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Buyer asking for a discount

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I had a buyer purchase a watch and receive an email from Amazon stating that a buyer said the watch has scratches on it (which I find hard to believe, all the watches are brand new, and I check each one before sending them out) and that he already presented the watch to his brother and would like a refund. Yes… to keep the watch AND get a refund.

I explained to him that I can send him a prepaid label and he can return the watch since he just purchased it a few days ago. He then says he never asked for a refund but wants a 25 percent discount instead because of the scratches. I told him that if he sends me a picture of the scratches I will gladly give him the discount he is asking for and apologized about maybe having missed the scratches (which again I highly doubt).

He then says he can not send me pictures of the scratches because he is too embarrassed to ask his brother to see the watch but to give him the 25 percent discount and that other websites sell the watch for less and then sends me the link of a website selling the watch for $50 less which I guess is where he got idea of wanting the 25% discount from.

I do not plan on giving the discount without any sort of proof but what do you guys recommend? I have only been selling on Amazon for a year and would like any type of input.

Thanks!

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Authorize the return and send a label. Do not refund anything until you get the item back. Maybe it is only me but every watch I have ever purchased (or seen for that matter) comes in a padded protective box.

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If this is a buyer attempting to scam you (which is what it sounds like to me), I would protect myself from the possibility of a claim now by sending a prepaid return label and letting him know you will refund in full upon its return. Call his bluff, but protect yourself from a claim by honoring the return policy should they file stating you would not help them.

when a customer complains like this, we apologize and provide them a pre-paid return label with our first response to them. We had a claim on one of those situations and Amazon denied it since we did not violate any policy and the buyer just refused to return the item.

when the buyer actually returns the item, will provide them a discount promotion code for the inconvenience should they still want it still or another product we sell.

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