Customer says they received Used Product (replacement also received Used)
Hello Everyone,
Looking for guidance, I am selling New Products using FBA. I have a customer who is claiming that they received Used product, they got Replacement as well. Even with the replacement, customer says they again received Used Product this time as well.
All of our FBA inventory are new, we always check each item before sending to Amazon FBA. Now customer left the negative review about the same and missing parts. As of now, I don't see that they have logged any complaint, but want to be proactive to meet customer satisfaction.
1. What all options I have to meet customer satisfaction?
2. I don't see that customer have yet requested for refund on original purchase, will it be ok (per Amazon Policy) to refund the full amount to customer on Original Order? And add a Note to Customer by apologizing for this experience and mention that we always take extreme care in packaging, and unfortunately they had to go through this experience.
I am not expecting that they revisit the review, but want to keep high customer satisfaction.
Appreciate any guidance based on your experience.
Customer says they received Used Product (replacement also received Used)
Hello Everyone,
Looking for guidance, I am selling New Products using FBA. I have a customer who is claiming that they received Used product, they got Replacement as well. Even with the replacement, customer says they again received Used Product this time as well.
All of our FBA inventory are new, we always check each item before sending to Amazon FBA. Now customer left the negative review about the same and missing parts. As of now, I don't see that they have logged any complaint, but want to be proactive to meet customer satisfaction.
1. What all options I have to meet customer satisfaction?
2. I don't see that customer have yet requested for refund on original purchase, will it be ok (per Amazon Policy) to refund the full amount to customer on Original Order? And add a Note to Customer by apologizing for this experience and mention that we always take extreme care in packaging, and unfortunately they had to go through this experience.
I am not expecting that they revisit the review, but want to keep high customer satisfaction.
Appreciate any guidance based on your experience.
0 replies
Seller_OvL8C4BJWiuS9
If you are FBA, then the buyer needs to contact Amazon (when you use FBA, Amazon is responsible for what and how things go out).
Joey_Amazon
Hello @Seller_OSgJEtrd984HZ,
Thank you for utilizing the forums!
If you wish, please share the Order ID associated with this issue. I want to take a look and determine how I can best assist you with this issue.
Thanks,
Joey
