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Seller_9QB5Z1bfJDvXd

Customer states missing parts on return, I received the item and seems parts are broken not missing what is the best way to handle this so I can get some money back.

I shipped a new product, Customer returned 2 days after getting it and states missing parts. When I received the item , the parts have clearly broken off and should have been there. Overall the product looks used but no way this should of happened in 2 days. I suspect buyer sent back an item that was already broken.

What are my real options? If it was a low dollar item I would just refund. Can I file a safe-t claim or can I charge restocking fee. Or am I just out of luck?

When do I file a safe-t claim? Should I refund 100% then open a claim?

Thanks

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Tags:Refunds, SAFE-T
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Seller_9QB5Z1bfJDvXd

Customer states missing parts on return, I received the item and seems parts are broken not missing what is the best way to handle this so I can get some money back.

I shipped a new product, Customer returned 2 days after getting it and states missing parts. When I received the item , the parts have clearly broken off and should have been there. Overall the product looks used but no way this should of happened in 2 days. I suspect buyer sent back an item that was already broken.

What are my real options? If it was a low dollar item I would just refund. Can I file a safe-t claim or can I charge restocking fee. Or am I just out of luck?

When do I file a safe-t claim? Should I refund 100% then open a claim?

Thanks

Manage Buyer Experience
Tags:Refunds, SAFE-T
00
26 views
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1 reply
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Tatiana_Amazon
In reply to: Seller_9QB5Z1bfJDvXd's post

Hi @Seller_9QB5Z1bfJDvXd,

Tatiana from Amazon here -- I'm just coming across your post. I'm assuming you have already processed this return, but I wanted to provide some information on both Safe-T claims and restocking fees just so you have them for any future issues like this:

  • Safe-T claim: these can be filed if Amazon processed the refund on your behalf. The link provides a list of criteria that an order must meet in order to be eligible for a claim.
  • Guidelines for charging restocking fees: these fees can be charged only in certain cases, such as when an item is returned outside of the return window, or if it arrives in a materially different state than when you sent it. The link provides a table of different return requests reasons and whether or not they qualify for a restocking fee.

Let me know if you have any questions on the policies linked above, or if you still need help with this particular return.

Tatiana

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Seller_9QB5Z1bfJDvXd

Customer states missing parts on return, I received the item and seems parts are broken not missing what is the best way to handle this so I can get some money back.

I shipped a new product, Customer returned 2 days after getting it and states missing parts. When I received the item , the parts have clearly broken off and should have been there. Overall the product looks used but no way this should of happened in 2 days. I suspect buyer sent back an item that was already broken.

What are my real options? If it was a low dollar item I would just refund. Can I file a safe-t claim or can I charge restocking fee. Or am I just out of luck?

When do I file a safe-t claim? Should I refund 100% then open a claim?

Thanks

26 views
1 reply
Manage Buyer Experience
Tags:Refunds, SAFE-T
00
Reply
user profile
Seller_9QB5Z1bfJDvXd

Customer states missing parts on return, I received the item and seems parts are broken not missing what is the best way to handle this so I can get some money back.

I shipped a new product, Customer returned 2 days after getting it and states missing parts. When I received the item , the parts have clearly broken off and should have been there. Overall the product looks used but no way this should of happened in 2 days. I suspect buyer sent back an item that was already broken.

What are my real options? If it was a low dollar item I would just refund. Can I file a safe-t claim or can I charge restocking fee. Or am I just out of luck?

When do I file a safe-t claim? Should I refund 100% then open a claim?

Thanks

Manage Buyer Experience
Tags:Refunds, SAFE-T
00
26 views
1 reply
Reply
user profile

Customer states missing parts on return, I received the item and seems parts are broken not missing what is the best way to handle this so I can get some money back.

by Seller_9QB5Z1bfJDvXd

I shipped a new product, Customer returned 2 days after getting it and states missing parts. When I received the item , the parts have clearly broken off and should have been there. Overall the product looks used but no way this should of happened in 2 days. I suspect buyer sent back an item that was already broken.

What are my real options? If it was a low dollar item I would just refund. Can I file a safe-t claim or can I charge restocking fee. Or am I just out of luck?

When do I file a safe-t claim? Should I refund 100% then open a claim?

Thanks

Manage Buyer Experience
Tags:Refunds, SAFE-T
00
26 views
1 reply
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Tatiana_Amazon
In reply to: Seller_9QB5Z1bfJDvXd's post

Hi @Seller_9QB5Z1bfJDvXd,

Tatiana from Amazon here -- I'm just coming across your post. I'm assuming you have already processed this return, but I wanted to provide some information on both Safe-T claims and restocking fees just so you have them for any future issues like this:

  • Safe-T claim: these can be filed if Amazon processed the refund on your behalf. The link provides a list of criteria that an order must meet in order to be eligible for a claim.
  • Guidelines for charging restocking fees: these fees can be charged only in certain cases, such as when an item is returned outside of the return window, or if it arrives in a materially different state than when you sent it. The link provides a table of different return requests reasons and whether or not they qualify for a restocking fee.

Let me know if you have any questions on the policies linked above, or if you still need help with this particular return.

Tatiana

00
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user profile
Tatiana_Amazon
In reply to: Seller_9QB5Z1bfJDvXd's post

Hi @Seller_9QB5Z1bfJDvXd,

Tatiana from Amazon here -- I'm just coming across your post. I'm assuming you have already processed this return, but I wanted to provide some information on both Safe-T claims and restocking fees just so you have them for any future issues like this:

  • Safe-T claim: these can be filed if Amazon processed the refund on your behalf. The link provides a list of criteria that an order must meet in order to be eligible for a claim.
  • Guidelines for charging restocking fees: these fees can be charged only in certain cases, such as when an item is returned outside of the return window, or if it arrives in a materially different state than when you sent it. The link provides a table of different return requests reasons and whether or not they qualify for a restocking fee.

Let me know if you have any questions on the policies linked above, or if you still need help with this particular return.

Tatiana

00
user profile
Tatiana_Amazon
In reply to: Seller_9QB5Z1bfJDvXd's post

Hi @Seller_9QB5Z1bfJDvXd,

Tatiana from Amazon here -- I'm just coming across your post. I'm assuming you have already processed this return, but I wanted to provide some information on both Safe-T claims and restocking fees just so you have them for any future issues like this:

  • Safe-T claim: these can be filed if Amazon processed the refund on your behalf. The link provides a list of criteria that an order must meet in order to be eligible for a claim.
  • Guidelines for charging restocking fees: these fees can be charged only in certain cases, such as when an item is returned outside of the return window, or if it arrives in a materially different state than when you sent it. The link provides a table of different return requests reasons and whether or not they qualify for a restocking fee.

Let me know if you have any questions on the policies linked above, or if you still need help with this particular return.

Tatiana

00
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