Return issue - refusing to return with label
Hello all
Advise needed
I am having an issue with a customer.
She or he not clear.
Sent a message via amazon cs to say garment looks grey and like a rag. Want a full refund.
I email a free label to return item back. They came back and said they have no printer.
I then asked for images. They came back and said they cant attach images and dont know how too.
Ok so i asked them to whatsup image to me.
So they send me 2. One a blurry pix elated image of a cream item which does not look like the one ordered. The second image of a pure white item which is the correct item and not grey in any way.
I sent the images back to the customer email box via amazon and said will contact amazon for advise.
I then emailed to amazon customer service and seller performance for advise.
I would refund to get off the stress, But in most cases when i have issues which we get now and then. I email a label customer returns and we refund in full. As i was writing this message i had a call from amazon customer service.
I must say the service i got from the amazon customer service staff was amazing and very supportive.
The customer was on the other line and the rep wanted me to explain to the customer why the refund cannot be issued until returned. However, the customer started arguing with me and refused to return item. I kept my cool. She continued to blow saying she has been on the phone for a week and not getting her refund. she no longer can wait and wants refund today. However, she continued to throw abuse at me and the stopped the call and told her to wait while she spoke to me.
She said i cannot understand why i cant be refunded as item is like a rag and grey. However image attached it is pure white and as the style should be. She refused to return back in any way. i asked her to send back via post office standard second class and we will refund the amount once inspected. She refused to do this too.
So i understand and explained to the customer service rep that she clearly has done this many times and knows what to do, She did agree and understand and i said to the rep do you understand if she gets away today and she will continue to do this for every order she makes.
The amazon rep explained that if the customer request me to open a to z she will have too. And she also said that it will likely be closed by amazon if i sent label and or amazon funds it.
I said i understand this and i will wait for seller performance reply and see what they say before a refund is issued.
I can see from this that this lady is clearly good at this and done many times before.
The rep was so nice and said i will explain the return policy to her and tell her to wait.
However, i appreciated this seller support rep ringing and explaining everything. She did not open a claim and spoke to me a good 30 mins and we both decided to refund her explain it will be a once off and will not happen again and she will have to return items. And that her account will be monitored for refunds, but the refund will be done once and after the seller performance send a reply back to me. She wasnt willing to wait on waiting any longer as i said to the customer i emailed the images to amazon customer service for advise. I think this ticked her off and she rang customer service and said why is amazon not refunding me on this i called them.
So this is a clear case of amazon seller support working with a seller. Hats of to the rep but the customer was trying it on and this is perfect of a claim not opening as she may have opened so many already.
But bullying her way for a refund. The rep was nice and she was traumatized my this customer too as she was so rude. The refund is not dome and i will be waiting for amazon customer service to get back to me on this one.
Also the fact that her email inbox is full and all emails bounce back again and again and she cant get emails.
I will be honest in all the years ive been selling on amazon ive not had this time of customer who refuses to send item back and makes so many excuses and insists on a refund.
I clearly informed her that the refund will not be done until i hear back from performance.
at the moment i have not refunded and i am inclined to wait for the claim and make all this point in the claim. i know amazon will refund it or it will be closed. but i want to see how they address this
Return issue - refusing to return with label
Hello all
Advise needed
I am having an issue with a customer.
She or he not clear.
Sent a message via amazon cs to say garment looks grey and like a rag. Want a full refund.
I email a free label to return item back. They came back and said they have no printer.
I then asked for images. They came back and said they cant attach images and dont know how too.
Ok so i asked them to whatsup image to me.
So they send me 2. One a blurry pix elated image of a cream item which does not look like the one ordered. The second image of a pure white item which is the correct item and not grey in any way.
I sent the images back to the customer email box via amazon and said will contact amazon for advise.
I then emailed to amazon customer service and seller performance for advise.
I would refund to get off the stress, But in most cases when i have issues which we get now and then. I email a label customer returns and we refund in full. As i was writing this message i had a call from amazon customer service.
I must say the service i got from the amazon customer service staff was amazing and very supportive.
The customer was on the other line and the rep wanted me to explain to the customer why the refund cannot be issued until returned. However, the customer started arguing with me and refused to return item. I kept my cool. She continued to blow saying she has been on the phone for a week and not getting her refund. she no longer can wait and wants refund today. However, she continued to throw abuse at me and the stopped the call and told her to wait while she spoke to me.
She said i cannot understand why i cant be refunded as item is like a rag and grey. However image attached it is pure white and as the style should be. She refused to return back in any way. i asked her to send back via post office standard second class and we will refund the amount once inspected. She refused to do this too.
So i understand and explained to the customer service rep that she clearly has done this many times and knows what to do, She did agree and understand and i said to the rep do you understand if she gets away today and she will continue to do this for every order she makes.
The amazon rep explained that if the customer request me to open a to z she will have too. And she also said that it will likely be closed by amazon if i sent label and or amazon funds it.
I said i understand this and i will wait for seller performance reply and see what they say before a refund is issued.
I can see from this that this lady is clearly good at this and done many times before.
The rep was so nice and said i will explain the return policy to her and tell her to wait.
However, i appreciated this seller support rep ringing and explaining everything. She did not open a claim and spoke to me a good 30 mins and we both decided to refund her explain it will be a once off and will not happen again and she will have to return items. And that her account will be monitored for refunds, but the refund will be done once and after the seller performance send a reply back to me. She wasnt willing to wait on waiting any longer as i said to the customer i emailed the images to amazon customer service for advise. I think this ticked her off and she rang customer service and said why is amazon not refunding me on this i called them.
So this is a clear case of amazon seller support working with a seller. Hats of to the rep but the customer was trying it on and this is perfect of a claim not opening as she may have opened so many already.
But bullying her way for a refund. The rep was nice and she was traumatized my this customer too as she was so rude. The refund is not dome and i will be waiting for amazon customer service to get back to me on this one.
Also the fact that her email inbox is full and all emails bounce back again and again and she cant get emails.
I will be honest in all the years ive been selling on amazon ive not had this time of customer who refuses to send item back and makes so many excuses and insists on a refund.
I clearly informed her that the refund will not be done until i hear back from performance.
at the moment i have not refunded and i am inclined to wait for the claim and make all this point in the claim. i know amazon will refund it or it will be closed. but i want to see how they address this
0 replies
Seller_EJIX7rqDNQJi2
If the buyer told you, that she doesn’t have a printer, you should have provided her your return address.
I agree, that it is nice that the Customer Support called you with the buyer on the line, so you had the opportunity to communicate with her. But still, nothing was resolved if you refunded in full for a discretionary return reason, while allowing her to keep the items for free.
Next time she will do it to another seller. And no, her account won’t be monitored for refunds.
Seller_qHzcAWcsPVCfg
You only encourage a bully to continue with the bullying when you don’t stand up to them.
You had a perfect opportunity to do so but didn’t. What a shame.
Seller_2BrPSydGy6oyq
I really don’t see how this was correctly resolved, clothing is free return for any reason, even a change of mind, you provided a return label, if the buyer has no printer, then easy to email to a friend that has one for them to print, otherwise the buyer can take it to the P.O. pay for the return and get the postage refunded on it’s return.
The buyer has again managed to extract a refund and a freebie, so will do it again on other sellers as it works, even by involving Amazon.
Seller_ej5p919WemvyD
I agree - for amazon the problem was solved… and you lost:> Anyway good they called.
Seller_qLdmLoONeCzHn
I can’t see this was a good resolution to be honest.
The buyer has a hand and a pen to write your address and return the item.
The rep was also traumatised by the buyer?
So the buyer has a freebie, you are out of pocket and the rep is traumatised.
Seems a ridiculous outcome to me.
Your post states you want advice yet you went ahead and refunded with none.
Seller_k07x09wX75QDZ
Ask her to return using Royal Mail and refund that along with initial costs on return.
Seller_6sxtIS0RbZ5k7
Can you print the label and post it to her?
Seller_64jziShTiTjOq
As others have said, don’t refund until you get the item back
Seller_6sxtIS0RbZ5k7
It costs 25p to print something at the local library but no doubt she will say she doesn’t live near a library/can’t drive/doesn’t have any sellotape.
I’m glad you’re sticking to your guns and that Amazon are supporting you, hopefully her card has been marked.
Seller_N6BdnTb7YT1X8
The scammer could have taken her mobile to their local sorting office and asked them to print the label off for them.
