Why can a customer open a AtoZ requesting a refund for an order they already had fully refunded?
Basically the title. I had a customer say (despite tracking) that they never received the item. Fine no biggie, it's Christmas, just a cost of doing business when USPS misses the scan (Shipping from Dallas subburb to fort worth subburb... first scan was in the port of Los Angeles a month after we dropped off, then came all the way back to fort worth and delivered. I think it went international at some point lol).
Anyways, customer said they never received, so I apologized and refunded. 3 days later the customer, presumably missing my email (spam?) opened a AtoZ to get a refund. Which I already gave. And since I did the correct thing and took care of the customer AtoZ auto found in his favor "debited" my account (I assume it didn't double dip) and counted it against my ODR.
How does that make any sense at all?
Why can a customer open a AtoZ requesting a refund for an order they already had fully refunded?
Basically the title. I had a customer say (despite tracking) that they never received the item. Fine no biggie, it's Christmas, just a cost of doing business when USPS misses the scan (Shipping from Dallas subburb to fort worth subburb... first scan was in the port of Los Angeles a month after we dropped off, then came all the way back to fort worth and delivered. I think it went international at some point lol).
Anyways, customer said they never received, so I apologized and refunded. 3 days later the customer, presumably missing my email (spam?) opened a AtoZ to get a refund. Which I already gave. And since I did the correct thing and took care of the customer AtoZ auto found in his favor "debited" my account (I assume it didn't double dip) and counted it against my ODR.
How does that make any sense at all?
5 odpowiedzi
Seller_WBnGS7Ix3XiDX
I might of handled that differently.
When someone contacts me that they didn't receive the item, I usually tell them that I want to help them get a full refund. I tell them that it has happened to me (it has).
I send them a template, explaining that since I shipped on time, (I check of course), & that Amazon covers lost packages, even if it shows delivered. The template explains how to easily request a refund.
They either do it, or leave me alone. I let them know that is Amazons policy. I never refund on my own. Amazon usually covers it, & leaves me alone.
When they receive the item, but have some excuse for a return, then I tell them them to absolutely put in for a return. 9 times out of 10, they don't return it.
I would definitely not let the buyer keep the item. If its broken, I am concerned & want to know why. I want it back to see what happened. I never get a picture, cause its never really damaged.
You cant make everyone happy. So just create a super nice & caring template for most issues, & hopefully that will fix some things.
