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Need some advices. A customer bought an item

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Need some advices. A customer bought an item cost $250 3 months ago and request a return a month later saying that it was different from the website. I asked her to explain the difference because I’ve sold more than 10 of them and never had anyone saying that. She never replied or answered the phone until today she sent a message saying that she did a research on the manufacturer website before she bought the item. She opened the box, used it and found that it was not like what she wanted. Now she wants her refund.
I contacted Amazon to see what they say before I reply the customer. Has anyone been through this situation before?
I just don’t understand why she dissapeared for almost two months having the item in hand and why not ask me about the item before purchasing it.
I really want to ask her this question, but I don’t want to get a negaive feedback beta on my account like last time again.

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I had a customer request two months after the purchase. Extended my return policy bit stated that I must receive the item back within 30 days. The customer sent it back in 4 months. (a total of 6 months past the return window) AM seller support said they would not accept the return and to send it back. That was my plan and when seller support said to do it, I was glad. Customer was mad when I sent the message but I never heard another word. Funny thing is they own a local small farm with stand. Got to wonder their return policy.

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I would restate your return policy and simply say you are sorry, and ask if you can help them further. It doesn’t really matter why they want to return it. They may or may not be even telling you the truth. Just stick to the return policy guidelines as they are black and white.

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