@itspr (itspr) posted a new topic, subject "Refund Request Help". It read:

   So I sold a brand new item and even take pictures of said items. Hes claiming its not as describe and that the seal was broken but in the pictures taken before hand you can clearly see that the seal is indeed intact. I uploaded the pictures today in response to the false claim but what do i do? If im forced to refund his money and get the item back then its possible the buyer is trying to switch the items.

To which @The_Orange_Crush (The Orange Crush) replied

    itspr:
    
    > what do i do?
    
    Approve the return request and refund according to Amazon policy when you receive the item back.

@itspr (itspr) replied

    What do you mean?
    
    So no matter what I have to give the refund back? Then I would be getting the short end of the stick here. Unless there is something im missing?

Then @The_Orange_Crush (The Orange Crush) said

    itspr:
    
    > So no matter what I have to give the refund back?
    
    It depends on what you receive back. If you don't approve the return request within 48 hours, and the customer files an A-Z claim, you will lose the money and the item.

So @itspr (itspr) replied

    The_Orange_Crush:
    
    > itspr:
    >
    >> So no matter what I have to give the refund back?
    > 
    > It depends on what you receive back. If you don't approve the return request within 48 hours, and the customer files an A-Z claim, you will lose the money and the item.
    
    So I should authorize a return. Get the item back, if its not what I sent out I can file my own claim?

Then @The_Orange_Crush (The Orange Crush) said

    itspr:
    
    > I can file my own claim?
    
    There are several options. When you receive the item back, post back on this thread if you have questions. In the meantime, read some of the many forum threads on this topic.

After which, @itspr (itspr) added

    The_Orange_Crush:
    
    > itspr:
    >
    >> I can file my own claim?
    > 
    > There are several options. When you receive the item back, post back on this thread if you have questions. In the meantime, read some of the many forum threads on this topic.
    
    I authorized the refund upon recieving the item. How long does the buyer have to return the product?
    
    Also thank you for your help

Then @The_Orange_Crush (The Orange Crush) said

    itspr:
    
    > How long does the buyer have to return the product?
    
    There is technically no time limit.

So @itspr (itspr) replied

    The_Orange_Crush:
    
    > itspr:
    >
    >> How long does the buyer have to return the product?
    > 
    > There is technically no time limit.
    
    Am I responsible for the price of them returning it?

Then @The_Orange_Crush (The Orange Crush) said

    If it is a buyer faulted return reason, you can withhold the cost of shipping both ways (If charged), but you will have to wait and see what you get back and then determine the best course of action.

To which @PointOfLight (MoonWalkOnSun) replied

    Are you from USA or do you have a USA return Address on Amazon?

After which, @itspr (itspr) added

    Yes and Yes

To which @PointOfLight (MoonWalkOnSun) replied

    Then just accept the return and then decide how much you should refund.  
    Never argue with buyers in messages, it is not worth it.

So @itspr (itspr) replied

    I accepted the return and told the buyer I'll refund all cost on the item now they claim they want a prepaid label. This is unfair to me as a seller because I legit take pictures of all items before shipping.

After which, @HDMS (HDMS) added

    Why would you tell them you would refund all costs? You really need to read the returns and restocking fee policies before you lose your products and funds.

So @itspr (itspr) replied

    Because I just want this over with. I feel like I'm getting scammed already. Amazon doesn't even offer actual help for this.

Then @itspr (itspr) said

    HDMS:
    
    > Why would you tell them you would refund all costs? You really need to read the returns and restocking fee policies before you lose your products and funds.
    
    I said after I received the item as well. Just want the item back.

@HDMS (HDMS) replied

    itspr:
    
    > Amazon doesn't even offer actual help for this.
    
    They do. There are published policies on how to deal with returns, refunds, and restocking fees.

Then @itspr (itspr) said

    HDMS:
    
    > itspr:
    >
    >> Amazon doesn't even offer actual help for this.
    > 
    > They do. There are published policies on how to deal with returns, refunds, and restocking fees.
    
    My mistake. Should have like you said read more. Just went off what little I read but more of what I was told to do over time.

After which, @Rushdie (Rushdie) added

    1. Issue a **prepaid** return label to the buyer, **immediately**. This will prevent an A-to-z claim.
      2. Do not argue or get into any conversation with the buyer.
    
    
    
    **After** you receive the return, if the item is not in the same condition you sent it, issue a refund, minus a **Restocking Fee** , in accordance with the guidelines in the link.

So @itspr (itspr) replied

    Done and done.
    
    So with me sending a return label as well as authorizing a refund on return then they have to return the package before any auto refund happens right ?

After which, @Rushdie (Rushdie) added

    Yes. You do **not** authorize _any_ refund, until you have the item in your possession.
    
    All you need to do is the prepaid label, for now. The rest is up to the buyer.

So @Goodbye (Goodbye) replied

    I don't even communicate with the buyer…just authorize the return and the prepaid label. Then determine what course of action to take after you receive the item back. My acct is set up to automatically do this for me. I get so very few returns out of the overall total of my sales most returns get refunded in full and wrote off as a business cost. If I am able to I relist the item. To much effort and time being spent on a single item…list some more products and move on.

After which, @ghostriderinthesky (ghostriderinthesky) added

    I highly recommend you read the Seller help topics.  
    You should familiarize yourself with them and refer back when needed.  
    Otherwise you risk suspension.
    
    Also keep in mind that you will get advice on this forum that is not supported by Amazon policies.
    
    Imagine that.

So @papa_s_books (papa's books) replied

    Perhaps you should put your account on vacation to familiarize yourself with the rules and TOS you agreed to when you signed up for your account. It can be a very costly experience if you don't know how this site works and what is expected of you as a seller…good luck.

To which @Eco_Groupe (Eco_Groupe) replied

    You need to send a pre paid shipping label, and refund and MOVE ON. No need to think twice, this is amazon. REFUND and MOVE ON !! Welcome to the game !!

So @Art.by.audiobook.rea (Art.by.audiobook.reader2012) replied

    Authorize the return request.
    
    Depending on the return reason chosen by the buyer. If reason is your fault e.g. item is damaged then full refund is called for. If a discresionary return e.g. no longer needed then you can d educt for return shipping and up to 20% as a restocking fee. If different item or product damaged by buyer is returned then return shipping and up to 50%. If this is a CD, video game or electronic device then you need really look into the specialized rules.
    
    Anyway the buyer has the right to file an A to Z claim regardless and Amazon leans heavily towards the buyer. Pics may help in defense but likely it will not make any difference.
    
    You really need to look into seller university on this any other issues.
    
    DO not expect Amazon to be interested in being fair or back you thomas95@example.net. That way you will not be disapprointed.

So @just_for_fun_s (Just For Fun Stuff) replied

    you can approve the return request. allow Amazon to refund him, then open a Safe-T claim. If you refund him, you will be at risk of him leaving poor feedback or opening an A to Z claim if you do not refund him in full.

After which, @BetterCommunities (BetterCommunities) added

    Unfortunately facts or fairness don't matter whatsoever when dealing on Amazon. It's extremely helpful to understand from the beginning that selling on Amazon is in no way “your own business”…it's Amazon's business that they let you pretend is yours. The policy is whatever they say it is, and it almost always tilts towards the buyer while frequently encouraging and rewarding outright fraud by buyers. They can and will pull the plug on you with no warning or process if you don't play their game.

So @woodford (WOODFORD) replied

    take out a case-then tell the ‘customer ‘to go 2 their account & clic no longer needed-they get 2 return it & u won't get a hit

Then @woodford (WOODFORD) said

    Yep eye b madgingit

Then @In-Plain-Sight said

    Unfortunately your pictures are meaningless. Just because I take pictures of a brand new sealed product that is the same product that someone purchased from does not prove that I actually shipped the item shown in the pictures.
    
    Accept the return and if the item comes back damaged or switched then come back here and ask for help on how to handle the situation.

@depawindu (depawindu) replied

    The buyer is probably doing a bait and switch; but as a buyer on amazon, I have purchased items that have been opened in transit, either at the warehouse or postal workeres, it happens…that is why I buy on amazon and if they ever change their return policy, I will buy elsewhere.

So @So_Feisty_LLC (So Feisty ) replied

    Amazon is customer-obsessed. Not 3P seller-obsessed. That's how it works, and if you want to be successful on Amazon you need to accept that. Get that into your head. Give them the refund. Give them the label. True or not, THANK THEM for identifying a potential problem in your organization/systems/etc. So what if they are scamming you? You will never convince Amazon of this, and you'll eat up all of your time trying it… until you get suspended from ONE used-sold-as-new complaint that has the right words.  
    Take the loss and move on.

After which, @RamFan (The_Lighting_Company) added

    Hello itspr, as The Orange Crush has indicated, the process doesn't start until you get the item back. Sometimes the Buyer never returns the item, problem solved. Regarding who pays the return freight, here is Amazon's Policy:
    
    **Seller Return Policy**
    
    When you order from a seller that fulfills and ships its own inventory (also called a third party seller), your return is sent back to the seller instead of Amazon.com. While most sellers offer a returns policy equivalent to Amazon.com's, some seller returns policies may vary. You can view the return policy of the seller before you purchase an item by viewing the Returns and Refunds Policy section of the seller profile page. To view the seller's return policy, once you've ordered, you can select your order in the Online Returns Center.
    
    Third-party sellers must either provide:  
    **1\. A return address within the United States.**  
    2\. Provide a prepaid return label.  
    3\. Or offer a full refund without requesting the item be returned.  
    If a seller does not offer these methods to return your items, you may file an A-to-z Guarantee claim to seek help with your return.
    
    * * *
    
    I generally use item #1, and just send a return address. If it is my error, I refund the return freight. If it is the Buyer error, I do not refund return freight. **Per Amazon policy, you are not required to provide a prepaid label for a return.**

Then @tylr6024 (tylr6024) said

    The sad truth of selling most online platforms, including Amazon, is that you will never win against a buyer. If they are trying to scam you or return an opened product the fact you took pictures not does matter. This is a risk of selling online, fair or not.

@oncereadbooks (oncereadbooks) replied

    Art.by.audiobook.rea:
    
    > Authorize the return request.
    > 
    > Depending on the return reason chosen by the buyer. If reason is your fault e.g. item is damaged then full refund is called for. If a discresionary return e.g. no longer needed then you can d educt for return shipping and up to 20% as a restocking fee. If different item or product damaged by buyer is returned then return shipping and up to 50%. If this is a CD, video game or electronic device then you need really look into the specialized rules.
    > 
    > Anyway the buyer has the right to file an A to Z claim regardless and Amazon leans heavily towards the buyer. Pics may help in defense but likely it will not make any difference.
    > 
    > You really need to look into seller university on this any other issues.
    > 
    > DO not expect Amazon to be interested in being fair or back you thomas95@example.net. That way you will not be disapprointed.
    
    These are the most important things you need to know when dealing with returns and refunds. The biggest mistake sellers seem to make is that they think authorizing a return means you authorized a refund. You authorize a return, wait for the item then when you get the item you authorize the refund with or without the appropriate fees depending on the situation.

So @tj_s_emporium (TJ's Emporium) replied

    Philly_Eagle:
    
    > If you don't approve the return request within 48 hours, and the customer files an A-Z claim, _you will lose the money **and** the item._
    
    and feels just like (pick one): salt on a wound, insult to injury, booger on birthday cake

Then @brick (Brick) said

    I'm not even going to read your post lol if someone requests a refund and it is not a super high value item just issue the refund and move on. Not worth fighting or arguing and the potential(or inevitable in most cases) negative review. If I missed something really important by not reading OP lol or f there is something about this particular situation that makes it unique I apologize. But for most situations just refund. Sometimes we will require a picture of the item if they claim wrong item was sent or require them to send original back but we typically don't fight with them about it adding a couple of steps like making them send original item back weeds out some of the scammers out there. Hope this helps…probably not though im sure its been said a few times already by other smarter more experienced sellers than I. Best of luck to you!

@itspr (itspr) replied

    So I sent a prepaid label and got the return back quickly.
    
    Instantly notice a difference in the product, its has more dirt or something on it along with the seal being broken. So now im unable to mark the product as new. What is the next course of action?

After which, @Mississippi_Hot_Dog (Mississippi Hot Dog) added

    itspr:
    
    > What is the next course of action?
    
    Since you already told the customer you would refund in full, refund them.
    
    After that, read the policies on restocking fees so you are better prepared to handle these in the future.
    
    https://sellercentral.amazon.com/gp/help/G201725780

@tj_s_emporium (TJ's Emporium) replied

    itspr:
    
    > difference in the product, its has **more** dirt or something on it
    
    you shipped a new product with dirt on it?

To which @system (system) replied

    This topic was automatically closed 180 days after the last reply. New replies are no longer allowed.


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