Customer-Damaged Returns - WHY CUSTOMER IS ALLOWED FOR REFUND OF ITEM DAMAGED BY CUSTOMER??
Hello Amazon Seller Supports,
We, the professional sellers at Amazon have been paying premium monthly fees to be Amazon partners. I hope you understand that we are also your customers. When items are returned by the buyer and Amazon concluded that the damage was caused by the buyer, why the buyer was refunded before the condition of the item was checked? Shouldn't the item returned be in the same condition before the item was sent to be ELIGIBLE FOR A REFUND?
I contacted the seller supports MULTIPLE TIMES. They said THIS IS THE ONLY RESOLUTION ACCORDING TO FBA CUSTOMER RETURN POLICY. My questions and main concerns are:
(1) Is buyer allowed for a refund regardless of the condition of the item returned even though the item was damaged by the buyer?
(2) Amazon will charge the cost of damage to the sellers regardless of who caused the damage?
If the answer to these questions is YES, the REDUND POLICY at AMAZON is really not protecting the SELLERS.
I URGE AMAZON TO REVIEW THE REFUND POLICY SERIOUSLY MOVING FORWARD.
29 replies
Seller_z4uE5P2y92SX8
It seems you need to do a little work on Seller University. First of all, when you sign up for FBA, you are giving Amazon carte blanche to handle customer service in whatever way they see fit. Since they are refunding your money, not theirs, they are very happy to make the customer very happy with your money. However, you have some recourse with the SAFE-T claim process. Read up on it. It takes some work, but if you aren't filing SAFE-T claims, you are leaving money on the table.
Seller_ItzmQ2WaIKQN3
Welcome to the world of amazon.
Best solution stop Sending your product to FBA.
Seller_GcTmVkEHF1Cc8
welcome to Amazon… I got 400 usd used jackets back regularly. 2 options. Refund and write it off, argue and get defect/ negative feedback and loosing buy box. The whole system is geared up for sellers to take a hit. Bad place to sell. I would not recommend anyone selling on Amazon
Seller_BIsZ9KzqY6ydc
The definition of "Customer Damaged" below is from https://sellercentral.amazon.com/help/hub/reference/G200453320:
"The unit was returned to stock in unsellable condition. This doesn’t mean that the item itself is damaged (for example, external packaging may have been opened), but it cannot be sold again in this condition. When this happens, the customer is refunded but the unit stays in your inventory as unsellable. You can request to have the unit returned to you."
Seller_zqBwM5TBKYfOH
Amazon Do Not Care... And customer service would not help.
Seller_y79MQHIY0I76X
It's because if the returns were enforced then the customers would whine and direct their sales somewhere else. It doesn't matter if the return policies are detrimental to the seller as that does not affect Amazon's bottom line but less purchases would. We do around 600-800 orders a week and I do 99% of the returns. The stuff that people get away with is insane and even when you do file a SAFET claim we are usually awarded 15% or less of the sale and the product is usually ruined.
Seller_qMgi7qxvEo7f1
Same happened to me a several months ago. Buyer got 5 products, he sent back 3 of them, totally vandalized and destroyed. He kept 2. Amazon gave him a full refund. Filed a Safe-T claim but Amazon covered only 50% of my loss. :-/
Seller_eB8P5LxQbetuJ
Consumers are aware of this and abuse it constantly. We have customer use our product for a month, that is all they normally need it for, then return and ger their money back. We have to throw in the garbage. Amazon doesn't give a rats A#$%^ about sellers, it is pathetic!
Seller_RVjKOZi0RJM0S
"If the answer to these questions is YES, the REDUND POLICY at AMAZON is really not protecting the SELLERS."
Amazon makes more money from buyers than from sellers
Seller_qTJiCxRI8PpIZ
It doesn't matter if we are Amazon customers as well, as sellers we are basically Amazon employees which means they tell us what to do, what not to do and control how much we get paid or don't get paid.
