I recently had a buyer claim that two discs in a Blu-ray box set weren’t working, even though I tested all the discs myself. I offered to exchange it if they returned the whole set. However, they insist I should send just the two discs, as they seem unwilling to return the full box set.
I’ve explained multiple times that they need to send back the entire item for a replacement. They’re concerned it will cost them more, despite my offer to cover the return postage.
Any advice on how to handle this? I appreciate any thoughts!
Usually customers get replacements without returning! But you suspect customer is trying it on. If customer returns, if it’s self fulfilled, you will have to pay the cost return labels. (for LL it;s about £3.35). The customer will be automatically refunded on 1st scan. So there will no point sending replacement. Customer would have to place another order - but unlikely given the negative experience. What is the order value?
Amazon is now providing buyers with FBM replacement orders, which are received as standard orders with a total of $0. I’ve noticed that, on many occasions, the buyer never returns the original product.
It has long been the case on the US site. Every day, I am getting both FBA and FBM orders with $0 total, marked as “Replacement”.
In both cases, no items are returned prior to the replacement shipment is requested. It is my understanding that Amazon should charge the buyer in case the original item isn’t returned, however I highly doubt they do.