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Seller_BVHmvnt9foaXY

Wrong Item Return

We have received a return from a customer who sent us the wrong item back, this order did not have the prior refund applied so it wont allow me to open a safe-t claim. What is the best way to handle this issue, I sent the buyer a message that they sent the wrong item. I do not see anywhere to report a issue with a return to amazon or anywhere to file a claim. The item is fairly expensive so would hope to recover the funds without a refund to the customer.

side note: this is the 4th wrong item returned to us in 1 week!

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2 replies
Manage Buyer Experience
Tags:Refunds, SAFE-T
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user profile
Seller_BVHmvnt9foaXY

Wrong Item Return

We have received a return from a customer who sent us the wrong item back, this order did not have the prior refund applied so it wont allow me to open a safe-t claim. What is the best way to handle this issue, I sent the buyer a message that they sent the wrong item. I do not see anywhere to report a issue with a return to amazon or anywhere to file a claim. The item is fairly expensive so would hope to recover the funds without a refund to the customer.

side note: this is the 4th wrong item returned to us in 1 week!

Manage Buyer Experience
Tags:Refunds, SAFE-T
20
200 views
2 replies
Reply
2 replies
user profile
Seller_CW0P5hgbsiqWX
In reply to: Seller_BVHmvnt9foaXY's post

this order did not have the prior refund applied so it wont allow me to open a safe-t claim.

In this case, Amazon is allowing you to issue the refund instead of the RFS system doing it.

If a different item was returned, let the buyer know the correct item must be returned and then the refund will be submitted.

10
user profile
Danika_Amazon
In reply to: Seller_BVHmvnt9foaXY's post

Hi @Seller_BVHmvnt9foaXYand thanks for reaching out on the Seller Forums. I'm Danika from the Community Manager team.

I have two links that I hope may be helpful for you:

1. Manage Order, wrong item returned by buyers. From this help page:

"Sometimes buyers mistakenly return a different item than the one they purchased from you. If this happens, contact the buyer to do the following:

  • Let them know that they may have accidentally returned the wrong item.
  • Ask them if they would like you to return the item to them.
  • Inform them that they can return the correct item for a refund."

2. Refunds FAQ. Find answers to many questions related to returns.

If these links aren't helpful, I'd suggest submitting a ticket to Seller Support for additional guidance.

Please let me know if you have any additional questions or concerns.

Thanks,

- Danika

20
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user profile
Seller_BVHmvnt9foaXY

Wrong Item Return

We have received a return from a customer who sent us the wrong item back, this order did not have the prior refund applied so it wont allow me to open a safe-t claim. What is the best way to handle this issue, I sent the buyer a message that they sent the wrong item. I do not see anywhere to report a issue with a return to amazon or anywhere to file a claim. The item is fairly expensive so would hope to recover the funds without a refund to the customer.

side note: this is the 4th wrong item returned to us in 1 week!

200 views
2 replies
Manage Buyer Experience
Tags:Refunds, SAFE-T
20
Reply
user profile
Seller_BVHmvnt9foaXY

Wrong Item Return

We have received a return from a customer who sent us the wrong item back, this order did not have the prior refund applied so it wont allow me to open a safe-t claim. What is the best way to handle this issue, I sent the buyer a message that they sent the wrong item. I do not see anywhere to report a issue with a return to amazon or anywhere to file a claim. The item is fairly expensive so would hope to recover the funds without a refund to the customer.

side note: this is the 4th wrong item returned to us in 1 week!

Manage Buyer Experience
Tags:Refunds, SAFE-T
20
200 views
2 replies
Reply
user profile

Wrong Item Return

by Seller_BVHmvnt9foaXY

We have received a return from a customer who sent us the wrong item back, this order did not have the prior refund applied so it wont allow me to open a safe-t claim. What is the best way to handle this issue, I sent the buyer a message that they sent the wrong item. I do not see anywhere to report a issue with a return to amazon or anywhere to file a claim. The item is fairly expensive so would hope to recover the funds without a refund to the customer.

side note: this is the 4th wrong item returned to us in 1 week!

Manage Buyer Experience
Tags:Refunds, SAFE-T
20
200 views
2 replies
Reply
2 replies
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Seller_CW0P5hgbsiqWX
In reply to: Seller_BVHmvnt9foaXY's post

this order did not have the prior refund applied so it wont allow me to open a safe-t claim.

In this case, Amazon is allowing you to issue the refund instead of the RFS system doing it.

If a different item was returned, let the buyer know the correct item must be returned and then the refund will be submitted.

10
user profile
Danika_Amazon
In reply to: Seller_BVHmvnt9foaXY's post

Hi @Seller_BVHmvnt9foaXYand thanks for reaching out on the Seller Forums. I'm Danika from the Community Manager team.

I have two links that I hope may be helpful for you:

1. Manage Order, wrong item returned by buyers. From this help page:

"Sometimes buyers mistakenly return a different item than the one they purchased from you. If this happens, contact the buyer to do the following:

  • Let them know that they may have accidentally returned the wrong item.
  • Ask them if they would like you to return the item to them.
  • Inform them that they can return the correct item for a refund."

2. Refunds FAQ. Find answers to many questions related to returns.

If these links aren't helpful, I'd suggest submitting a ticket to Seller Support for additional guidance.

Please let me know if you have any additional questions or concerns.

Thanks,

- Danika

20
Follow this discussion to be notified of new activity
user profile
Seller_CW0P5hgbsiqWX
In reply to: Seller_BVHmvnt9foaXY's post

this order did not have the prior refund applied so it wont allow me to open a safe-t claim.

In this case, Amazon is allowing you to issue the refund instead of the RFS system doing it.

If a different item was returned, let the buyer know the correct item must be returned and then the refund will be submitted.

10
user profile
Seller_CW0P5hgbsiqWX
In reply to: Seller_BVHmvnt9foaXY's post

this order did not have the prior refund applied so it wont allow me to open a safe-t claim.

In this case, Amazon is allowing you to issue the refund instead of the RFS system doing it.

If a different item was returned, let the buyer know the correct item must be returned and then the refund will be submitted.

10
Reply
user profile
Danika_Amazon
In reply to: Seller_BVHmvnt9foaXY's post

Hi @Seller_BVHmvnt9foaXYand thanks for reaching out on the Seller Forums. I'm Danika from the Community Manager team.

I have two links that I hope may be helpful for you:

1. Manage Order, wrong item returned by buyers. From this help page:

"Sometimes buyers mistakenly return a different item than the one they purchased from you. If this happens, contact the buyer to do the following:

  • Let them know that they may have accidentally returned the wrong item.
  • Ask them if they would like you to return the item to them.
  • Inform them that they can return the correct item for a refund."

2. Refunds FAQ. Find answers to many questions related to returns.

If these links aren't helpful, I'd suggest submitting a ticket to Seller Support for additional guidance.

Please let me know if you have any additional questions or concerns.

Thanks,

- Danika

20
user profile
Danika_Amazon
In reply to: Seller_BVHmvnt9foaXY's post

Hi @Seller_BVHmvnt9foaXYand thanks for reaching out on the Seller Forums. I'm Danika from the Community Manager team.

I have two links that I hope may be helpful for you:

1. Manage Order, wrong item returned by buyers. From this help page:

"Sometimes buyers mistakenly return a different item than the one they purchased from you. If this happens, contact the buyer to do the following:

  • Let them know that they may have accidentally returned the wrong item.
  • Ask them if they would like you to return the item to them.
  • Inform them that they can return the correct item for a refund."

2. Refunds FAQ. Find answers to many questions related to returns.

If these links aren't helpful, I'd suggest submitting a ticket to Seller Support for additional guidance.

Please let me know if you have any additional questions or concerns.

Thanks,

- Danika

20
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