First time dealing with a customer return, need some guidance
I'm a bit embarrassed to ask this but I was wondering if I can get some help in regards to this. Got hit with a return for the first time with an FBM order and I'm a bit confused about how to proceed further with this.
The customer bought a glow-in-the-dark figure and it was my last unit, and about three weeks later the customer opened a return claiming that the figure is "oily" and wanted a replacement. The SKU was already deleted and closed from my inventory since I have no plans to restock this particular item. The return was auto-approved by Amazon and as of writing this, the buyer has yet to return the item back to me and it hasn't been picked up by the carrier. It looks like it got accepted as a return for a refund, rather than a replacement if I were to take a guess. What can I do about this? I don't think the customer has any plans to return the figure so I can fully inspect it, and I'm not sure what the proper option is to close the case. I found this link but it doesn't seem like it has the resolution for what I'm dealing with in particular.
https://sellercentral.amazon.com/help/hub/reference/G202072200
Any help would be appreciated, thank you.
First time dealing with a customer return, need some guidance
I'm a bit embarrassed to ask this but I was wondering if I can get some help in regards to this. Got hit with a return for the first time with an FBM order and I'm a bit confused about how to proceed further with this.
The customer bought a glow-in-the-dark figure and it was my last unit, and about three weeks later the customer opened a return claiming that the figure is "oily" and wanted a replacement. The SKU was already deleted and closed from my inventory since I have no plans to restock this particular item. The return was auto-approved by Amazon and as of writing this, the buyer has yet to return the item back to me and it hasn't been picked up by the carrier. It looks like it got accepted as a return for a refund, rather than a replacement if I were to take a guess. What can I do about this? I don't think the customer has any plans to return the figure so I can fully inspect it, and I'm not sure what the proper option is to close the case. I found this link but it doesn't seem like it has the resolution for what I'm dealing with in particular.
https://sellercentral.amazon.com/help/hub/reference/G202072200
Any help would be appreciated, thank you.
0 respuestas
Seller_DdmPiA1p1S2Wu
If the item isn't returned, you do nothing. If your inventory was already set to 0 when the buyer was wanting to do a replacement, they wouldn't be able to do so since you didn't have inventory and could only put in for a return. If you did have inventory listed and they entered it in for a replacement, you would have a pending $0.00 order that will go away if the buyer doesn't send the item back within 1 week of opening the return request. If they do send it back within 1 week, that order becomes an actual order you would need to fill, or cancel if you don't have stock to fill it, just like any other order.
EDIT: Just looked at the image you attached, and so that shows it isn't an actual replacement request, just that the buyer typed they wanted a replacement. Amazon doesn't work like that, just treat it like any other return, refund if the item is returned back to you. If they want a replacement, they would need to place a new order (if you have the stock).
