Returns, returns, returns.... Fellow sellers please advise!
Fellow sellers, need your help.
We regularly get returns (SFP and Seller Fulfilled Orders) of brand new items that have been opened and tried… e.g. headphones, hard drives, electronics, computers etc… (excluding clothings, shoes, used and faulty products) - it’s very frustrating especially for high value items
We posted brand new & sealed (unopened) what we received back are open box products, some are pristine but some have signs and marks of usage and some even have dundruff, signs of jam, dirt etc.
Needless to say these items will lose value directly due to the fact that the items have been opened and will now have to be inspected, tested, (in some cases even cleaned by us) to make sure the goods are working and will be relisted back on Amazon as significantly reduced price.
We did contact Amazon and we were advised we should explain the situation to the buyer and withhold part of the refund. We typically withold 30% if there are marks, or signs of wear and if item is absolutely pristine we withhold 15% of the refund that we think is more than reasonable
We do outline the facts to the buyers, provide images and photos, and refer buyers to Amazon’s Return policies and state that we are 3rd Party sellers on Amazon and do not have deep pockets to issue full refunds for products that have been opened and tried on.
It is not exactly what most buyers want to hear and some directly respond that they retaliate via negative feedback (to give some buyers credit they take it on the chin and accept it).
Where do I stand? Can buyers leave negative\neutral feedback even after stating all the facts? Can Amazon remove it? Amazon is less than helpful recently as they have been in breach of their own policies in regards to software that was returned used
Fellow sellers, please advice how you handle such situations. Is anything else I can do or is there a better wsy to handle it?
Your feedback would be much appreciated
alex
56 replies
Seller_qZO3ZCjoBXEeL
You have to draw your own line.
In practice there is a line between what Amazon permit and what the law states as a minimum legal right for buyers (and sellers).
If you have terms and conditions relating to returns I would suggest you include them with your shipments so that there can be no he said/she said about it.
One of your statements seems off -
Goods returned in original condition must be refunded in full, you may not withhold any amount in this case. (restocking fees are not allowed by UK Law or Amazon).
Other than that, if goods are not returned in original condition then you may withhold a reasonable amount to reflect the loss of value.
Customers can always leave negative feedback and file A-Z claims. Negative feedback relates to their perception of service, your chances of having it removed are very slight.
Additionally since you are using SFP Amazon are responsible for customer service overall and from what I read, most of the time they will just fully refund the customer as soon as any question is raised, from there you will need to raise a safe-t claim to try and recoup funds.
Seller_J2IuXcQiWQw8k
We sell curtains and same thing happen to me, i send brand new well packed ones and received un- fulfillable items open, destroyed, with wholes, one pair becomes one piece etc.
it is depends on the percentage, if it is not high then its normal, if it is very high then you may contact amazon and they may do something to help,
Seller_z5IIdzraU6omK
You could always put your selling price up by 20% to cover any future returns or issues. I have found that no matter what ‘Amazon protect the buyer 100%’ so might as well charge them a little bit more to allow for this.
Seller_OPIGLOYfyTIdQ
Personally me as amazon customer restocking fee sometimes drives mad.
I bought once a camera, I opened the camera box, the camera did not perform to the expectations, packed everything and sent it back in 10 days.
They charged me 15 percent restocking. I wanted to put a zero rating.
Seller_xUKHc5xSYJmI4
Below is the information on Amazon Policy
EXCEPTIONS TO THE RIGHT OF CANCELLATION
The right of cancellation does not apply to:
the delivery of sealed audio or video recordings or of sealed software if unsealed by you after delivery;
For shrink-wrapped and/or sealed data media (for example CDs, audio cassettes, VHS videos, DVDs, PC and video games and software) this means that we only take back the products in the unopened shrink wrap film or with an undamaged seal.
Note: If the seller accepts a return of sealed software which has been unsealed then the seller bares the risk going against the return policy.
Clothing
With regards to clothing if the tags have been removed and the clothing has been used the product can no longer be returned unless it is defective.
Hard Drives, Headphones, Computers
If the item has diminished in value the seller can deduct up to 50% according to the policy however the law says the seller can up to the contract price i.e retail cost.The seller of course has the option of reselling if its an open box subject the any deductions from the return.
Seller_qCHuTn5dPLaer
What says in the policy is mostly often ignored by their own customer service.
Seller_x1xMSBwZsJrTE
It never ceases to amaze me how buyers think it’s ok to send opened and damaged stuff back and get a full refund. They wouldn’t dream of doing this with a B&M store because they’d be told where to go.
Most of my stuff is FBA so I don’t have too many problems, but on the odd occasion when I have had issues I make that point to them (in a polite way). Generally that’s the end of the matter because they know they wouldn’t behave like that if they were taking the goods back to a shop.
Amazon has encouraged this poor behavior.
Seller_3A03USqpyGEw1
Hi
We re in the same situation as you
Media products “ dvds and blu rays “ being watched and returned sometimes 6 months after purchase , most of the time reason mentionned is “ incompatible … “
We also had a case where customer ordered GOT serie 1 to 7 and returned it to us 5 months after purchase opened damaged mentioning that a complete box set including GOT 1 to 8 has been released
We already opened cases with Amazon
Conclusion and fact is even if product is returned to you opened or in very bad condition , even if you professionally and fairly apply a restocking fee
In case of negative feedback or A to Z guarantee , Amazon will not stand by your side
Seller_7xa4giJ3wJ3FU
The simple guidelines for the Return of Goods that are not faulty are:-
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
You can deduct up to 50% of the value.
For some reason most Amazon Buyers do not think this applies to them.
Seller_2JXNLecJDOAHj
In a Utopia world we should be allowed to send a part payment and have it all our own way. In Amazon world you are on a hiding to nothing and will receive negative feedback’s. You as the seller need to take it on the chin and move forward. I know it’s not what you want to hear and it’s only my honest Opinion and i am sure you will get many, but if all this is too hard to handle you need to stop what you are doing and go to work in a retail shop like a super market. Business is all about issues, and about how you handle them. Business is problem solving and it can get hard which it often does. The highs are lovely and the lows are a pain in the neck. These customers on Amazon are far more protected than any other platform we sell on. We looked at all the advantages and the disadvantages and decided as a 3rd party seller we would treat Amazon almost like a news paper advert. We would get as many sales as possible and not really look for much more. Business is hard full stop, but trading on Amazon is even harder.
