Customers wanting replacements when they broke the items
How do you respond to customers who want replacements? Just this week I had 2 customers who wanted me to replace their items when they broke their chains. I sell jewelry and the customers admitted that it was their fault.
One lady said her 6 yo old broke the chain and lost the charm. She tried contacting Amazon but they wree no help. She wanted me to send her a free replacement. Another woman said she had worn a necklace for a long time, never takes off the chain, she woke up and the entire necklace was gone. Asked me to replace it. She didn't know where her dad got it from. I tried looking up the order but she only gave me her dad's name. Both said the chains were defective. Another messaged saying "I have no money will you send me something for free?"
I told the 2 who wanted free replacements that the sterling silver chains are dainty and should not be worn to sleep or all the time.
And told the mother of the 6 yo old that we do not recommend her child to wear when playing or at night while sleeping. She told me I was absurd and to replace it. I replaced the chain. I did ask her at her first if that is all she needed, she replied yes. Then she wrote and asked where the charm is? I told her she said all she needed was the chain, and then she said she didn't remember saying that.
I'm a small business. Am I being out of line? How do you reply to these customers? I feel like they are asking for handouts.
Customers wanting replacements when they broke the items
How do you respond to customers who want replacements? Just this week I had 2 customers who wanted me to replace their items when they broke their chains. I sell jewelry and the customers admitted that it was their fault.
One lady said her 6 yo old broke the chain and lost the charm. She tried contacting Amazon but they wree no help. She wanted me to send her a free replacement. Another woman said she had worn a necklace for a long time, never takes off the chain, she woke up and the entire necklace was gone. Asked me to replace it. She didn't know where her dad got it from. I tried looking up the order but she only gave me her dad's name. Both said the chains were defective. Another messaged saying "I have no money will you send me something for free?"
I told the 2 who wanted free replacements that the sterling silver chains are dainty and should not be worn to sleep or all the time.
And told the mother of the 6 yo old that we do not recommend her child to wear when playing or at night while sleeping. She told me I was absurd and to replace it. I replaced the chain. I did ask her at her first if that is all she needed, she replied yes. Then she wrote and asked where the charm is? I told her she said all she needed was the chain, and then she said she didn't remember saying that.
I'm a small business. Am I being out of line? How do you reply to these customers? I feel like they are asking for handouts.
4 replies
Seller_4b9oWTPkLmX64
They are asking for free stuff. Just have them file a return request, per Amazon policy. They can, I believe, request a replacement when they do that. You won't be able to send the replacement until you receive it back or once it one it's way according to the policy.
Rose_Amazon
Hi @Mom_and_Three_Sister,
Thanks for the post. Products sold by Handmade Makers are subject to the standard A-to-z Guarantee policies for Amazon. The exception to this are items that are purchased with optional customization options, other than size and color.
Custom products are not returnable but may be refunded or replaced within 30 days of delivery if the products are damaged/defective upon arrival, or materially different from what was ordered. If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party seller, you are protected per the Amazon A-to-z Guarantee.
Handmade Makers must match or exceed Amazon’s return policy, which states you must accept any return requests within 30 days of customer receipt of shipment.
An exception to this policy is items offered with customization options, other than size and color, that are configured, personalized, or inscribed, such as engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing. Items offered with customization options are ineligible for returns.
Best regards,
Rose_Amazon
Seller_JZ9QYzAtU4H1u
+1 we had the same problem. I had a customer reach out and say they were happy with the item until they dropped it on the floor and broke it, and now they want a refund or replacement. Seems pretty unreasonable but unfortunately you have to accept any return request. If you're FBM you may be able to charge a restocking fee when you receive the return but if you're FBA it's just a complete loss.
