Looking for advice on how to handle an Amazon return where the buyer returned the wrong book to us. Here’s what happened:
We shipped correct book. Buyer paid extra for expedited shipping. We shipped via USPS Priority Mail using Amazon Buy Shipping.
A few days later, buyer claims they didn’t receive the book, even though tracking shows it was delivered on time.
We sent our standard message about checking with the post office, neighbors etc. No response from buyer.
A few days later, buyer files “No longer needed” return request, commenting that they had purchased another copy. (At this point, we had a feeling we would be getting the wrong book back.)
Buyer is automatically refunded at first scan, INCLUDING the shipping fee they paid for expedited shipping, which was not supposed to happen because this was a buyer-faulted reason (no longer needed).
Sure enough, different book is returned. Buyer returned a different printing of the same title, with a different cover.
We intend to file a SAFE-T claim asking for the extra expedited shippng fee back, plus a restocking fee (book would have included free shipping if not for the extra expedited fee). We have had good results filing these claims, and the help pages are clear in stating that if a buyer returns an item that is materially different, a restocking fee of up to 100 percent is allowed. We would be able to charge this fee ourselves if the book had cost $100 or more, but this was RFS.
Does Amazon’s guidance on this situation apply with Return at First Scan? The help pages content seems incompatible with RFS. The help pages state that if a buyer returns the wrong item, the seller should contact the buyer to see if the buyer wants the wrong item returned. It does not state who pays for that shipping. Implicit in this request is that A) The buyer will return the correct item (at their expense??) and B) There is some incentive for the buyer to do the right thing, or at least want their wrong item back (which we all know they rarely do because the switcheroo was intentional in the first place). In short, the seller has no leverage to get the correct item back. And, if we ship back the worng item, we have no guarantee that the correct item will, in fact, be sent back.
In our claim, we don’t want to give Amazon, or the bots, any reason to deny the claim. But is it really necessary, in this situation where the buyer already has been refunded, to offer to return the switcheroo?
Offer to return it AT THEIR EXPENSE. This tells the SS rep that you really do not want it, and reinforces your claim that the wrong item was returned. If you quietly keep the wrongly returned item, SS will suspect that the correct item was indeed returned.
“Dear Assh…err buyer,
You seem to have inadvertently returned the wrong item. We will be happy to ship it back to you if you provide a prepaid label for us. In the meantime, until we receive the correct item, we will be disputing the refund.”
I don’t sell books, but unless books have different return rules (please someone let me know) the rules and process for return and claims should be the same, so here goes.
The fact that this return was RFS should change nothing in how you file a SAFE-T claim. Messaging the buyer about getting the right item back is a waste of time, and should not impact your claim, but you can send the message if you want. It certainly won’t hurt, and all it costs you is the time it takes you to write the email.
There is no reason to ship the wrong book back to the buyer unless they want it back and are willing to pay to get it back.
Customer stupidity never ceases to amaze. We took @rms sound advice and sent the customer a message saying you sent the wrong item, we will send it back if you send us a prepaid label, in the meantime we will be disputing your refund. Our reading of Amazon policy told us we were obligated to send this message, and we wanted to dot our I’s in light of our forthcoming SAFE-T Claim.
A few days later, we filed a SAFE-T Claim asking for our expedited shipping charge back plus a hefty restocking fee (Amazon incorrectly refunded the expedited charge to the buyer, even though it was a buyer-faulted reason. There has yet to be a decision on that.
Today, this numbskull buyer writes back and says oh yes, she would “love” to have the other book back and can we advise her on how to provide the prepaid label. Oh, and the book you sent me is away at college with my child. How lovely. Wonder how many dogears and how much yellow highlighting it has now? She makes no reference whatsoever to returning what we sent her. She says the books had the same covers, which they do not, and we have pictures of both books. They are different printings.
So, this raises some questions:
Is she responding to our message only now because Amazon, while investigating our claim, contacted her?
Will we now be obligated to return the incorrect book to her? We do not want the correct book returned to us because it is certain it has, at a minimum, been banged around.
If there was any sanity or justice, Amazon would simply give US a full refund for our troubles.
Only if they provide you a prepaid return label.
Note this has no bearing at all on your pending claims.
This is another issue. As long as the return window is open, the buyer can return it. However, since they already (mis)used the Amazon issued return label, they will have to pay to return the correct book. And if it comes back damaged, you can withhold a restocking fee. However, it is highly unlikely you will see your book back unless Amazon gives you a full refund and re-charges the buyer, and the buyer really really wants that refund.
[Said w/ Tongue in Cheek].
It is very da–ed expensive to send the little darlings to university!!. Parents must cut costs every way they can…including setting a great example to their offspring by screwing innocent merchants.
It isn’t buyer’s stupidity that astounds me but their lack of morals. Why commit fraud, which their limited minds will never admit to, over a $20-or even a $200 book? If you called, “Thief”, they’d be looking over their shoulder, positive you couldn’t be speaking to them!!!
The amorality of today’s America continues to leave me breathless.