Thursday, November 7, 2013 On Nov 6 at 3:00 PM, I received an email from Linwood Harris stating that he was not satisfied with his order (a fingerprint padlock). In this email, he acknowledged that he received the lock but 'the lock would not work as well as it should'. Therefore, as we understood, the lock might be defective, however, it is not materially different from your product listing. In addition, he asked for a physical return label to be sent to him because he couldn't print a return label at home. At that time, he didn't send a formal return request so that there was no any request in Manage Return tool that I could work with. I responded back on Nov 6 6:05 PM apologizing for his disappointment and stated that the 'happy to take the return'. and asked him to initiate the return process by sending a formal return request through Amazon Return Center. I also sent a weblink of Amazon Return Center to Linwood Harris for his convenience. Nov 7, 6:08 AM, Amazon forwarded an response on behalf of Linwood Harris said the weblink I sent didn't work and requested sending 'a physical copy of the return authorization and the return label.' to Linwood Harris. At the moment, there was no return request in my Manage Return tool because Linwood didn't submit a formal return request. Therefore, I couldn't get access to he return authorization and the return label. For this issue, I also open a case with Amazon Seller support to ask how to get a return authorization and the return label in this situation. Also 7:08 AM, I responded with two alternative options for Linwood to return. 9:01 AM, I managed to make a prepaid return label through USPS even without receiving a formal return request from him. I sent a email to Linwood stating that 'The physical RML will be sent out to you today.' and 'No Return Merchandise Authorization (RMA) will be needed.'. Indeed, I purchased USPS shipping label: Click-N-Ship® Payment Details Transaction Date/Time: 11/07/2013 10:34 AM CST Transaction Amount: $5.05. However, Linwood replied with two emails 9:16 AM and 9:21 AM and intentionally ignored my 9:01 AM email and threatened to deny CC charge. 9:37 AM, I resent my 9:01 AM email and reiterated 'The physical RML will be sent out to you today.'. However, almost at the same time (9:37 AM), Linwood filed a A-to-Z claim. In summary, through the whole process, I have been working diligently to Linwood's satisfaction. However, he is very hard to communicate and intentionally ignored my effort to resolve the issue. Moreover, he lied in his A-Z claim that 'The cust called' and 'The seller doesnt contact the cust and send the rml.' Linwood never called me and he also intentionally ignored my responds 'The physical RML will be sent out to you today.'
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