Customer refuses to return item but wants a refund
One customer wants a full refund as she says the product doesn't work but she refuses to send it back or send photos, she wants her money straightaway. I fear that if she starts an A-Z she will win even if she refuses to return the item which should be the procedure and the supplier would like to see what the problem is. Now she is getting quite aggressive.
I am so fed up with these people, I had one earlier this week that after I authorised a refund she contacted me again after a day saying that she had been waiting for ages ( 22 hours) for her money that I had to give it to her by end of play or else. Or else what? It was £3.49 what was she going to do? Go to the police? Beat me up? Send me to bed without dinner?
Customer refuses to return item but wants a refund
One customer wants a full refund as she says the product doesn't work but she refuses to send it back or send photos, she wants her money straightaway. I fear that if she starts an A-Z she will win even if she refuses to return the item which should be the procedure and the supplier would like to see what the problem is. Now she is getting quite aggressive.
I am so fed up with these people, I had one earlier this week that after I authorised a refund she contacted me again after a day saying that she had been waiting for ages ( 22 hours) for her money that I had to give it to her by end of play or else. Or else what? It was £3.49 what was she going to do? Go to the police? Beat me up? Send me to bed without dinner?
40 svar
Seller_ZVAz3d5lZuGid
I would be tempted to explain to them Amazon's refund on first scan policy, and say that there can be no refund until the item is returned, as per Amazon's policy.
Seller_Fg2fqaWOnEtha
Thanks. I have explained it and she replied saying that she wants a refund now because the product is defective and she isn't going to return anything. As she repeats the same thing all the time, I am also repeating myself. I am insisting because I don't believe her story and genuine people often volunteer photos of the defect. I had a similar situation some months ago, A-Z refunded the customer who refused to return the item and gave me a ODR defect. After my appeal they reimbursed me and removed the defect but still they shouldn't win an A-Z when they are expected to send the product back.
Seller_ZVAz3d5lZuGid
"I am insisting because I don't believe her story and genuine people often volunteer photos of the defect. "
I would respond again saying that you cannot refund before the item is returned, as explained, the refund will automatically be refunded by Amazon when she returns the item, and it is scanned.
To be honest, I would never accuse a customer of not believing them and they are potentially lying, but you just need to say that you have to comply with Amazon policy for returns and refunds.
Seller_FhfzIInmoIaYS
Send her a “Google street view” of her house / address asking if this is the correct location in order to have the item picked up locally. That would save her the inconvenience of processing the return.
Do the same for the £3.49 character. A personal local delivery could be arranged in order to comply with her urgent demand.
I believe that to be helpful, at least.
Seller_Fg2fqaWOnEtha
No of course, I haven't told her that, it's just a feeling I have based on experience. I am always polite and helpful, I have had experience dealing with difficult customers. But when I worked I knew I had my boss on my side if I followed the procedures. With Amazon, I never know where I stand, even when I follow their own policies. I explained the policy yesterday and told her how to return an item, her reply was that she didn't want to return anything, she wanted a refund as the item is defective. Broken record syndrome.
I am replying to her using ChatGPT, I always do that these days when I want to be emotionally detached.
Seller_Fg2fqaWOnEtha
It could be an idea, although I doubt she will be happy about it. She keeps saying that she doesn't want to return it, she wants her money back. My feeling is that she is trying to get a freebie. She keeps saying it's defective, but she doesn't want to give me more info. I think that as resellers we should have the right to ask what's wrong with an item for a variety of reasons and the right to ask for the item back.
Seller_IQo80d99W2DzP
Provide a pre-paid Royal Mail label if Amazon do not provide one.
If she has not requeted a return, tell her that is the procedure, and that you must comply to Amazon terms, as must she. Also, as she has wrtten to you, provide your Co name and returns address. This really should be standard procedure, that all Sellers should know.
You cannot make a Buyer do photos, but you can make them return as received. You may offer to take photos to save a return, etc, and many then do that as I have done previously.
Once received back she will be refunded (as long as the same condition as supplied, even if defective), tell her, and if she uses Amazon's postage returns system, often refunded when taken to the Post Office.
If SFP, then tell her go to Amazon CS as they action.
PS - we normally also provide Buyers this link to back up Amazon policy: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161010
Seller_Fg2fqaWOnEtha
I have never asked her to provide photos or anything, just to return the item always apologising for the inconvenience etc. But genuine customers tend to attach photos of the defect when they first contact and it's what I do myself as a customer in these cases
I know that she will say that she has thrown away the item next, as it has happened a few times before. Imagine doing that in a shop: "the cardigan i bought last week was defective" " Can you show us?" "No, I threw it away but I want my money back".
Anyway based on my input ChatGPT has produced a super professional reply.
Seller_Fg2fqaWOnEtha
Customer hasn't replied so far, hopefully she won't come back. I had reasons to be suspicious as it was premium incense and customer claimed it had no scent whatsoever. The incense is in a posh box well wrapped, the scent is so strong that can be smelt even if it's inside the box, bubble wrapping and a mailing bag. I have sold others from the exact same batch recently and had no problems. Maybe customer has COVID but she has the chance to return the item.
Seller_tRuvBEHDedp4q
As others have said stand your ground. If you have explained Amazon policy and sent links etc then any further correspondence I would simply say ' We have already explained the procedure for returning a defective item. Please return and a refund will follow.'
I had a similar experience after selling a clock. Person said it was delivered with broken glass clock face. I asked for pictures and I would refund straight away - they had no camera. I asked did they not have a mobile phone with a camera - no they did not. I asked if they had a friend who could take a picture for them - no they did not know anyone. I said they then had to return item - they were disabled and could not get to post office. I said I could provide a pre-paid label and they only had to put parcel in any postbox - no they had now thrown the item straight in bin cus they were afraid of cutting themselves on the broken glass. I insisted that without proof of the broken glass or the item being returned then I would not be refunding - they threatened court action. I said go ahead and that was the last I heard from them.
Sometimes it is obvious when someone is just trying it on.
Seller_KxMou8NAmVSEq
use chatgpt. describe issue in 30 words, copy and paste customer's email and make it write an answer for 400 words.
that does the job for me. calms down the crazy plus it takes the burden off my shoulder. and i never have to wonder whether i was not polite enough.
