Customer part refund? What would you do?
Need a bit of help on this one, Had a problem customer from the start, stated non delivery and opened a claim where i had to fight and prove delivery was made and claim was granted in my favour. Few days later customer said item wasn’t as described and sent pictures of some marks and said he doesn’t think used items should have marks etc. Granted i listed as ‘like new’ condition. I apologised and asked what they would like to do. The customer then opens a second A to Z claim for item not as described and i am informed I need to send the customer my return address etc to which I did whilst being in contact with the customer who suggested multiple times a part refund!
In the end i said to the customer if they withdraw the claim I can offer a max refund of £50 (item was £400) We went back and forth, customer said he wanted more. 5 days passed with no response from the customer and the A to Z team denied the claim, im guessing as the customer didn’t send it back. Now i get another email saying they’ll accept the £50 refund after the claim was denied and after i suspect they where taking there chances to see if Amazon will just issue them a full refund. Should I honour the refund I said i would issue, even though the customer didn’t actually accept it and tried to screw me over by waiting for Amazon’s decision, or just mark the message as no reply? Can they open the claim a third time?
Thanks
Customer part refund? What would you do?
Need a bit of help on this one, Had a problem customer from the start, stated non delivery and opened a claim where i had to fight and prove delivery was made and claim was granted in my favour. Few days later customer said item wasn’t as described and sent pictures of some marks and said he doesn’t think used items should have marks etc. Granted i listed as ‘like new’ condition. I apologised and asked what they would like to do. The customer then opens a second A to Z claim for item not as described and i am informed I need to send the customer my return address etc to which I did whilst being in contact with the customer who suggested multiple times a part refund!
In the end i said to the customer if they withdraw the claim I can offer a max refund of £50 (item was £400) We went back and forth, customer said he wanted more. 5 days passed with no response from the customer and the A to Z team denied the claim, im guessing as the customer didn’t send it back. Now i get another email saying they’ll accept the £50 refund after the claim was denied and after i suspect they where taking there chances to see if Amazon will just issue them a full refund. Should I honour the refund I said i would issue, even though the customer didn’t actually accept it and tried to screw me over by waiting for Amazon’s decision, or just mark the message as no reply? Can they open the claim a third time?
Thanks
0 replies
Seller_vNCdEuSLXp4kY
no , he was trying every way of testing the system to get item less , however has he left feedback yet ? Because i personally recon that you will refund £50 then get a negative for your troubles , customers seem to be getting away with a lot lately so will keep on pushing the boundaries and if they know how desperate we all are to not get a negative this will only get worse.
Seller_EJIX7rqDNQJi2
Absolutely don’t issue any refunds.
The claim got denied for a reason. Since the buyer firstly claimed INR and then changed the story to “Item not as described”, it is clear that he’s just fishing for discounts and free items.
Also, refunding after a claim was denied means admitting your guilt.
Seller_MFzLD0Rys6jOi
He gambled, he lost.
Please don’t indulge the scammers.
Seller_u4N7CLUxByftJ
Thanks for the replies everyone. I have marked the message and no response needed and will ignore an further replies. Hopefully the customer doesn’t manage to worm his way into a third claim but my metrics can take it if that happens.
Thanks again
Seller_x3BT9arv4ODzZ
Absolutely not, Amazon found in your favour which means they agree customer trying it on, we have had similar situations in the past, we have to abide by Amazon decision when it goes against us, so on this one customer needs to abide by Amazon decision also, they took this risk when they by-passed negotiating with you and went for an A-Z, obviously thinking they would get full refund, and keep the item, unluckily for them this one has back-fired. Take the win and relish it, they are very rare with Amazon.
Seller_u4N7CLUxByftJ
so a little update, a third claim for this order has now been opened today. I have no idea how and what for. It’s getting really annoying as £400 is now on hold to cover claims. I have a mind to email the customer a harsh email stating if they do not close the claim we will take legal action against them/ action fraud etc, but thinking this may look bad for us in amazon’s eyes.
Should i just wait until i hear from amazon? any advice on how to word my defence? Never had such a problem customer before.
Thanks
