Returned Item - Mobile Phone
Hi,
I’ve had a brand new (unopened) smartphone for sale which was sold via FBA. 2 weeks later the customer has out a refund request in and is awaiting for the smartphone to be returned back to FBA.
The reason for the return says:
Disposition: Customer Damaged
Customer Return Reason: not compatible with my system.
I’m a little confused how after 2 weeks of the customer having the brand new phone how now they’re returning the phone. This was brand new, still manufacturer sealed. What happens now if the box has been opened and the phone has been used?
I’m just a little worried that I’ll now have the money taken back out of my bank account when I’ve already spent it as needed the funds (hence why I sold the phone (which was an unwanted gift as I have a new company phone so didn’t need a new phone).
Can someone help me explain what happens next please.
Thank you
8 replies
Seller_zRxGmTYygCKIT
I had a “customer damaged” item in the past.
It went back to FBA, then eventually back to me.
Customer got refunded.
The item was damaged by the delivery driver.
I appealed the decision (customer damage is payable by the seller) and Amazon rejected my claim, so lost money and item.
I think when you get it back, you may get an open box back. If lucky, it will still be sealed.
Double check IMEI codes, as it may be a switch of devices.
Seller_NoMNQDGnEW5Bx
How have you managed to see a return request for an fba order?
Remember as an fba return it could be an empty box or an old phone so you need to make sure the return doesn’t go back into sale and comes back to you
Seller_Ic9sQ454UjtHE
Hi,
I can see the FBA return request by going to Reports > Fulfilment By Amazon > FBA Customer Returns
and then it will show the return request information. As this is being shipped back to a FBA facility will they (amazon) be the ones who will inspect the return and decide its fate? Will they also check the IMEI number? What happens if the box is opened and used? will the item still be re-listed/sold as brand new? What happens if they send back an empty box?
Sorry for all the questions just a little worried in case i end up being scammed.
Seller_NoMNQDGnEW5Bx
They most likely won’t check anything other than that the box looks like a phone box, definitely not the imei
What do your returns/furbishing settings say?
Seller_Ic9sQ454UjtHE
Actually all it gives me the option to select which is already selected is:
I want Amazon to automatically authorise all requests that meet Amazon policy
Seller_NoMNQDGnEW5Bx
That’s fbm, if you go to settings, fba, then there’s grade and resell and furbishing settings, check those
