Hello forum,

last Sunday a customer opened a return request for a book she bought from me, for "no longer needed". e request was granted automatically, as always, but it was also refunded, from my account (£40), without starting the return, that is, posting the book (it was Sunday).

The following day I sent a message to the client, with my usual instructions for a book return,

Then I contacted Seller Support, asking for an explanation for the refund without return.

The reply from SS was: "The refund was probably a mistake, you may start a safe-t claim".

On Thursday the book arrived, with my original parcel, opened and taped again, but the book had several visible bumps on the edges.

On Saturday I opened a Safe-t claim, for "good not returned in the same conditions", including pictures of the damage and explaining that the book had lost 90% or more of its value (very good copies are available for £4).

After a few minutes, the claim was granted for £12! I'm not happy to have lost a profit of £26 and being refunded with £12.

What do you suggest to do? Appeal? Thank you for your kind attention.

Guy