Customer Returns going out of control
Hi all,
We have started selling on Amazon SPF (selling kitchen appliances) for the past 3 to 4 months however we are getting to a stage where we are getting around 10% returns. People are using items for around 30 days and then claiming quality not acceptable / defective etc… and returning the item. We have no control and when we receive the item it is either heavily used or used to an extent where by we would have to reduce the item price considerably.
We are finding that a lot of people are abusing the amazon return system just to trial the items and then return it. Nearly 99% of the time nothing is wrong with the items. Am i within my rights to deduct a certain percentage from the refund or would this lead to customers complaining to Amazon CS and they automatically refunding the customer.
The items we sell are fairly high value items £300 plus therefore returns which are not valid do end up costing us. Any advise from anyone would be much appreciated.
30 replies
Seller_2BrPSydGy6oyq
Amazon returns policy requires that items must be returned in the same condition as sent, unused.
If returns show signs of use, or not faulty as claimed, then you can make a partial refund, personally I would take photos and send to the buyer on returned condition, explaining as used only a partial refund can be made.
However, partial refunds may lead to A-Z claim and, or neg feedback, but it’s your call and possible.
Seller_NoLYurmb006tq
Hi the problem you have with reasons such as quality not acceptable / defective - its highly going to be item dependable in regards to how things are with consumer law - for example say I bought a air fryer of you and after a couple of weeks thought hmm its not cooking properly or its taking to long compared to what is stated - I can then return this item as not fit for purpose.
My experience is when returns rise there is a issue and it may not be the return reason it could be quality or price - say I bought a air fry from you for 25 pound if it took a little longer to cook I would not complain if I paid 40 then I would if you get my meaning.
We have avoided electrical mostly due to potential issues like this we only sell a couple of solar items and battery operated items rest are in other categories.
Seller_0xavPE91kwzcZ
We are in the same situation. Claim on SafeT through your seller dashboard if it’s MFN/SFP whenever you can. If it’s FBA - suck it up and say bye to your high value items because the chance of you getting money back on customer returns is next to zero. The final hand grenade option is to just not sell on Amazon.
Seller_NoLYurmb006tq
If its a return through defect etc. your pretty stuck if its amazon or your own website, if it is losses etc then this is different.
We have had a few returns due to courier damage lately - FBA it is as well one customers feedback was they through it over the fence and its smashed to peaces it was glass and prep was done by amazon had another similar now I have a notification for voice of the customer as poor on that item and case log is just in space.
Seller_1NzbMdmbx5WuS
Thanks for all the advise. I feel like the customers just use Amazon as a lending library for their goods. They try and return with no second thought given. If it does lead to A-Z claims if we have photo evidence of the item being heavily used sometime even returned with missing items in it how successful would we be. I have found that Amazon will still favour the buyer and give them 100% refund.
Seller_0wTxwqWmX6wBE
Best (and only) thing to do is to try and work these averages into your costing if you can. That’s what we do.
Seller_NoLYurmb006tq
Hi is it not worth focusing on why they are high we sell items RRP on prime from £3.59-£60 we don’t send any higher value items in than that and we do a combined total of usually between 2-2200 units per month 50-100 units a day and we usually only get about 10 a month this month we had 2 damage by courier, and 4 were customers have returned as damaged not had them back from fba yet but imagine there will be nothing wrong with them.
It is down to quality VS price mostly if its not great quality keep the price low if its good quality be priced right but be competitive with it with similar products on amazon is the way I look at it and it seems to work well for us.
Seller_5Qk2OCkmLZ8H3
What was your returns percentage prior to opting into SFP?
Seller_4MlYJvoHfdkDh
SFP is free, paid returns is it not? Probably why. I never will enrol in any of Amazons schemes.
Seller_sh8kHP0M4xUrc
Anyone says that amazon is trying to protect the seller, and there are new policies for the returns etc.
we get returns that are 18 months old orders, and amazon refund the customers the full value, although the items now are half the price.
Amazon customers do not call manufactures for any warranty claims, and amazon refund all their customers regardless if their orders are within the 30 days or 30 weeks, or even longer.
We opened cases with amazon, and the robotic responses happening all the time, with no resolution.
