HAQM Sent Replacement at No Charge — Now I'm Left Holding the Bag
I need to bring attention to a serious issue many sellers might be facing. HAQM directed me to send a replacement at no charge on behalf of a customer. The original item was a multi-piece set, and instead of returning the full set, the customer only returned a single piece.
Here's the breakdown:
Customer paid for 1 set.
HAQM auto-issued a free replacement (I got no payment for it).
Customer returns only one piece from the original set.
Now I have:
No payment for the replacement set.
An incomplete return I can't resell or return to my vendor.
No way to charge restocking, because HAQM didn't charge the customer for the replacement.
I cannot file a SAFE-T Claim since there is no refund issued. The customer was never charged for the replacement. So the original order is paid for the replacement.
This is incredibly unfair to sellers. We shouldn't be asked to send out free replacements and then be stuck with partial returns and no reimbursement.
HAQM needs to stop auto-authorizing free replacements unless they’re assuming full responsibility for the loss. Sellers can't absorb the cost of entire sets when customers return partials and the system doesn’t allow us to recoup anything.
Has anyone else experienced this? We need HAQM to review and update this policy.
HAQM Sent Replacement at No Charge — Now I'm Left Holding the Bag
I need to bring attention to a serious issue many sellers might be facing. HAQM directed me to send a replacement at no charge on behalf of a customer. The original item was a multi-piece set, and instead of returning the full set, the customer only returned a single piece.
Here's the breakdown:
Customer paid for 1 set.
HAQM auto-issued a free replacement (I got no payment for it).
Customer returns only one piece from the original set.
Now I have:
No payment for the replacement set.
An incomplete return I can't resell or return to my vendor.
No way to charge restocking, because HAQM didn't charge the customer for the replacement.
I cannot file a SAFE-T Claim since there is no refund issued. The customer was never charged for the replacement. So the original order is paid for the replacement.
This is incredibly unfair to sellers. We shouldn't be asked to send out free replacements and then be stuck with partial returns and no reimbursement.
HAQM needs to stop auto-authorizing free replacements unless they’re assuming full responsibility for the loss. Sellers can't absorb the cost of entire sets when customers return partials and the system doesn’t allow us to recoup anything.
Has anyone else experienced this? We need HAQM to review and update this policy.
0 replies
Xander_HAQM
Bumping your thread for other sellers to chime in!
Seller_vn4peRuGOrfij
We are in the middle of this same situation with the exception that we never received a return back. HAQM's system thinks the customer shipped the product back which is why the replacement was issued but the UPS tracking shows it was never scanned in. We have been working on this with HAQM since early May and they keep telling me I either have to wait longer before they will reimburse me (if they do) or file a Safe-T claim (which I can't).
So, sorry. I don't have a good resolution for you, just know that you're not alone.