Customer after a refund for damaged item, can't supply photographs or return
We have a customer who has contacted Amazon twice regarding their order, despite us replying directly to them, they seem to be using Amazon Support to communicate.
They got in touch last week to say
The item has arrived, but it was damaged and it spoiled the customer’s carpet.
We double bag all of our salt, and have never had an outer bag damaged (and we send 700+ to 1000+ a week), so I’m not sure how this ended up that damaged both inside and outside, but anyway… We asked for a photograph of the damage or of the bag/packaging to show the damage there. No response, days later:
The package of the pond salt was damaged and thus damaged the carpet of the Cx and Cx would like to have a refund for the order as he couldn’t use the product as it was totally damaged.
We sent a separate message “additonal info required” stating we had responded twice, and as we can’t ask for a return to inspect, could we have photographs of the damage.
We have had this response this morning:
Morning i don’t have the package now it has been bin but this is the 1 st time this has happened when I have bought of you
Not quite sure what to do here, its not a mega expensive order, but it is £12.
Any advice on how to respond would be helpful? Should I just take the hit and refund?
Customer after a refund for damaged item, can't supply photographs or return
We have a customer who has contacted Amazon twice regarding their order, despite us replying directly to them, they seem to be using Amazon Support to communicate.
They got in touch last week to say
The item has arrived, but it was damaged and it spoiled the customer’s carpet.
We double bag all of our salt, and have never had an outer bag damaged (and we send 700+ to 1000+ a week), so I’m not sure how this ended up that damaged both inside and outside, but anyway… We asked for a photograph of the damage or of the bag/packaging to show the damage there. No response, days later:
The package of the pond salt was damaged and thus damaged the carpet of the Cx and Cx would like to have a refund for the order as he couldn’t use the product as it was totally damaged.
We sent a separate message “additonal info required” stating we had responded twice, and as we can’t ask for a return to inspect, could we have photographs of the damage.
We have had this response this morning:
Morning i don’t have the package now it has been bin but this is the 1 st time this has happened when I have bought of you
Not quite sure what to do here, its not a mega expensive order, but it is £12.
Any advice on how to respond would be helpful? Should I just take the hit and refund?
19 replies
Seller_xFNy6AOedMagf
For low value items, asking for a return is not always cost-effective.
But I take the view that the customer should at least provide evidence of damage in the form of a few photos. I always dress it up with a few nice words along the lines of “we need either the goods or photographic evidence in order to make a claim with our couriers”. That makes it sound less like you’re accusing them of something.
The “it was damaged, so I binned it” is almost a copy & paste that fraudsters use when they just want the goods for free. In a worst case, scenario, if they launch an A-Z claim, you can defend it by asking Amazon to refund as soon as the buyer provides proof it has been returned to you.
Good luck !
Seller_5ia3Q2YxXVCxe
SO, if this customer buys from you regularly, - you can see all their previous orders via their purchase, then I suggest you send a replacement out, but state that you assume and accept no responsibility for any damage.
does that particular salt even damage carpets? wouldnt it be vacuumable?
Seller_EJIX7rqDNQJi2
Buyers are not required to submit official return requests through Amazon. The first message which you received demanding a refund was a valid return request.
You should have responded with your return instructions and not requests for additional information or pictures.
Once you do this, wait for the items to get returned.
Seller_nzOP4CDTAVG9a
Welcome to the club. Dishonest buyers are everywhere. Nevermind asking this lot for some help! Waste of time mate.
