Customer Returned Old Worn Item and Kept New Item via FBA and Amazon refunds the customer!
This has happened a few times now and I don’t know how to resolve this. I’ve been selling the same boots for a couple of years via FBA. Some are coming back as customer damaged and I look at the reason they provided to Amazon as delivered worn. You can clearly see the boots they have returned have been worn for at least a year. Amazon duly refund the customer and the customer also gets to keep the new boots!
I am totally at a loss as to why the Amazon returns team can’t see this is a scam.
I open a case with Amazon, provide all the information and photos, they ask for more photos and copy of every bit of paperwork then reply with we can’t help you, it’s not for us to decide whether the customer is telling the truth or not and we won’t be reimbursing you either. Apparently the only thing I can do is to open another case and make a complaint about the buyer and that’s it, there’s no chance of getting any reimbursement.
Can someone enlighten me as to what can be done, it’s not often it happens but when it does it’s really annoying as the boots are over £100. Yes you could say don’t use FBA but that’s not an option for me as I want to reach customers outside the UK by sending stock into UK Fulfilment Centres.
13 replies
Seller_esvgLzKXw2YAl
Whether you like it or not, that is part of using FBA.
All you can do, is to allow for this in your pricing structure.
As soon as you pass your items to Amazon, they have complete control over how this kind of thing is handled. In Amazon’s view, the customer is ALWAYS right!
That is part and parcel of why so many buy from Amazon. They know that they can return things etc, with no issues whatsoever.
So I’m afraid that the only answer to this, is to not use FBA.
Seller_hC0hNVDuILaKO
The only way forward that I can see, if you wish to remain with FBA is to ensure that all your boxes have one of those seals on them, that if broken means the stock cannot be sold.
That way any returns where the box has been opened would be sent to unfulfillable inventory and not returned to sale.
Can’t see how you can prevent swaps being sent back though…
Seller_0lQP368tpx7Wc
I am afraid we all have to abide by Amazon returns policy which is not the same as the rest. We sell CDs which are regularly returned and when we receive them back it is usually clearly evident that the CD has been played or copied. Amazon claim that they inspect items that they receive back to the FCs but I doubt this.
The last time I complained, I got this
" Please understand that Amazon is the world’s most earth centric company and amazon has a different return and refund policy for the order’s just to maintain a excellent customer service."
Like you, not using FBA is not an option for us but I’m afraid, unless I am wrong and someone tells you different there is nothing you can do.
Seller_ClN3tA7reZpQ0
Thanks for your replies. So I guess this buyer only need to ever pay once and you can get new boots every year for nothing until I stop selling that style. It’s so wrong, it’s almost unbelievable…
Seller_saK5Ah2SaNYjL
If you sell jewellery, clothing and footwear online you are very brave. You have to accept and pay for all returns.
Two years ago I bought a DTG printer to print T-shirts, bags, hoodies etc. It cost over £15K to set up but in the end I sold nothing… other than the entire setup to someone else. I made quite a few T-shirts for myself, staff and friends before I got rid of it all. I’m so glad I did.
I watched another local company go down the tubes on this. People would buy up to 5 different sizes of the same item and then return the 4 (or 5) that did not fit. Returns all paid for by the seller.
They have 30 days to return so can buy (hire) clothing, wear it for a party and return it smelly and dirty.
People often think they are smaller than they are so leave bad reviews about sizing.
@Mrs_Johnny_Depp You will occasionally get someone returning their old tat in exchange for your lovely new stuff. I have always opened cases and been reimbursed when this has happened to me. Take lots of photos. For me, the dishonest buyer has still got their money back but always from Amazon funds.
Seller_d7IktcehfQriR
I have had Amazon refuse to reimburse FBA returns that were clearly used by the customer.
Amazons return policy - which form part of the seller policies is clear. That returns must be unused and returned in the same condition that the customer received them. Amazon staff don’t check returns more than a quick visual inspection. They should at least match the item - which in some cases this hasn’t.
Amazon under certain values seem happy to reimburse for these items - however when it gets to about £30+ seem to refuse.
I submitted a court claim against Amazon for two orders totalling about £200 where it was clear the items were the customer used the items heavily and then returned to Amazon for a refund.
Seller_bhSWqoVh7Pn98
You could email the MD again, but I know on FBA you often do not win, you basically have to inform negligence by Amazon, which they consider Amazon are perfect in every way.
Do not sell FBA, or offer both for the same ASIN,example:
Fulfil yourself £100
FBA: £125
So, Buyers have a choice, and most will go cheaper as long as a considerable price difference. Use FBA otherwise only for FBA abroad and add 20% or more for returns cover
We tried FBA, and it is only ok for cheap items that rarely get returned, and even then get high losses.
SFP is ok for UK sales if you want. You can offer FBA and SFP
