need help with customer wanting a refund for item that cannot be returned
A buyer purchased an item in brand new condition and now claims that it does not work the way they've expected it to. It's already used and not returnable; they are demanding a refund. When an item is used and cannot be returned, how do you address the issue regarding a refund? Do you just refund the buyer? Everything I sell is primarily returnable however, this is a product that, once used, cannot.
need help with customer wanting a refund for item that cannot be returned
A buyer purchased an item in brand new condition and now claims that it does not work the way they've expected it to. It's already used and not returnable; they are demanding a refund. When an item is used and cannot be returned, how do you address the issue regarding a refund? Do you just refund the buyer? Everything I sell is primarily returnable however, this is a product that, once used, cannot.
2 replies
Seller_4zBzdtgCyS9EI
what do you mean it's not returnable? what kind of product is this? Did Amazon list it as non returnable? What means not working as they expected it to...do they claim it isn't working as described?
Tatiana_Amazon
Hello!
Tatiana from Amazon here. Thanks for bringing this question to the forums.
We do expect all sellers to comply with the Amazon Returns policy to ensure a consistent return experience for buyers. This does include returns where an item did not perform as expected. However, depending on the category you sell in, we typically only allow buyers to make these returns within the 30 days of the date of delivery.
If an item is returned to you damaged or in a materially different state that when you sent it you may be eligible to a Safe-T claim. You can learn more about which returns are eligible for this claim here.
Let me know if this information helps clarify next steps for you, or if you have any follow up questions.
Tatiana
