OUT OF POLICY return?
Customer purchased item on December 22. Just yesterday (Feb 4) I received a message from Amazon stating the customer wanted to return the item, but a return request was not opened. I know the policy time frame is 30 days. That said, I wrote to customer and stated we needed to have a return request. and today (feb 5), a return request was opened but under return status and in red lettering is says OUT OF POLICY. Phone call with customer service says I could ignore and just close the request, OR I can just write to the customer stating Amazon policy and then close the request. And, if by chance amazon refunds the money, I can open a SAFE-T claim. Has anyone else every experienced this here OR do you have thoughts? thanks!
OUT OF POLICY return?
Customer purchased item on December 22. Just yesterday (Feb 4) I received a message from Amazon stating the customer wanted to return the item, but a return request was not opened. I know the policy time frame is 30 days. That said, I wrote to customer and stated we needed to have a return request. and today (feb 5), a return request was opened but under return status and in red lettering is says OUT OF POLICY. Phone call with customer service says I could ignore and just close the request, OR I can just write to the customer stating Amazon policy and then close the request. And, if by chance amazon refunds the money, I can open a SAFE-T claim. Has anyone else every experienced this here OR do you have thoughts? thanks!
2 replies
Seller_LImVvUWeyiCfQ
Assuming you're FBM, it's up to you whether or not you want to honor the out of policy return.
That said, since you contacted the customer and told them you needed a return request (knowing full well it was past the 30 days as well as the extended return period), the customer probably took that as a sure, we'll accept your return even though it's technically past the return period. I would have taken it that way.
To refuse or ignore the return now would most likely upset your buyer and open yourself up to negative feedback, etc.
IMO, the right thing to do would be to accept the return. Then, depending on the reason for the return and the condition of your item, you refund appropriately.
