FBA - Software\Media Product - Sold\Returned - Amazon not Complying with it's own return policy - HOW TO COMPLAIN?
I have recently shipped to FBA brand new & factory sealed Microsoft Software (Microsoft Office 2019 Home & Business UK Retail Version) - about 20 units. (Photographic evidence taken)
One FBA-fufilled order was returned by customer stating item was “defective” and it’s been returned to Amazon, and then back to us. Upon contacting Microsoft I have been able to verify (using the product key card) that the item is 100% Genuine and was NOT defective. Moreover, software has been registered under buyer’s account and I obtained the registration date. I got in touch with the customer and she confirmed that the software with that product key is indeed registered under her account and the date that Microsoft provided also matched.
(For the record once this software has been registered by a user - it’s NO LONGER resealable neither can anyone else use it - thanks to Microsoft)
I’ve collected all the evidence including serial numbers, and buyer’s message and I filed the case with Amazon FBA for reimbursement in full compliance with Amazon’s return policies. Amazon has denied multiple times.
I then escalate this to “Amazon Executive Seller Relations Team” to no avail. With all the evidence presented I am appalled and furious Amazon is refusing to reimburse us in breach of their own return policies and without explicitly stating any reason.
Is there a formal way to complain against Amazon without getting my account suspended?
ps: I’ve losing faith in Amazon recently with such losses especially when Amazon doesn’t comply with it’s on policies
30 replies
Seller_PtSZDCRO4f7e5
Take one of them to court. It’s theft
Seller_hC0hNVDuILaKO
If you have the buyer details then you can follow the LBA/SCC route to recover your money, and in addition since you have the buyer messaging to prove that they returned the item and received a refund I wouldnot hesitate to contact the software provider and have this product locked so that they can no longer use it , I’m sure Microsoft have a department to handle that sort of procedure.
Seller_NcmZTOQBdksTC
I’m going through the same with a handbag, I know it’s not the same thing, but still fed up of their policies.
A customer returned an item, reason no longer wanted. came back defective amazon say. They won’t take responsibility saying the courier hasn’t damaged it . So now I want to know who has damaged it as they have taken it off sale. This has happened before and Amazon always win.
When I query it, they say the item itself might not be defective but the packaging. The only packaging was a plastic bag it came in. If the buyer rips it open and doesn’t send it back the way they received it, why should Amazon then say it’s my fault.
Then of course being in the acessory department, I have the privilige of refunding them the returns postage.
it stinks
Seller_EJIX7rqDNQJi2
Unfortunately, there is not much you can do. When you signed up for FBA, you agreed to Amazon’s terms and conditions. Customer damaged returns are not subject to reimbursements.
You could try documenting everything and then opening a case with the Seller Support, requesting a reimbursement for the damaged item, but a success is not guaranteed.
Seller_THte9Ti6D9kqC
Really disappointed with Amazon lately. Refunds issued left and right without checking, no due diligence. Nothing. Just refund the monies that do not righfully belong to them.
I have been on Amazon for probably 10 years or so but I have never been treated so unfairly until recently. Items being delivered with Special Delivery and 4 months later refunds sent as item not received. are you serious?
I do appreciate what amazon have done but they do promote their name at our expense. Against all the consumer laws and regulations - sure buyers are happy, but what about sellers - who work damn hard and virtually have no rights here.
It’s just not the way to treat honest, hard working sellers who are exposed to abuse in every way possible. I hope Amazon staff read this post. You should be ashamed of yourself.
It’s sad!
Seller_THte9Ti6D9kqC
No. If Microsoft would have made their products transferable then I would just transfer license and I would use it myself or sell it to friends.
Microsoft has deliberately made so “product key card” products are not transferable so you spend more with them and it’s touch luck if issues like this happen.
Seller_LKjg1QRrO36Yq
Just on that point - is the customer actually using the product ?
Maybe they were unable to properly install it and mistakenly thought it was faulty?
Seller_LKjg1QRrO36Yq
If we give the buyer the benefit of the doubt and assume the software didn’t work for them, what is the usual procedure for returning MS software? Or can it not be done?
Almost all the MS software I’ve ever used has come pre-installed.
Pre-internet, of course, software sharing was rife and MS had virtually no way of preventing it. They eventually introduce telephone registration to stem the tide of ‘piracy’.
Without some way of directly checking to see if it is in use, there’s nothing they can do to stop the installation of unlicenced software.
Given all that, it must be tricky for 3rd party sellers using Amazon FBA, especially as a returned and/or used product is useless.
