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_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_DROodOAYHftnc
The customer needs to open a proper return request.
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
Seller_DROodOAYHftnc
Have you told your customer to open a return request ?
Seller_l78koE9kGCu59
No!
Easiest way to lose your account.
Seller_bIg7Vymse4t5a
search “CTPA Consumer Guide - Undesirable Effects” online. There is detailed guidance about what consumers need to do in the event of an allergic reaction.
With regards to refunding the buyer, she should NOT return the opened cream because the manufacturer may need it to find the batch. (It’s no use to you anyway, you can’t sell an opened cream).
Secondly, put yourself in the buyer’s shoes, how would you feel if you had paid good money for a product something, opened it, and found out you are allergic?
For the sake of good customer relations, you should offer to accept the return of the other two unopened creams but I would refund her for three not two.
If you don’t the chances are that Amazon will anyway and if your customer leaves a neg that impacts your account health and ultimately sales. It could leave you in a position where you’re not winning the buy box and your sales drop for a few weeks.
Is it really worth it for the sake of one cream?
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?
