Return Rates
Has anyone else seen a spike on returns in the last month or two? We have been selling the same product for over 4 years and have an average return rate of 1 to 1.5% per year. We have seen this leap to 5% and my NCX has gone from excellent to fair overnight?
I have checked all returns and 90% are buy and return in about 3 to 4 days of purchase.
The product is an ECO stain remover and has feedback score of 4.7 out of 100 feedback reviews and 3.8 stars product reviews with 618 posted. Over 4 years we have sold 10,000 units.
I have no idea on how to counter this trend as from what I understand if the trend continues I could have the listing removed by Amazon? Any advice?
23 replies
Seller_bhSWqoVh7Pn98
AMZ are now saying: ‘Amazon offers free returns on most items delivered to an address in the UK’
Therefore, Buyers are now thinking Sellers are doing the same, so they buy more and think they can return anything not wanted. Even worse, often used and cannot be resold, as well as costing Sellers fees, courier costs, etc.
FBA items also seem to be free returns.
Who is building this cost into the item price?
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https://www.amazon.co.uk/gp/help/customer/display.html?ref_=hp_left_v4_sib&nodeId=GJQG34CHB5RBDHZ9
About Free Returns
Amazon offers free returns on most items delivered to an address in the UK.
Free Returns on your eligible product(s) are subject to the conditions and information below:
- No minimum purchase is required to receive Free Returns.
- Free Returns are available to delivery addresses in the UK only. Additional geographic shipping restrictions may apply to particular products.
- If you’re not satisfied with your purchase, return the eligible product(s) in new and unworn condition in the original packaging for a full refund in accordance with our returns policy. We only refund the original shipping fees when you request a return within 14 days of receipt of the product.
- All product packaging and certificates of authenticity, grading, and appraisal must be returned with the product. Any product(s) returned without original documentation will be rejected. Any product(s) that have been resized, damaged or otherwise altered after delivery will not be accepted for return.
- Eligible product(s) must be returned using a trackable shipping method. Specific return options depend on your location. To see which options are available for your return, visit our Online Return Center. If you have any questions, contact our Customer Service and we will guide you through the process.
- Amazon will process your return and issue a full refund with no deduction for return shipping after receiving your return of the eligible product(s). If your return is not a result of an Amazon error, we will not refund the original shipping fees unless you request a return within 14 days of receipt of the product. In addition, some special product, order, or handling fees may still apply.
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Seller_B4VbHpnDLDLAU
Our amazon returns have hit an all time high on everything customers can fathom.
Size, False returns, used, ripped open packaging not reading descriptions.
We have had to up our prices to counter the % of returns on amazon now.
we just have to accept and move on. as per above it will only get worse as the new system comes in.
Seller_g9A9pMrqcDqa1
Depending on the cost of this product, could the buyers be hoping for a returnless refund thereby getting the product for free? I wouldn’t have thought a stain remover is something you’d normally think of returning so what reasons are buyers giving?
Seller_rCMOscf7cLHbo
Its mostly “we tried and did not remove the stain” But I never see any returning items? And the ones that do come back are empty?
We always reach out to every customer and try and solve and the ones that do allow us to help we solve there issue as its normally they have brought a 30ml pen to do a 2 foot square stained area or just not left the product on long enough. What is surprising is the increase in short term returns ie by Monday, get Tuesday and return Wednesday. And every return goes against our “voice of the customer” rating???
Seller_xUKHc5xSYJmI4
We try and follow the policy unfortunately the policy tends to be a hit or a miss. It its used its its unfit for resale then it does not qualify for a refund. It appears they want to bat on both sides of the fence.
Seller_rCMOscf7cLHbo
Your right. As customers get used to returning items and like you say “money is tight” they can purchase, use and then say it “useless” and get their money back. Amazon is always going to side with their customer. They don’t produce anything and have massive stocks with limited risks. As interest rates bite and we fall into recession this “trick” is only going to get worse. Let’s hope Amazon twig this and clamp down, I won’t hold my breath
Seller_ndaPEob9V3xxC
We sell some electrical products.
Is there any way to challenge the buyer or Amazon on this aspect of the return conditions?
I receive several returns where the packaging has been destroyed.
After correspondence with the buyer, the feedback is often that the product worked perfectly, but they could not wire to their existing system - so although the product is perfect, it is returned.
Seller_2Su3bcJXQR0sO
Yes, there has been a steep increase in return rates past lately. We get quite few orders of multiple and have noticed that customers are not returning ALL the units sent, twice last month they returned something completely different! Just hope Amazon FBA are checking the returned qty and the actual merchandise before refunding.
Seller_rCMOscf7cLHbo
We are seeing returns but do not see the items returned back to us and the reasons they give are generally rubbish ie defective item (for a cleaner?) Amazon just accept? Also seen a down turn in sales, largest drop in 4 years. This is gonna be a tough 12 to 18 months for sure. Does not help selling on a platform that is expensive and has no real interest in small vendors
Seller_4K2qdiWADHllq
The worse is when customers send items back using fba as they are defective, only then for the item to be unsellable, but when I receive the item back to me, the item was still packaged perfectly and sellable. So not only do you get charged for amazons fees, you also get charged for the item coming back to you. I mentioned this to amazon, and they said if the customer says it’s defective, we have to stand by what they say type thing.
All these policies where amazon is making it much nicer and easier for the customer is damaging their sellers, a fair policy is to do things so both sides benefit, if one side benefits more than the other, then that’s where the policy improvements stop.
