FBA customer swapped expensive item for a used broken one!
This is sort of a warning to other sellers who use FBA, it seems like some buyers are abusing the return system by buying new products and then returning an older broken one instead, in this case an expensive hair straightener which the buyers has returned around 20 days after purchase, and it’s obvious that it’s an item that has been used for at least one year due to its how damaged it is and how much gunk has built up on it. Unsurprisingly, Amazon is claiming that the item was returned as “defective”, so they will not issue a reimbursement, even though the serial number on the unit is different from the stock that I send to FBA!
Have you had any experience with a problem like this? How did you go about sorting it out?
25 replies
Seller_EJIX7rqDNQJi2
Unfortunately, this is a very common issue and 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.
Buyers are able to select any return reason and Amazon will not investigate whether it’s factual or not. Also, they can swap your items for something else, which Amazon will not notice and place them back into your sellable inventory following a return.
This is the main reason why FBA isn’t suitable for expensive low profit items as you will only end up at a loss. These products are supposed to be sold FBM so you can manage the returns yourself.
You could try documenting everything and then open a case with the Seller Support, requesting a reimbursement for the swapped/missing items, but a success is not guaranteed.
https://sellercentral.amazon.co.uk/gp/help/200379860?language=en_GB&ref=ag_200379860_cont_G200453320
Seller_hC0hNVDuILaKO
You can’t stop this unless you cease using FBA and go FBM only so that you handle all returns, and could have denied this refund since the buyer did not send the correct goods back.
With FBA you remain at the mercy of Amazon and the customers and can only price sufficiently well to absorb these losses.
Seller_xDtaDZ1Iek9Fq
we have returns like that as well… ours are low cost item (less than tenner). The pack we got back is a total different brand and half used. Put in a claim with FBA team with photo evidence etc… got reimbursed.
It is not end of the world if it was not, but putting a claim in, it put something on the buyer record. We need to do this, if everyone does, then the buyer will get flag up and hopefully they will get booted off.
Seller_bhSWqoVh7Pn98
That is why we do not use FBA any more
Try Seller Fulfilled Prime, it is better, although Amazon still refund, you can claim back from Amazon, and you usually get something back (if not as new), and if fraud, nag to get virtually all your money back
Seller_qHzcAWcsPVCfg
Is anyone else disgusted at the fact that Amazon scamming a seller is considered (or appears to be in many posts) to be totally acceptable.
I am.
Seller_qHzcAWcsPVCfg
Within every contract there is the essential element or test of “reasonableness”.
Of course it is reasonable for Amazon to include within FBA terms that THEY will decide on how returns are handled. Refunding a Buyer, from seller funds, for a smashed or substituted returned object would never by any reasonable thinking person or court be considered reasonable.
Hence Amazon are constantly breaking the terms of the contract which they wrote.
It is of course a numbers game - more sellers accept this sh|t than complain, hence more happy buyers and more money for Amazon.
