FBA - Damaged Item (Left out in rain)?
Had a recent return from FBA… The item has been sodden through (factory poly sealed, so nice and wet inside). Only just returned from warehouse.
Checking order history, the order was placed in Dec, and then a few days later customer ordered another one. I guess with the xmas rush, it was left out in the rain (or from the looks of it, dropped in a swimming pool).
Amazon have refunded the customer (obviously), but I cannot see anywhere where they have refunded us because of the damage. Checking the “FBA Customer Returns” report, it says that it was Customer Damaged, and Damaged by Carrier:
I’ve had a look through the “Transaction View” in Payments, but cannot seem to find payment for this item. Unable to use the option on the order (over 30 days ago).
Is transaction view the place to go? Or do I need to raise a case?
5 replies
Seller_amUAzjvL5uIzu
Customer damaged items are not refundable,courier damaged should be refundable.
Seller_CVHqAm1a6eJM2
So it appears there is a disagreement in OP’s image for who is to blame - Amazon concluded it was Customer Damaged, but the customer’s return reason was Carrier Damage…
Surely the OP can contest this? How did Amazon come to the conclusion that the customer damaged it? Is this a sneaky trick to prevent Amazon reimbursing sellers?
Seller_zRxGmTYygCKIT
Well got a polite “No”:
Hello from Amazon Selling Partner Support,
We have completed our investigation on your order XXXXXX.
Breakdown of reconciled units:1
Customer damaged units: 1Customer-damaged return units: The original item XXXXXX from order XXXXXX was returned and identified to be in customer-damaged condition. The unit has been returned to your account in accordance with the FBA customer returns policy and is not in sellable condition. No reimbursement will be processed.
For more information, please see the FBA customer returns policy in Seller Central:https://sellercentral.amazon.co.uk/gp/help/200379860?referral=A1N6V5MIS5UZ38_A1SBMUK4SYIIT9Inventory that is not in sellable condition must be removed from fulfilment centres within 30 days of notification. If you do not remove the unsellable inventory within the next 30 days, Amazon may dispose of it. Removal fees may apply. Refer to the link below in Seller Central:
https://sellercentral.amazon.co.uk/gp/help/200685050?referral=A1N6V5MIS5UZ38_A1SBMUK4SYIIT9Please let us know how we did.
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