FBA customer refusing to request a return — keeps demanding I send a replacement
Hi everyone,
I’m dealing with a tricky situation and not sure what to do next.
An Italian buyer reported that the product has some defects, but the photos they provided are very blurry and don’t clearly show any issues. I politely explained that since it’s an FBA order, all returns and replacements have to go through Amazon. I also mentioned that if they open a return request, they can either get a refund or a brand-new replacement — both fully handled by Amazon.
But the buyer keeps insisting that Amazon told them I have to replace the product directly. They didn’t provide any proof of this, and just repeat that I must send a new one myself.
What should I do in this case?
– Is it possible to ask Amazon to step in or escalate the case?
– Or can I simply stop replying at some point if the buyer refuses to follow Amazon’s return process?
Thanks in advance for any advice.
FBA customer refusing to request a return — keeps demanding I send a replacement
Hi everyone,
I’m dealing with a tricky situation and not sure what to do next.
An Italian buyer reported that the product has some defects, but the photos they provided are very blurry and don’t clearly show any issues. I politely explained that since it’s an FBA order, all returns and replacements have to go through Amazon. I also mentioned that if they open a return request, they can either get a refund or a brand-new replacement — both fully handled by Amazon.
But the buyer keeps insisting that Amazon told them I have to replace the product directly. They didn’t provide any proof of this, and just repeat that I must send a new one myself.
What should I do in this case?
– Is it possible to ask Amazon to step in or escalate the case?
– Or can I simply stop replying at some point if the buyer refuses to follow Amazon’s return process?
Thanks in advance for any advice.
4 replies
Seller_76AUwmqvSyRIM
As FBA, then without any doubt, it's the "stop replying" option.
Tell the customer that they must communicate to Amazon via their orders page and that any further communication with you will remain unanswered.
Xander_Amazon
100% - Directing the buyer through Amazon communication channels is the best protection and can be cited during an appeal process
Xander_Amazon
That is the correct pathway to report! Thank you.
