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Seller_dxvzJWGcOhSYh

MOD, please clarify refund policy when Buyer fails to return all parts and, thereby, renders product worthless to Seller

Buyer returned order ID 113-4623358-0743438 product missing parts that Seller cannot replace.

While Amazon issued a pre-paid return shipping label, Amazon has not issued an automatic refund. Buyer's reason for return was "NO LONGER NEEDED" and comment was "CAN'T USE". There was never a claim that the item was missing parts, but the returned product IS MISSING PARTS SO THE PRODUCT CANNOT BE RESOLD and, therefore, the product has NO REMAINING VALUE to the Seller.

Call me cynical, but it appears that the Buyer has acted with impunity by ordering the product, taking out only the parts he wanted, returning the rest at Seller's expense, and expecting to receive a full refund -- essentially getting stuff for free. Intentional or not, are we expected to give this Buyer ANY MONEY BACK considering that we cannot resell the product without those missing parts (meaning we are not only losing 100% of the value of the product, but we're also out the shipping)? That just doesn't seem right.

imgimg

Amazon expects Seller to provide a prompt refund after receiving a returned product but, after receiving a product that's missing parts, it doesn't seem like ANY refund should be applied.

What is Amazon's position on products being returned missing vital parts?

Attached are two photos: One with what we RECEIVED BACK from the Buyer (missing white parts), and one with what we SENT to the Buyer (includes all parts).

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Seller_dxvzJWGcOhSYh

MOD, please clarify refund policy when Buyer fails to return all parts and, thereby, renders product worthless to Seller

Buyer returned order ID 113-4623358-0743438 product missing parts that Seller cannot replace.

While Amazon issued a pre-paid return shipping label, Amazon has not issued an automatic refund. Buyer's reason for return was "NO LONGER NEEDED" and comment was "CAN'T USE". There was never a claim that the item was missing parts, but the returned product IS MISSING PARTS SO THE PRODUCT CANNOT BE RESOLD and, therefore, the product has NO REMAINING VALUE to the Seller.

Call me cynical, but it appears that the Buyer has acted with impunity by ordering the product, taking out only the parts he wanted, returning the rest at Seller's expense, and expecting to receive a full refund -- essentially getting stuff for free. Intentional or not, are we expected to give this Buyer ANY MONEY BACK considering that we cannot resell the product without those missing parts (meaning we are not only losing 100% of the value of the product, but we're also out the shipping)? That just doesn't seem right.

imgimg

Amazon expects Seller to provide a prompt refund after receiving a returned product but, after receiving a product that's missing parts, it doesn't seem like ANY refund should be applied.

What is Amazon's position on products being returned missing vital parts?

Attached are two photos: One with what we RECEIVED BACK from the Buyer (missing white parts), and one with what we SENT to the Buyer (includes all parts).

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Seller_dxvzJWGcOhSYh

I still need help with this situation.

What do I tell the Buyer who failed to return all parts? I can't file a Safe-T claim because "Seller needs to be debited to be eligible to file SAFE-T claim." If Buyer files an A-Z claim, Amazon will blame me for not providing a refund, but it doesn't seem fair that we should give ANY refund because the product was returned missing parts, so Seller has lost 100% of value.

PLEASE ADVISE.

00
user profile
Danny_Amazon

Hello @Seller_dxvzJWGcOhSYh- and thank you for posting about this situation here on the seller forums.

I am just seeing this thread, but wanted to chime to make sure you had a link to these guidelines for charging restocking fees, as they cover situations where a customer returns an item materially different than was ordered, and the return reason used was a customer faulted one. In this case, the customer did use a customer faulted reason code in citing the item was no longer needed or wanted.

There are steps on the above help page for applying a restocking fee after contacting the buyer and working towards a resolution.

I hope this helps, and let me know if you have any other questions around this order!

Thanks,

Danny

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Seller_dxvzJWGcOhSYh

MOD, please clarify refund policy when Buyer fails to return all parts and, thereby, renders product worthless to Seller

Buyer returned order ID 113-4623358-0743438 product missing parts that Seller cannot replace.

While Amazon issued a pre-paid return shipping label, Amazon has not issued an automatic refund. Buyer's reason for return was "NO LONGER NEEDED" and comment was "CAN'T USE". There was never a claim that the item was missing parts, but the returned product IS MISSING PARTS SO THE PRODUCT CANNOT BE RESOLD and, therefore, the product has NO REMAINING VALUE to the Seller.

Call me cynical, but it appears that the Buyer has acted with impunity by ordering the product, taking out only the parts he wanted, returning the rest at Seller's expense, and expecting to receive a full refund -- essentially getting stuff for free. Intentional or not, are we expected to give this Buyer ANY MONEY BACK considering that we cannot resell the product without those missing parts (meaning we are not only losing 100% of the value of the product, but we're also out the shipping)? That just doesn't seem right.

imgimg

Amazon expects Seller to provide a prompt refund after receiving a returned product but, after receiving a product that's missing parts, it doesn't seem like ANY refund should be applied.

What is Amazon's position on products being returned missing vital parts?

Attached are two photos: One with what we RECEIVED BACK from the Buyer (missing white parts), and one with what we SENT to the Buyer (includes all parts).

28 views
5 replies
00
Reply
user profile
Seller_dxvzJWGcOhSYh

MOD, please clarify refund policy when Buyer fails to return all parts and, thereby, renders product worthless to Seller

Buyer returned order ID 113-4623358-0743438 product missing parts that Seller cannot replace.

While Amazon issued a pre-paid return shipping label, Amazon has not issued an automatic refund. Buyer's reason for return was "NO LONGER NEEDED" and comment was "CAN'T USE". There was never a claim that the item was missing parts, but the returned product IS MISSING PARTS SO THE PRODUCT CANNOT BE RESOLD and, therefore, the product has NO REMAINING VALUE to the Seller.

Call me cynical, but it appears that the Buyer has acted with impunity by ordering the product, taking out only the parts he wanted, returning the rest at Seller's expense, and expecting to receive a full refund -- essentially getting stuff for free. Intentional or not, are we expected to give this Buyer ANY MONEY BACK considering that we cannot resell the product without those missing parts (meaning we are not only losing 100% of the value of the product, but we're also out the shipping)? That just doesn't seem right.

imgimg

Amazon expects Seller to provide a prompt refund after receiving a returned product but, after receiving a product that's missing parts, it doesn't seem like ANY refund should be applied.

What is Amazon's position on products being returned missing vital parts?

Attached are two photos: One with what we RECEIVED BACK from the Buyer (missing white parts), and one with what we SENT to the Buyer (includes all parts).

00
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5 replies
Reply
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MOD, please clarify refund policy when Buyer fails to return all parts and, thereby, renders product worthless to Seller

by Seller_dxvzJWGcOhSYh

Buyer returned order ID 113-4623358-0743438 product missing parts that Seller cannot replace.

While Amazon issued a pre-paid return shipping label, Amazon has not issued an automatic refund. Buyer's reason for return was "NO LONGER NEEDED" and comment was "CAN'T USE". There was never a claim that the item was missing parts, but the returned product IS MISSING PARTS SO THE PRODUCT CANNOT BE RESOLD and, therefore, the product has NO REMAINING VALUE to the Seller.

Call me cynical, but it appears that the Buyer has acted with impunity by ordering the product, taking out only the parts he wanted, returning the rest at Seller's expense, and expecting to receive a full refund -- essentially getting stuff for free. Intentional or not, are we expected to give this Buyer ANY MONEY BACK considering that we cannot resell the product without those missing parts (meaning we are not only losing 100% of the value of the product, but we're also out the shipping)? That just doesn't seem right.

imgimg

Amazon expects Seller to provide a prompt refund after receiving a returned product but, after receiving a product that's missing parts, it doesn't seem like ANY refund should be applied.

What is Amazon's position on products being returned missing vital parts?

Attached are two photos: One with what we RECEIVED BACK from the Buyer (missing white parts), and one with what we SENT to the Buyer (includes all parts).

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Seller_dxvzJWGcOhSYh

I still need help with this situation.

What do I tell the Buyer who failed to return all parts? I can't file a Safe-T claim because "Seller needs to be debited to be eligible to file SAFE-T claim." If Buyer files an A-Z claim, Amazon will blame me for not providing a refund, but it doesn't seem fair that we should give ANY refund because the product was returned missing parts, so Seller has lost 100% of value.

PLEASE ADVISE.

00
user profile
Danny_Amazon

Hello @Seller_dxvzJWGcOhSYh- and thank you for posting about this situation here on the seller forums.

I am just seeing this thread, but wanted to chime to make sure you had a link to these guidelines for charging restocking fees, as they cover situations where a customer returns an item materially different than was ordered, and the return reason used was a customer faulted one. In this case, the customer did use a customer faulted reason code in citing the item was no longer needed or wanted.

There are steps on the above help page for applying a restocking fee after contacting the buyer and working towards a resolution.

I hope this helps, and let me know if you have any other questions around this order!

Thanks,

Danny

00
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user profile
Seller_dxvzJWGcOhSYh

I still need help with this situation.

What do I tell the Buyer who failed to return all parts? I can't file a Safe-T claim because "Seller needs to be debited to be eligible to file SAFE-T claim." If Buyer files an A-Z claim, Amazon will blame me for not providing a refund, but it doesn't seem fair that we should give ANY refund because the product was returned missing parts, so Seller has lost 100% of value.

PLEASE ADVISE.

00
user profile
Seller_dxvzJWGcOhSYh

I still need help with this situation.

What do I tell the Buyer who failed to return all parts? I can't file a Safe-T claim because "Seller needs to be debited to be eligible to file SAFE-T claim." If Buyer files an A-Z claim, Amazon will blame me for not providing a refund, but it doesn't seem fair that we should give ANY refund because the product was returned missing parts, so Seller has lost 100% of value.

PLEASE ADVISE.

00
Reply
user profile
Danny_Amazon

Hello @Seller_dxvzJWGcOhSYh- and thank you for posting about this situation here on the seller forums.

I am just seeing this thread, but wanted to chime to make sure you had a link to these guidelines for charging restocking fees, as they cover situations where a customer returns an item materially different than was ordered, and the return reason used was a customer faulted one. In this case, the customer did use a customer faulted reason code in citing the item was no longer needed or wanted.

There are steps on the above help page for applying a restocking fee after contacting the buyer and working towards a resolution.

I hope this helps, and let me know if you have any other questions around this order!

Thanks,

Danny

00
user profile
Danny_Amazon

Hello @Seller_dxvzJWGcOhSYh- and thank you for posting about this situation here on the seller forums.

I am just seeing this thread, but wanted to chime to make sure you had a link to these guidelines for charging restocking fees, as they cover situations where a customer returns an item materially different than was ordered, and the return reason used was a customer faulted one. In this case, the customer did use a customer faulted reason code in citing the item was no longer needed or wanted.

There are steps on the above help page for applying a restocking fee after contacting the buyer and working towards a resolution.

I hope this helps, and let me know if you have any other questions around this order!

Thanks,

Danny

00
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