@RTC64 (RTC64) posted a new topic, subject "New Seller Question on Returns/Refunds". It read:

   I'm a new seller and have a question. I sold an item two weeks ago that was in mint working condition, but received notification from the buyer they wanted to return for a refund because it was defective. What do you do in cases like this? This item was fully charged and working when it left my hands. What if the buyer dropped it and broke it and now is saying it was defective? How is the seller protected in cases like this? Thanks for any advice.

So @Style (Style) replied

    You'd better read Amazon's return policies before you get yourself into trouble. Customer could return it for any reason whatsoever within 30 days.
    
    If they're claiming defective, you either issue a partial refund immediately to cover return postage or send him a prepaid return label. Then issue a full refund upon return. However, if they return something entirely different than what you sold them, come back here and ask your question again.
    
    Read here:
    
    [Seller Central Help|https://sellercentral.amazon.com/gp/help/help.html/ref=ag_help_bred_200495860?ie=UTF8&itemID=&language=en_US]: [Manage Orders|https://sellercentral.amazon.com/gp/help/help.html/ref=ag_131_bred_200495860?ie=UTF8&itemID=131&language=en_US]: [Frequently Asked Questions|https://sellercentral.amazon.com/gp/help/help.html/ref=ag_18831_bred_200495860?ie=UTF8&itemID=18831&language=en_US]: [Manage Orders FAQ|https://sellercentral.amazon.com/gp/help/help.html/ref=ag_69124_bred_200495860?ie=UTF8&itemID=69124&language=en_US]: _A buyer wants to return an item. What should I do?_

@vending_toy_pride (Vending Toy Pride) replied

    The buyer is claiming the item is defective, so you will be expected to pay return shipping.  
    Once the item is back in your hands issue a full refund.
    
    You can try withholding a restocking fee but if the buyer files an A to Z claim, you will likely lose (just filing the claim will hurt your metrics and your standing with Amazon).  
    Amazon will give the benefit of the doubt to the buyer.

To which @combinola (combinola) replied

    *First - you must accept a return. Second - DO NOT issue a refund until the item has actually been returned to you and you have received it. Third - Please read the many threads on this board that deal with returns and refunds. That way you will learn lots and may not have to start you own thread in the future. Fourth, go to the help link on your account page and read up on returns/refunds/cancellations - [https://www.amazon.com/gp/help/customer/display.html/ref=hp_left_cn?ie=UTF8&nodeId=1161246] * Not necessarily in that order.
    
    That said, my reply to the buyer might go something like this -
    
    +Dear _______+
    
    +I'm sorry you were not satisfied with your ____________. I personally charged and checked it before shipping. (insert here any pictures, serial numbers or any other specific information you have on the item to show that you know exactly what you sent and its condition when you sent it.+
    
    +It must have been damaged in shipping, even though we carefully packed it. Sometimes things happen. I will accept a return of you item. Please return the item to+
    
    +address+  
    +address+  
    +address+
    
    +Please make sure you pack the item carefully and send it via (whatever shipping service you choose) and please be sure to include tracking on the package.+
    
    +When I receive your item, check the condition, and make sure it is the same item I sent, I will issue a refund for the item.+
    
    +I hope you will be able to find another ________ that will suit your needs.+
    
    +Sincerely,+
    
    You may or may not receive the item. If and when you do, you can check it to see if it really was damaged in shipping and decide on the appropriate refund. You can -
    
      * Refund the entire amount with extra shipping for the return
      * Refund the purchase amount - without shipping
      * Refund the purchase amount minus a restocking fee
    
    
    
    or any combination of the above.
    
    Don't stew about this for days. Deal with the problem professionally and move on.

After which, @moonlightcreations (moonlightcreations) added

    Ditto to what Vending said. It's your word against his, unfortunate as that may be. Amazon is buyer-centric.

After which, @RTC64 (RTC64) added

    Combinola, I took your advice and emailed the buyer with a letter similar to yours, but in addition to telling them I would accept a return and before a refund would be issued I would have to receive the item back first and check to see that it was in the same condition that I had shipped it in and to also _verify the Serial Number_ assuring that it was the identical item I had sold them. Within two days time I received an email from the buyer stating that the item did in fact work and that they thought the problem had to do with another item they were trying to use with it. He said he decided to keep it and wanted to close the request.
    
    I don't know that the buyer was trying to be dishonest, but after dealing with the public in selling and buying at other times I've learned to always keep a detailed record of pictures and/or serial numbers so that fraud doesn't happen. Thankfully this sale worked out well for both parties.

To which @red_tailed_hawk_musi (Red-tailed Hawk Music and More) replied

    Thanks for coming back and posting this informative update. You never know how many new sellers might be helped by this in the future.

So @combinola (combinola) replied

    Thanks for the update. I'm glad things worked out for you. Professionalism almost always works. If it's someone trying to pull a fast one, they usually quit. If it's someone that truly has a problem, you want to know about that problem.
    
    Edited by: combinola on Apr 18, 2014 7:39 PM

After which, @system (system) added

    


{'source': 'discourse', 'url': 'https://sellercentral.amazon.com/forums/t/new-seller-question-on-returns-refunds/149460', 'title': 'New Seller Question on Returns/Refunds', 'views': 277, 'has_accepted_answer': False, 'word_count': 955, 'like_count': 0, 'reply_count': 3, 'participant_count': 7, 'posts': 9, 'tags': '', 'author': '@RTC64 (RTC64)', 'participants': '@RTC64 (RTC64), @Style (Style), @vending_toy_pride (Vending Toy Pride), @combinola (combinola), @moonlightcreations (moonlightcreations), @red_tailed_hawk_musi (Red-tailed Hawk Music and More), @system (system)', 'image_url': '', 'created_at': '2014-04-13T19:48:38.000Z', 'last_posted_at': '2018-02-23T04:49:45.563Z'}