund now, only when receive it back. do i need to do anything now? shall i contact buyer saying please send? do they see already return address?
Seller_NoMNQDGnEW5Bx
Did you definitely list on the right listing for the product you sent out? No chance of any different ingredients than listed?
Seller_GTQV2zDar8YQQ
You refund the customer ,write off the 3 products as defect .
(As you can’t send them to another customer for health & Hygiene reason )
It happens welcome ,to selling online .
Most sellers add a % for returns loss damages etc to each listing .
Hope that helps 
Seller_WIndmNYDp7rQF
Do you have test certificates to show that the ingredients are safe?
Seller_xUKHc5xSYJmI4
On the subject of returns wouldnt cosmetics fall under the following heading:-
Please note that you must return each item in the same condition in which you received it. This means that new items must be returned unused and undamaged . Used items must not have any additional signs of use or damage.
The same exclusions apply to our Returns Guarantee as for the right of withdrawal. The following products thus cannot be returned under the Returns Guarantee (unless defective):
- Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
Seller_sw9b06u9YxArX
Just a pondering, If the refund on first scan means its refunded anyway and you then go through a SafeT claim… is it sometimes better to refund with no return? Does the return count as an account defect? certainly youd be out of pocket return postage and couldnt resell the opened one anyway. I suppose it depends how much the items cost but if theyre not expensive it may be worth refunding just to keep your returns rate and product defects down?
