Returns from customers
I've been looking into my best course of action for handling returns from customers that they deemed "Item defective or doesn’t work" For example: A customer ordered 30 pieces but is saying 19 of them are bad (these are brand new, factory sealed). They filed a return and an A-Z claim. When the items come back and I am able to confirm they do in fact work, should I also file a claim or is there a better way to handle this?
Returns from customers
I've been looking into my best course of action for handling returns from customers that they deemed "Item defective or doesn’t work" For example: A customer ordered 30 pieces but is saying 19 of them are bad (these are brand new, factory sealed). They filed a return and an A-Z claim. When the items come back and I am able to confirm they do in fact work, should I also file a claim or is there a better way to handle this?
4 replies
Seller_OvL8C4BJWiuS9
You accept the return and refund. The buyer can always file an a-z claim and will get their money back anyway. There is really no combatting the issue.
Tatiana_Amazon
Hi @Seller_8ZWBSselSdxy9,
Thanks for bringing this question to the forums. To expand on @Seller_OvL8C4BJWiuS9's points, Amazon Return Policy does allow a customer to return an item within the 30 days of receipt (in most cases - there are some exceptions depending on the category you sell in). In order to ensure a consistent experience for customers, we do require that sellers adhere to that policy. You can find a list of accepted return reasons for prepaid returns here.
To avoid an A-to-Z claim, I would suggest adhering to the seller fulfilled return policy. This means that if a seller utilizes a prepaid return label then a refund for the product should be issued promptly once return is received.
If Amazon refunds the customer on your behalf and the item returned to you is damaged or is materially different than what you sent, you may qualify for a Safe-T claim.
I hope this information helps. I'm happy to provide clarification if needed.
Tatiana
