The buyer did not return the right item and left a negative feedback after we charged restocking fee for that. Please help!
The buyer bought a Nintendo Switch + Mario Kart 8 Deluxe bundle, which included the game console and digital code for 3 Month Switch Online Individual Membership. We sent a brand new bundle and recorded UPC and serial number before shipping.
After receiving the package, the buyer first said he cannot find the Mario Kart 8 Deluxe game and the 3-month membership code, which was totally a lie! The game was indeed pre-installed by the manufacturer
We sent outbound pictures to the buyer and told him we sent the correct item. The customer first said the membership code was not long enough and then said he cannot find the membership code.
After receiving the returned item, we found that the paper contained membership code was not returned. There was a lot of debris on the screen of the returned game console. Given missing accessories and obvious signs of use, we charged restocking fee in line with Amazon's return policies.
The buyer now gave us a negative feedback after stealing the 3-month free online membership code. We requested the feedback to be removed as the buyer intentionally violated Amazon's return policies, but failed (case ID: 13179479981). Please help @Dougal_Amazon@Glenn_Amazon
The buyer did not return the right item and left a negative feedback after we charged restocking fee for that. Please help!
The buyer bought a Nintendo Switch + Mario Kart 8 Deluxe bundle, which included the game console and digital code for 3 Month Switch Online Individual Membership. We sent a brand new bundle and recorded UPC and serial number before shipping.
After receiving the package, the buyer first said he cannot find the Mario Kart 8 Deluxe game and the 3-month membership code, which was totally a lie! The game was indeed pre-installed by the manufacturer
We sent outbound pictures to the buyer and told him we sent the correct item. The customer first said the membership code was not long enough and then said he cannot find the membership code.
After receiving the returned item, we found that the paper contained membership code was not returned. There was a lot of debris on the screen of the returned game console. Given missing accessories and obvious signs of use, we charged restocking fee in line with Amazon's return policies.
The buyer now gave us a negative feedback after stealing the 3-month free online membership code. We requested the feedback to be removed as the buyer intentionally violated Amazon's return policies, but failed (case ID: 13179479981). Please help @Dougal_Amazon@Glenn_Amazon
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Seller_CW0P5hgbsiqWX
After receiving the returned item, we found that the paper contained membership code was not returned.
Somewhere in your return process you made a big mistake. New, Sealed, Media products with an Activation Code contained within are not returnable if opened.
We notify the buyer of Amazon's policy as soon as the item has been shipped. If the buyer returns the item opened, and some do, RFS will refund in full. We always file the Safe-T Claim, and have been reimbursed in full with the return shipping included.
Danika_Amazon
@Seller_CW0P5hgbsiqWXthis is good advice, and I've found the Amazon resource with this policy--the Items that You Can't Return help page. On this page it states:
"Non-returnable Items
Digital
- Downloadable software products
- Open software
- Online subscriptions after you accessed them."
@Seller_y4cKuhlBEyF0Pit's likely too late for this particular case, but this is some helpful advice for moving forward.
Thanks,
- Danika
Danika_Amazon
Hi @Seller_y4cKuhlBEyF0Pand thanks for reaching out. I'm Danika from the Community Manager team.
I've reviewed your seller support case, and technically the information they provided is correct--feedback is only removed for the three reasons they listed.
That said, I've read through your case thoroughly, and I agree you've taken the correct course of action and that the feedback from this buyer is challenging. So I've escalated your case internally. I can't promise this team will have any more success than your initial Seller Support request, as feedback removal is challenging. But let's see what happens.
You should hear back from this team directly in the next three business days, and I will also be following along internally, so I can provide updates here.
Thanks, and more soon.
Best,
- Danika
Danika_Amazon
Hi @Seller_y4cKuhlBEyF0PI hope you had a nice July 4th holiday. I'm writing with good news! Per my escalation case number 13212243321, it appears the negative feedback has been removed.
Can you please confirm that you're seeing the same?
Thanks,
- Danika
