Recently I have noticed that order was refunded to customer with reason "Damaged During Transit". This item was never placed back into my inventory and I have not received reimbursement.
I have requested a reimbursement from the seller support and received answer:
We understand you are requesting investigation on FBA order id:
We are sorry to know that the order units were damaged during transit and we do not want our selling partners to experience this.
We also do understand this can be frustrating. We will definitely help you with this regards.
We have completed our investigation on the order: and below are our findings:
We could certainly feel that, you are concerned that the buyer who have bought the order have stated that the item was Damaged during transit. But we would like to let you know that, if the items are really damaged in transit to the buyer or damaged in our FC prior to delivery, it will not even be delivered to the buyer.
Moreover, buyers have the option to deny the delivery of the item when they notice that the item box was damaged. We would like to let you know that it is the customer's choice on which refund reason he/she selects is out of our control.
Breakdown of not reimbursable units: 1
Non returnable units: 1
Non-Returnable units: In accordance with our Customer Returns policy, the item X0037CZPQN has been identified as non-returnable. Amazon will not reimburse sellers for items that cannot be returned, unless the item is non-returnable due to a reason for which Amazon takes responsibility. We make that determination based on the reason for the refund request provided by the customer.
We hope you find this information helpful. We appreciate your understanding with this regards.
Please be noted that, above order id ASIN is currently classified as non-returnable in our catalog. Please note that this does not prevent buyers from requesting or receiving a refund when they have an issue with their product.
As per the Amazon FBA customer returns policy, Amazon will not reimburse sellers for refunds made on items classified as non-returnable, unless it is for a reason for which we take responsibility.
Please see the Customer Returns for Orders Fulfilled by Amazon help page for more information.
So basically they telling me that it is impossible to get damaged order from Amazon and buyer has probably lied?
As a customer I have received plenty orders damaged during transit. And also I would like to note that this package was simply left in the customers courtyard. How come he had and option to refuse delivery?
