Customer asking for replacement
Good morning everyone,
A customer has asked for the replacement of an advent calendar because today day 11 is faulty (that the clay is dried out).
I have asked her to return and I’ll issue a refund upon receipt in line with Amazon’s refund policy.
She replies that she can not return because it is an advent calendar and returning it will mean her daughter will be left without one and this will upset her.
How can I resolve this please?
Thank you for your responses
Lookzy
Customer asking for replacement
Good morning everyone,
A customer has asked for the replacement of an advent calendar because today day 11 is faulty (that the clay is dried out).
I have asked her to return and I’ll issue a refund upon receipt in line with Amazon’s refund policy.
She replies that she can not return because it is an advent calendar and returning it will mean her daughter will be left without one and this will upset her.
How can I resolve this please?
Thank you for your responses
Lookzy
25 replies
Seller_lljyzgTxr5fgI
Return and refund / replacement is the normal and correct procedure. However, does the faulty dried out clay affect the remainder of the advent calendar (ie, does it build up into a construction where all 25 parts are needed). If each door of the advent calendar is a stand alone piece of clay then I would probably just offer a partial refund (maybe 50%) without the need to return the item? Some people do take the biscuit, of course, but at Christmas would you want the hassle afterwards? Probably not.
Seller_mBENc0rmDmw5W
In this instance I think the customer has a valid point. Can you not as a goodwill gesture replace the item and request she returns the faulty one on receipt of the replacement?
Or offer a partial refund …
Seller_bhSWqoVh7Pn98
I would offer either 50% off as the 1 day will not affect the rest.
Or, a once off replacement and she can keep the one she has (or you can ask for the return, which has to be at your cost, so is it worth it?)
Can you check the new one?
Made by you, or bought in?
If you have some left they won’t be any good now anyway as part way through December, so post one to her I guess.
How much are they?
Seller_FBy6XrR1Pz3vv
I would ask her to continue using the advent calendar until after Christmas to ensure that she is happy with all the other items. After Christmas she could return the empty calendar with any faulty items for a partial refund. She will probably ask how much a “partial” refund would be and I would ask her what she thinks would be reasonable…often it is less that you think!
Seller_AYAgrDtnEc5Pc
You do not replace a part of a whole when an item is faulty… see intended use and right to return faulty purchases.
Customer has up to 30 days to return an item once a return has been applied for via Amazon. Then there is the Christmas extension.
Personally i would ask if the customer wants a replacement or a refund, in both cases advise them they can return the item after Christmas 
then act accordingly
Seller_eQHVZA2mxkNR6
I’d look at it from the customers point of view. If I had a daughter upset because her advent calendar was faulty I’d be upset too because at the end of the day we are all protective of our children, I would want something doing quickly to stop the upset, this is all mutliplied by the time of year too. So I’d send a replacement straight away appoligising to the customer. I’d wish them merry christmas etc etc, make them very happy and sit back and wait for the positive feed back that is probably more valuable than the price of the calendar and could gain you extra sales, especially when the other option is to sit back and wait for the negative feedback which could cost you sales. Look at the long game.
