Customer return due to no box
I have had a customer return in France where Amazon have marked the item as defective and have put it back in my inventory for me to deal with.
The customer has left the comment that it was returned because they received it without a packaging box. The label was applied to the item packaging and as a result it arrived damaged.
I have been trying to get Amazon to take responsibility for this but they just keep replying saying the item is defective. I have now started asking them to tell me what reason the buyer gave for returning the item and now they are telling me that it is not possible to see the comments a buyer has left.
I am so sick of being treated like this.
18 replies
Seller_IjUdXgfytlivr
Many years ago the FBA warehouse team(s) would mark customer returns correctly 90% of the time. Those days are long gone now. They now seem to mark everything as either customer damaged or defective. I think it is probably to help their own performance metrics in the warehouse.
Just keep pushing them until they ‘flip’ the condition to carrier or warehouse damaged. They really don’t like having to do it, but they have to following amazon policy.
‘Amazon take full responsibility for the FBA process’
Keep reminding them that that is all over the seller agreement and they will eventually escalate to an ‘internal’ team and get it sorted. That could take anything from a week to several months, so if it’s a low value item you may not have the stamina to get it done.
Good luck!
Seller_BS5lg2keRs2QO
What is it you want to challenge? That the item isn’t defective or that it was sent as is with a shipping label? Or is it both?
Seller_RSaktJ3KqN82w
So FBA where you asked them to label your products? Just to clarify, a label was applied to the product box, rather than an additional outer package? Normally I wouldn’t care about labels on items, but if I were gifting something, I’d be unhappy about a label being applied directly to the retail packaging.
Seller_Yja9oH7DLHk2I
I am annoyed about Amazon not putting my children’s board game in a box which led to it getting damaged.
I don’t think it is reasonable to mark it as defective and leave me to pick up the cost when they made the (incorrect) decision to send it in that way.
Seller_Nprc5XWvdLYk9
customer returned an item (as unwanted) to the amazon fba warehouse with just a label stuck on the face of the product
amazon labelled it defective
when we retrieved it
the amazon warehouse had stuck their label to send it to us over the outbound original amazon shipping label.
the reason they returned was because it was intended as a gift.
they only returned it as amazon had damaged it on the onward journey by applying a label directly to the product box.
the product box itself was not intended to be a shipping carton - it had less strength than a breakfast cereal box.
the customer had actually put it into an outer box to return it to amazon and then amazon returned it to us just as the product again with a label stuck to it.
Seller_LG5fP0ZTW72qj
Fully empathise with the OP.
Our’s a fabric based product in branded poly bag with punch holes to prevent suffocation. Guess what? They still slap a label on to the package and ship. Zero protection from the weather.
How to get this stopped?
Seller_IotgWgSZV4UrT
Does this relate to ‘frustration-free packaging’?
I once took in a parcel for a neighbour (a kid’s jigsaw) and we were both surprised at the lack of protection.
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=G3FR4KS7LPQG7H26
Seller_Yja9oH7DLHk2I
All the products I sell are branded so I have no control over the packaging.
However I recently started putting some plush items into a cardboard box which significantly reduces the FBA fees.
With the most recent delivery Amazon unpacked them all and scanned the item inside. It is just so frustrating.
