Customer Received Wrong Item - Sent it back empty
I accidentally sent a custom a wrong item. I sent them a drink and they ordered something else.
I approved their return request. We just got the drink back and the bottle is empty. They cracked open the lid (which is sealed) and poked a hole in the foil that protects the liquid. Meaning they broke 2 seals on a drink they did not want or order.
What are my rights as a seller when it comes to issuing a refund?
Am I allowed to deduct the cost of the drink from the refund?
Customer Received Wrong Item - Sent it back empty
I accidentally sent a custom a wrong item. I sent them a drink and they ordered something else.
I approved their return request. We just got the drink back and the bottle is empty. They cracked open the lid (which is sealed) and poked a hole in the foil that protects the liquid. Meaning they broke 2 seals on a drink they did not want or order.
What are my rights as a seller when it comes to issuing a refund?
Am I allowed to deduct the cost of the drink from the refund?
0 replies
Seller_OvL8C4BJWiuS9
You sent them the wrong thing in the first place, refund them.
Tatiana_Amazon
Hi @Seller_nOg8qfb6Fbg6E,
This is definitely a frustrating situation as it's never ideal to receive a returned item back in unsellable condition.
You can file a Safe-T claim for reimbursement of the materially different item that was returned to you. However, the Safe-T claims team will look into the faulted party for the return and "wrong item sent" means that seller must take responsibility for the return.
You can learn more about Safe-T claims and return reasons and faulted parties by visiting the two links below:
- Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network
- Return Reason codes for Prepaid Returns
Don't hesitate to respond to this post if you need any clarifications or have any further questions.
Tatiana
