First Time "Replacement Request/flagged order"
So I had a buyer request a return/replacement rather than a return/refund. I see the shipping label was generated and the item is "dropped off" by check UPS (not amazon).
My concerns are this:
1. When the buyer made a replacement cement request, I told them that the complaint they made about the item basically being "stiff" would be the same on a replacement item. and that I would issue a full refund once the item is returned to me.
A little while later a NEW $0 dollar order comes in and has the "replacement" flag. With the normal lead lead for ship by/deliver by dates.
This all feels a little scammy to me.
Am I wrong in thinking that I shouldn't be required to send a replacement knowing full well that even if this IS legit, that it wouldn't solve the described issue?
I 100% am not sending a replacement until I get the original item back, but even then this will likely not make the buyer happy, as I think their expectations are incorrect.
How do YOU handle orders flagged for replacement?
First Time "Replacement Request/flagged order"
So I had a buyer request a return/replacement rather than a return/refund. I see the shipping label was generated and the item is "dropped off" by check UPS (not amazon).
My concerns are this:
1. When the buyer made a replacement cement request, I told them that the complaint they made about the item basically being "stiff" would be the same on a replacement item. and that I would issue a full refund once the item is returned to me.
A little while later a NEW $0 dollar order comes in and has the "replacement" flag. With the normal lead lead for ship by/deliver by dates.
This all feels a little scammy to me.
Am I wrong in thinking that I shouldn't be required to send a replacement knowing full well that even if this IS legit, that it wouldn't solve the described issue?
I 100% am not sending a replacement until I get the original item back, but even then this will likely not make the buyer happy, as I think their expectations are incorrect.
How do YOU handle orders flagged for replacement?
0 respuestas
Seller_4zBzdtgCyS9EI
You can cancel the replacement order and take the hit. Buyers usually don't see messages from sellers. The only other option is to ship. if the other item is not returned, the buyer is recharged.
Take this as an opportunity to clarify some things in your listing. Buyers need to know what to expect.
Seller_4zBzdtgCyS9EI
HA, totally would if they gave me the power to actually fix stuff. they already got plenty of people doing copy and paste....
Seller_3aYIp9GPIEqKn
I would recommend cancelling that replacement order. Sounds suspicious.
Seller_RClwXXLQjUdPk
If your item is over $100.00 you can opt out of the prepaid return label setting on future orders. This eliminates the item from being eligible for a replacement request.
If your item is under $100.00, you have to make the call if you want to fill the replacement or cancel it and take the metrics hit. Unless the buyer requests to cancel the replacement request and opts for a refund.
Seller_1sZE5n9hympJR
Seller_NxPuqak8YNJEF
the reason they give for wanting to return/replace means the odds of a scam are relatively high. probably get back a box of rocks or some old useless something, so the "customer" gets 2 of whatever item, and then a refund when they claim INR for the replacement order.
this means fairly high odds that you are out 2 of the products plus some shipping plus a hit to your metrics plus a bad product review and maybe also bad feedback if you go through with the replacement order.
or just out the 1 item plus shipping plus bad product review and maybe also bad feedback if you DON'T do the replacement order.
they are likely to affect your metrics regardless of what you do and the odds are higher than 50/50 that they are scamming, so you lose less by canceling the replacement order than by completing the replacement order. ...plus, if they are a scammer, they are likely to either repeat again sometime or tell their scammy friends about you, but canceling the replacement order helps the odds of reducing scam orders slightly.
Dominic_Amazon
Hi @Seller_MJFm5Bd205WcB,
Dominic from Amazon here, happy to try to help. Wanted to provide some additional context and info based on your post. You could follow the guidance from @Seller_4zBzdtgCyS9EI if you feel that is the best path forward.
To ensure a consistent return experience for buyers, selling partners must adhere to Amazon’s Return and Refund policies not withstanding to individual terms and conditions set forth by the Selling partners in the Your Information & Policies section. Most items purchased on Amazon.com can be returned for a refund or replacement within 30 days of the estimated delivery date.
You must respond to return requests that require manual authorization within 24 hours. You are required to issue a refund within two business days of receipt of a return. If you do not take action regarding the refund, Amazon may refund the buyer on your behalf and charge the amount to your seller account. In addition, if you refuse to accept the return of an item and Amazon determines that it is materially different, you might be held responsible for any A-to-z Guarantee claim or chargeback dispute that is filed.
Please let me know if you have any questions.
Best,
Dominic
Seller_aUbEyzlSSnsDJ
Got a replacement last night canceled this morning. We do not refund or replace without a return.
Seller_MJFm5Bd205WcB
Follow up on this.
So the buyer did reach back out BEFORE I got the return and I basically told them it would be the same issue with a replacement They then told me not to worry about a replacement if that was the case and just to process a refund. I fully expected them to want a refund immediately and contact amazon but they didn't. This seems to have been a REAL instance of someone just not being familiar with the nature of a product. The following day I received the item back in perfect shape, without issue, at which time I processed the refund.
Had I followed amazons route, the customer would have gotten a replacement item that they were not satisfied with and we would have to accept a return and would have paid for a total of 4 shipments (to Cx, From Cx, Replacement To Cx, and then back to us AGAIN).
Thanks for everyone's advice, I have now automated the generation of the file to opt out of replacement requests via the method @Seller_RClwXXLQjUdPk suggested. But in the meantime I will not be sending replacements until after the item is returned.
Thanks again for all the input!!
