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Return from customer not received.

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Hi all.

Just wanted to know where I stand regarding a situation with a customer. Return request was authorised then 10 or so days have gone by and an A to Z has been opened by the customer saying they returned the item but have not received a refund. We have definitely not received back the item. So what I want to know is do the same rules apply regarding an atoz for a customer and a seller? I.e do they have to to prove they returned the item eg a tracking number? we as sellers have to do this when an atoz is opened against us for non receipt of an item. And if we can't provide proof, well we all know what happens haha.

Any advice please? Thanks a lot


Depends on the value of the item in most cases. Was it valuable enough to need to be sent tracked? Did you send it out tracked yourself to the buyer? If not I can't see Amazon insisting the buyer should have returned it to you by tracked delivery. If it goes to A-Z it's your word against the buyer.


Thanks. No not worth sending tracked. So I take it my word against theirs they win?.....


sim_0102 wrote:
Thanks. No not worth sending tracked. So I take it my word against theirs they win?.....


Hi,

It has already gone to atoz lol. They didn't bother emailing to ask if we had received the return. Just opened atoz straight away.

Sorry One last question, if I just refund will the atoz be closed and won't impact my metrics?

Thanks for all your help.


It has already gone to a-z.

Do not refund. Stand your ground you have not received the return so let the customer claim for the loss.

Edit to add if you refund the a to z will count against you.

Edited by: Humpty Dumpty on Sep 16, 2015 9:40 PM


If you refund now it goes against your metrics as buyer fault and you get a 500 points hit on your metrics. Apologies for not realising an A-Z had already been opened.


Regarding my experience in situations like this. amazon should ask the buyer for proof of postage or tracking number/ signature if they have any, if they dont have any tracking then it would be unlikely that amazon would side with the buyer, as amazon do not accept just proof of postage receipt as the item being received for sellers if something goes missing, so it's only fair they do the same for buyers returning something. But I would defiantly stand my ground. The buyer didnt even get in contact to ask what was happening, so there is nothing else to loose by trying to fight the A to Z, If you refund you will loose the item, the money and still get a hit on your metrics. And it would also be up to the buyer to pursue any claim with the postal service they used.

good luck


sim_0102 wrote:
Thanks. No not worth sending tracked. So I take it my word against theirs they win?.....


If you have not received it back then represent the A-Z and ask that either tracking or at least a copy of the free proof of posting certificate be supplied and you will refund if this is supplied. We represented on this same issue and Amazon refunded the buyer but advised us that we were not at fault and the refund was paid by Amazon rather from our funds.
Good Luck with your case


Dear customer as soon as we receive return item ..we will refund straight away ...many thanks ..kind regards ..sunnyd52065


Call their bluff. Send a message to the buyer, stating that given you do not have the item, they do not have the item? someone who is not entitled to it must have? therefore that is theft? is it not.........

Many years ago on *bay! I got fed up with buyers claiming non delivery, so I started sending a generic email stating the item would be reported to both Royal Mail and the Police, along with details like those above.

Overnight non delivery claims almost ceased, with some claiming the item had just arrived, within 10 minutes of receiving my email!

Please do not think I'm accusing all buyers of being scammers, but unfortunately a very small number know how to play the system, a little too well.

If it is a very small valued item? take the hit, unless your metrics are already low, report the buyer for 'suspected' fraudulent behavior, as Amazon have a team that investigate them, so if they have done it before or a few times a pattern will show up.

If it was clothing? see if you can find them on Social media actually wearing it in photos, as I know this has happened to sellers before.


Has nobody thought to ask if it was a discretionary return?

If it's a not-as-described or damaged item return, the seller is still liable.

Call me old-school, but there're some dodgy ideas of customer service and statutory rights on Amazon these days.


I think you may have missed the point here? the buyer has claimed to have sent it back but the seller has not received it, yet an A-Z claim has been started.

If a buyer returns the item, it is their responsibility for it to arrive, as it is for the seller to ensure an item arrives. (DSR state this).

Customer service is a 2 way street, should you be polite to customers that swear and threaten to burn your shop to the ground over a £2 item??


Customer service is a 2 way street, should you be polite to customers that swear and threaten to burn your shop to the ground over a £2 item??

Not sure where that came from but at that point I would be forwarding their e-mails to the Police.


')