Customer Ordered Wrong Item
We just received our first return request that was pre-authorised by Amazon. The customer filed it as ‘No Longer Needed’ with the comment ‘Wrong Item Ordered’. Should this have been covered by Amazons 30-day return policy?
Customer Ordered Wrong Item
We just received our first return request that was pre-authorised by Amazon. The customer filed it as ‘No Longer Needed’ with the comment ‘Wrong Item Ordered’. Should this have been covered by Amazons 30-day return policy?
Seller_DdmPiA1p1S2Wu
No, that is incorrect. You can not charge a restocking fee unless the item is damaged in some way or not still in new condition. Amazon support is horrendous, they will usually give you incorrect information and are totally incompetent to fix problems. If the item is under $100, it will probably be automatically refunded by Amazon with Refund at First Scan, and if you charged any outbound shipping, Amazon will steal that from you and give it to the customer even though they are not entitled to it at all. If the return does get hit with Refund at First Scan, you can then not withhold a restocking fee because Amazon already did the refund. In that case, you will need to do a SAFE-T claim if the item is damaged in some way to try to recoup the loss, but Amazon usually gives very small amounts for damaged items, so you probably won't get nearly what would be fair. If you charged outbound shipping and Amazon refunded it through Refund at First Scan, you can try to get that back through a SAFE-T claim. My experience is that I usually can, but seemingly randomly, they will refuse on a claim here or there for no rhyme or reason, and they won't give you a reason if you try to find out why, they only give you cut and paste non-relevant responses.
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Seller_DdmPiA1p1S2Wu
Yes, a buyer can return any item for any reason during the return period. Them returning a wrong item they ordered is certainly fine. Consider yourself lucky they told the truth and didn't lie to place the blame on you. A lot of buyers will say you sent them the wrong item instead of admitting the ordered the wrong item to force you to pay their return shipping, or they will say the website description is inaccurate because they didn't bother reading it, etc.
Seller_pGvzpun8rGPzm
We appreciate the response. We were able to get into contact with Amazon Support directly and they were able to explain it the best.
We were also told by the agent that we are able to charge a restocking fee in cases where the return falls out of our fault. Can you confirm if this is true? We are waiting for the return at this point.
Seller_DdmPiA1p1S2Wu
No, that is incorrect. You can not charge a restocking fee unless the item is damaged in some way or not still in new condition. Amazon support is horrendous, they will usually give you incorrect information and are totally incompetent to fix problems. If the item is under $100, it will probably be automatically refunded by Amazon with Refund at First Scan, and if you charged any outbound shipping, Amazon will steal that from you and give it to the customer even though they are not entitled to it at all. If the return does get hit with Refund at First Scan, you can then not withhold a restocking fee because Amazon already did the refund. In that case, you will need to do a SAFE-T claim if the item is damaged in some way to try to recoup the loss, but Amazon usually gives very small amounts for damaged items, so you probably won't get nearly what would be fair. If you charged outbound shipping and Amazon refunded it through Refund at First Scan, you can try to get that back through a SAFE-T claim. My experience is that I usually can, but seemingly randomly, they will refuse on a claim here or there for no rhyme or reason, and they won't give you a reason if you try to find out why, they only give you cut and paste non-relevant responses.
Seller_kIukTwdhvntAp
You must be EXTREMELY new and have not read any posts on the Forum about returns.
EVERYTHING is permitted for returns on Amazon and do NOT think it is only for 30 days.
During the "holiday season" it can extend for more than 120 days and even during "normal" time periods the Buyer Support people will extend the return time to obscene lengths.
What you can do since this is a "buyer remorse" return is not refund the entire amount. THEY are responsible for the return shipping cost for the label provided by Amazon (and it should be deducted from the return by Amazon automatically).
Also, you can file a Safe-T claim for the original shipping cost IF you charged shipping and did not use "free shipping" BUT you have to wait until AFTER Amazon has completed the refund. DO NOT go into the refund details and authorize the refund or you lose that ability.
If this surprises you, you are in for an "interesting" time selling on here.
Read the Forum A LOT and go back and study everything that you apparently missed in Seller U.
