Customer request to return

Hi team, customer request to return stock & the reason stated as per below: Return reason: Bought by mistake Customer comments: I was trying to buy the kids version Kindly assist to look into this case as it was the mistakes caused by customer. Attached with the print screen for your kind perusal. Thanks!

Attachment(s):-

 

Hi Gadget Guru Enterprise,

Thank you for contacting Axis Support Team.

Can you contact your customer to confirm whether the item is sealed or unsealed?

ok. i have just sent the message to customer & pending reply.

Once i gotten the reply will reply together with the screenshot.

thanks!

Hi,

i have sent 3 messages to the customer pertaining the item is sealed or not. However, there is no response from the customer at all.

Please advise what should i do next？

thanks！

Hi Gadget Guru Enterprise,

Did you try to contact the customer through their mobile number or email address from the Amazon customer details?

Hi there,

there only option offered to me was to contact the customer via amazon platform which as per attached files. I have no other way to contact customer via mobile number or email address.

Please advise!

Attachment(s):-

 

Hi Gadget Guru Enterprise,

If you click on the Order ID, you will be able to find the customer's contact details.

Hi,

i only manage to get the contact number with extension number into it but not normal number. (Refer attached file) Or that the customer mobile number that i can send message to (without adding the extension number)?

i do not see any customer email address listed there.

Attachment(s):-

 

Hi Gadget Guru Enterprise,

You can actually dial the number by using Skype or call your mobile service provider to subscribe for IDD.

ok, will call the given number tomorrow morning (pst time) then.

will let you know the outcome after liaised with the customer.

thanks

Hi Gadget Guru Enterprise,

Great! Keep us updated.

Hi,

i have called the customer Mr. Wes Owens several times (under suitable local US time) but he didnt pick up the phone.
I have also leave 1 voice message to him & waiting for his reply to my messages in Amazon.

While waiting for this, is there any other method that i can try to get in line with the customer?

Thanks

Hi,

Follow up again on my case. There is no reply from the customer at all. Not even pick up my IDD call or reply my message, please advise what is the next step i can do.

thanks

Hi Gadget Guru Enterprise,

Try one round to call customer morning, afternoon and night and mention that you are looking for customer for return purpose. I am sure the customer will reply you immediately. Thank you.

Hi there,

i had tried 1 round at afternoon & night time (US time) about 2 mins ago. Once the line connected to customer, it rang for 2 seconds & then directly cut off.

Please advise what can i do next?

sorry for keep messaging as i never encounter such case before.

Hi,

If in this situation we could only provide you with 2 actions below:

1. create an FBA return listing and FBA return label under product condition of "Used" and attach the shipping label back to the customer case log. Within 30 days, if the customer still did not reply to your message, or return back the product to FBA, you may write into Amazon and request to waive the shipping label cost.

OR

2. create a buy and ship label and return the whole product back to Malaysia. Cons: High cost.

Please decide which action you prefer, by the time, Support will guide you on the steps.

Thanks!

Hi,

i have send message 3x to the customers but he still not replying. I have tried to call customer just now (US evening time) & the number unable to get through anymore.

What can i do next? Should i just ignore it?

Hi,

any updates on this? Please advise what should i do next?

Hi Desmond,

Here's the message you sent to Support Whatsapp from the customer on 11 May 2021:

"Good morning,
We ordered the children's version of the game. We got it out 5/9/21 to play with the kids, set it up, etc. and then realized it said it was for the 14 and older not the 7 and older we had requested. As I mentioned we have already used the game. We are really wanting the children's version. Can we somehow get one of those? Thanks for any assistance you can provide."

Things you need to be clarified with the customer:
1. We only have the current version of Cashflow 101. Hence, we could only proceed them a refund.
2. We will create an FBA return shipping label for the customer so that, he/she could proceed to the nearest UPS courier office and post this parcel back to the FBA warehouse
3. After received the parcel, you will then proceed with the refund with them.

Things that reseller should be aware of:

1. as in this parcel have been open, the condition of the product considers as "Used". Hence, when you create the FBA return shipping label, you will need to remember to change your product condition to "Used". Depends on the marketplaces to sell it in a cheaper price.
2. You may follow the file below to create your FBA return shipping label.
3. You will need this information to fill up your FBA:
Cashflow 101 product information
dimension : 15.55 x 10.63 x 2.17 inches
weight : 2500 gram

Thanks!

Attachment(s):-

 

Hi, as per prevous conversation in What app with Axis support team.

I was told to send last message to the customer & i have done that. Please advise what is the next step that i need to do in order to close the refund as i do not see any action on refund that i need to do form my amazon dashboard.

Thanks

Hi,

i am still waiting for the guidance on this. I have message support team yet also no response.

Please assist on this asap!

you may close this case

1000 characters remaining

Add attachment(s):-
Attachment must be either in .jpeg, .jpg, .png, .gif, .zip, .bmp, .rar or .pdf with size below 1MB