Constant problem with incorrect return reason chosen. Is it smart to send this message to customer about delayed refunds?
We sell old camcorders and customers are always ordering the wrong format camcorder to play back their old tapes and then opening a return for “doesn’t work or defective”, which negatively impacts our seller metrics. I am a fairly new seller and I just learned that you can open an A-Z claim for incorrect return reason in this instance.
Also we have made in very clear to the customer with large notes included in each package that format problems are common and they just need to contact us for a free exchange for the correct unit.
I have just crafted this message and am thinking about sending it to the customer. Is this smart? What do you guys think? Do you have a message that you send that you think is better?
I am sorry that you are having trouble but the camcorder we sent you is in perfect working condition. As noted in the paper work that we sent in the package many of our customers have a problem with playback of old tapes because they ordered a camcorder that is not compatible with the format that their tapes were recorded.
Please contact us at (phone number) and we will gladly exchange your camcorder for one that will play your tapes, and we will help you decide which is the best unit for your needs. We want every customer to be happy and to be able to view and transfer their favorite video memories.
Please note it is Amazons policy that it is the customers responsibility to choose the correct return reason for their return. Units received back in perfect working condition when the return reason was “defective or not working” will have their refunds delayed as we have to file a claim with Amazon to protect our seller account. If you believe you might have been in error in choosing the return reason then you can edit that by opening another return and choosing a reason such as “bought by mistake”.