Customer return instruction
Hello,
I had a customer return a pair of shoes that were merchant fulfilled, but they taped up and labeled the actual shoe box for the return. I can't get the tape and label off without damaging the box.
Is this grounds for a partial refund or restocking fee? I thought customers were instructed to put the items in a shipping parcel of some kind, whether that be a box or bag. The item will be in unsellable condition but I don't want to risk negative customer feedback either since I'm fairly new. But at the same time I'd like to hold the customer accountable for knowingly ruining the item, and I'm not sure if I will experience backlash from amazon for doing so.
I know there are much bigger issues out there but another customer received a full refund at "first scan" and the shoe box returned to me was missing the top, also rendering it unsellable. Amazon gave me a measly $15 restocking fee back.
Customer return instruction
Hello,
I had a customer return a pair of shoes that were merchant fulfilled, but they taped up and labeled the actual shoe box for the return. I can't get the tape and label off without damaging the box.
Is this grounds for a partial refund or restocking fee? I thought customers were instructed to put the items in a shipping parcel of some kind, whether that be a box or bag. The item will be in unsellable condition but I don't want to risk negative customer feedback either since I'm fairly new. But at the same time I'd like to hold the customer accountable for knowingly ruining the item, and I'm not sure if I will experience backlash from amazon for doing so.
I know there are much bigger issues out there but another customer received a full refund at "first scan" and the shoe box returned to me was missing the top, also rendering it unsellable. Amazon gave me a measly $15 restocking fee back.
2 replies
Seller_OvL8C4BJWiuS9
It's a catch 22, you can charge a restocking fee, but also could face negative review.
SEAmod
Hi @Seller_eXvWbsAljXJHx
I agree with @Seller_OvL8C4BJWiuS9, and I welcome you to selling on Amazon.
As you gain more experience selling on Amazon, you will find that it is a Catch 22 because you never know how the buyer will react to a restocking fee. On the other hand, buyers should not return product in unsalable condition. Good luck to you as you make your decision about the restocking fee.
Thank you for visiting the seller forums.
Susan
