Should we wait for the return, inspect it, and then issue a partial refund?

[rosemary65]

We’ve received a ‘FBM’ order return request. The customer claims that the ‘outer box is damaged, and the appliance may also be damaged.’ The return was auto-authorized, and we’re unsure what to do next.

We have our settings configured so that Amazon generates the return label for the customer. Is there anything else we need to do on our end?

We have pictures of the product before it was shipped, showing no damage to the box.

We’re concerned about potential further damage during return shipping, especially if the customer doesn’t properly repackage the item.

Thanks for your advice!

[AmazonUKForumRefugee]

@rosemary65

we’re unsure what to do next.

Nothing. Just wait for the return to come back, take photos of all packaging, return label and item and then inspect the item. Refund if not already auto-refunded and then decide if the return label has been charged to you and decide whether to raise a Safe-T claim to recover that cost.

[Muhammad]

Wait for the customer to return it to you, then decide what you want to do, if they don’t return it in a few days, click complete, then the reason item not returned.

[rosemary65]

Thank you both