How to handle return request
Would really appreciate some advice on how to handle this situation:
Buyer purchased a £1300 used camera some 46 days ago and subsequently filed a return request 29 days ago. He has in all this time failed to return it.
Today I get a ‘We have been contacted by’ email forwarded from Amazon stating that the customer is not wanting to pay the return postage fee quoted of £46.00 (absolutely no idea where he got that figure from) and demanding I either arrange a pickup or provide a prepaid label before he files an A-z claim!
Two points:
-
the reason given for return, ‘Performance or quality not adequate’ does not qualify for free postage, it’s his responsibility
-
if I’m reading the days correctly, since he hasn’t already returned it within the 30 days after purchase allowed do I even have to accept the return at this late stage?
Obviously I need to be careful how I handle this now as it seems quite clear he won’t hesitate to file a claim and likely leave negative feedback too, on the other hand I’m not going to give in at the threat of him filing a claim if I don’t provide label or a pick up.
All things above considered, what’s the best way to handle this situation?
How to handle return request
Would really appreciate some advice on how to handle this situation:
Buyer purchased a £1300 used camera some 46 days ago and subsequently filed a return request 29 days ago. He has in all this time failed to return it.
Today I get a ‘We have been contacted by’ email forwarded from Amazon stating that the customer is not wanting to pay the return postage fee quoted of £46.00 (absolutely no idea where he got that figure from) and demanding I either arrange a pickup or provide a prepaid label before he files an A-z claim!
Two points:
-
the reason given for return, ‘Performance or quality not adequate’ does not qualify for free postage, it’s his responsibility
-
if I’m reading the days correctly, since he hasn’t already returned it within the 30 days after purchase allowed do I even have to accept the return at this late stage?
Obviously I need to be careful how I handle this now as it seems quite clear he won’t hesitate to file a claim and likely leave negative feedback too, on the other hand I’m not going to give in at the threat of him filing a claim if I don’t provide label or a pick up.
All things above considered, what’s the best way to handle this situation?
20 replies
Seller_7VbclcPFFRTnc
As per the rules for RAFS and exempting orders over £100 , you need to provide a prepaid fully insured returns label which if buyer remorse, you can deduct the price of once its returned
Seller_B4VbHpnDLDLAU
For the sake of a risk of £1300 A-Z I would issue the freepost. (Maybe deduct it from the refund issued)
But I’m starting to wonder if they will do a swap of the item. Did you keep a note of the serial number ?
Seller_vPTlUYc5NALmW
Indeed, he filed 16 days after purchase so within the 30 days but has hereafter sat on it without doing or saying anything for 29 days since. He’d left it so long I’d actually assumed he’d changed his mind. Only contacted me today about it. I guess I will give him the return label but advise him the cost will be deducted from his refund.
Seller_I3E6fQQqOFqlF
Reading your original post it looks like the return request was made 17 days after they purchased it. Given that the 30 days is from when the customer receives the item I’d say he is within the 30 days so you have no case to oppose there. I believe when the customer opens the return they have 14 days to return the item, but I doubt that Amazon would take that into account. For £1300 that could be easily lost in an AtoZ I’d just get the item back, better with your own return label so you can get it back and refund at your own will, rather than it refunded at first scan and then trying to get a safe-t claim which in my experience will be nothing like what the value of the item is.
Seller_xUKHc5xSYJmI4
You can use provide a prepaid label based on your current shipping costs. It appears the return is within the timeframes. You can deduct the return postage cost from the refund since it falls in the heading buyer responsibilty. Like others have suggested keep a photographs of the product just incase the order is not returned in accordance with the returns policy. We do hear alot of horror stories where high value items have been exchanged to a lower model or returned with missing pieces. Prevention can be better than cure sometimes.
Seller_oGFKRixtdkjxL
When we receive these sorts of requests, we send a polite pro-forma reply stating of course this isn’t a issue, this is the procedure & attached are images of the serial and security tags of the item supplied to you. Astonishingly once these have been supplied about 1-2 out of 3 requests go dead silent and nothing is ever received back.
We learnt the hard way on Amazon
Seller_Qvd3h40mpqhkC
the way i read it, is he made a request to return before the 30 days, and has been waiting for a return label, so i would think that amazon would side with the customer…
i would also think that if you were to deduct 20% and he was to issue an a-z for that 20% he would win just on the ground the request was made before 30day
