Return Request for item delivered 7 months ago what would you do?

Selling on Amazon
1

I searched here on the SAS and oddly found nothing that I needed to help me. I thought that was, odd. I do remember the issue, but it may have been from the OSFE.

I have a Amazon customer that wants to return an item, it is the wrong size according to them. I think no problem, just put in a return request and it is all automated. They reached out to me through amazon messaging a few hours ago. Wanted to get to my office and look into it before responding.

Jul 1, 2026 12:26 PM

These do not fit for us they are too Big they say 4" but are closer to 4.5"

Jul 1, 2026 12:37 PM

We would like to return them

So we provide several graphics, showing exactly how big the item is, the dimensions are clearly illustrated. We show a picture in a sign with a ruler indicating the distance between the tracks. The text shows exactly what size they are and the graphic size on the item too.

That said, we get returns, that is fine, I understand many Amazon customers can not see pictures, read text or read a ruler. Happy to take the return. Even if you lie, making us pay for it. We refurbish the returns and sell them again.

So why can’t they just return through Amazon? Then I see the text, and look closer at the Date it was ordered…

Purchase date

Dec 31, 2025 1:41 PM EST

Ship by

Jan 1, 2026 2:59 AM EST

Deliver by

Jan 4, 2026 2:59 AM EST

Oh, now I see, they were delivered about 205 days ago, that is why they can not contact Amazon. For me the refund order button indicates, “This order is currently not eligible for a refund.”

On investigation this was a FBA order, Expedited and shipped in one day. It took 205 days to open the item?

So I can not give a refund, the size is clearly documented so any man or woman on the street would understand what they fit on and what size they are.

We could work with the customer to do a custom product to fit what they have, or may even have a stock product. Though that has a great possibility of running down a rathole.

So again, what would you do?

2

Unless, after it is returned, you can sell it for more than you got last time, taking into consideration your costs of this return, remind them it is too late for a return, or better still, radio silence. (Guity of run-on sentances on occasion).

3

Once an order is archived after 2 years, no refunds can be issued through Amazon. That is the only circumstance I have been unable to issue a refund through Amazon. Can you screenshot this message on the order page? I have not seen it before. Maybe because your items are customized?

Very likely to blow up in your face. Under the circumstances, I would not pursue business with this customer further. If they want something, they will let you know.

If Amazon really has blocked you from issuing a refund, your options are to offer “store credit” on future purchases (not ideal since you have to keep track of that, and nothing keeping them from further shenanigans down the line), sending them a refund (check, venmo, bags of pennies, what-have-you), letting them know that 7 months is 6 months past the return period, or just clicking “no reply needed.”

4

This shipped on Jan 1 of 2026.

I went to the order page, I can see it and the City and State only, since it was an FBA order.

There is a greyed out “Refund Order” button, if I click it that is when I get the “This order is currently not eligible for a refund.” message.

TNX to both of you for the input, our company mission is to make the customer happy at all costs. Sadly that does not alway fit the Amazon mold.

5

Amazon has always said their customers are their customers, not yours. Always keep this in mind when providing customer service to YOUR customers.

Attempting to provide excelen customer service to AMAZON’S customers can sometime backfire.

6

Oh I couldn’t agree more, it always drives me nuts when sellers think Amazon customers are not Amazon’s, they are the sellers customers. They could not be more wrong.

On other channels we feel the same way. Though Etsy, has a very open way to collaborate and communicate. They are still Etsy customers.

Our attitude, comes from many years in operation before eCommerce, starting in 1989. Adding eCommerce using channels was done only 26 years ago. Starting with eBay.

7

Too bad, so sad. next.

Whatever you do, do not do anything out of the Amazon system.

You can inform them that it was an FBA order so all customer service goes through amazon and their is nothing that can be done on your end.

8

I would politely and succinctly inform the customer that the return window closed X-number of days ago and the order is no longer eligible for return. I would include specifics about date of order and date of delivery, as there is the possibility the customer is completely oblivious as to when the item actually was ordered or delivered.

Just state the basic facts of the situation with no “I’m sorry” or anything like that. If they protest, either ignore it or send them a link to your product page, pointing out the clear illustrations of the exact measurements.

9

Heartily agree.

And would add that I would not suggest they contact Amazon for customer service. The most likely outcome there is that Amazon will take money away from the seller and give it to the buyer. There – problem solved.

10

Hi [Customer Name]

We have received your return request for [item]. Returns for this item are handled by Amazon and will follow Amazon Return Policy which you can view here.

Per Amazon Return Policy, Most items can be returned for a refund or replacement/exchange within 30 days of delivery as long as they are in original or unused condition.

Your order was purchased on [date]
The order was shipped on [date]
The order was received on [date]
The return window closed on [date]

We received you return request on [date]. Unfortunately, this is 5 months past the allowable return window per Amazon Return Policy and does not qualify for a return or refund.

Thank you
[Your business name]

Any further contact from the buyer would be marked as “No Reply Needed”. If the customer is nasty, we would also report that contact.

11

Maybe I’m rude…but if it’s past the return policy period, past the time limit to leave feedback, and past the ODR for a possible claim…it’s getting denied by me 8 days a week.