Customer refunds and FBA
I'm getting fed up now with Amazon so called policy on on refunds and returns. I've been on with a case now for a couple of months and its so annoying here are the basic details:
customer buys 2 of a product in the beauty category
customer requests refund as wrong product sent
amazon refunds customer
I have to pay the bill
customer told not to return product.
I create a case and ask the following questions:
if wrong product was sent then where is my products from my inventory?
why was the product not asked to be returned as if wrong product was sent then how do they know the category?
why am I fitting the bill if the wrong product was sent?
I received this:
Thank you for your patience while we investigated your concern regarding order 204-4549678-9780331 where the customer received an incorrect item.
I completely understand your concern regarding inventory for order 204-4549678-9780331. We have reviewed your case where you questioned why you're being charged when the customer received an item that you don't sell, and why your actual item is no longer in your inventory.
We have contacted our internal team for information regarding your issue. We will contact you as soon as we have an update or if any further information is required from your side.
We encourage you to wait for our response and assure you that our teams are working on your request.
Thank you for your understanding and patience.
------------------------------------------------------------------------------------------------------------------
It went backwards and forwards with me not being satisfied until it went to a "specialist team" and gave me a final answer:
We understand your query regarding the order ID 204-4549678-9780331 wherein you have not been reimbursed.
In this regard, please understand that I have checked and found that the unit was generated returned request with reason: "Wrong item was sent".
In accordance with our Customer Returns policy, the items has been identified as non-returnable.
Amazon will not reimburse sellers for items that cannot be returned, unless the item is non-returnable due to a reason for which Amazon takes responsibility.
Amazon will take responsibility for a non-returnable item when it is Amazon faulted ( carrier damaged ) and item not delivered scenarios.
The item is eligible for reimbursement if it is non-returnable, but the refund reason is any of the
following:
1. Amazon faulted (Carrier damaged)
2. Damaged by carrier
3. Received item in damaged packaging
4. Not delivered
5. Missed delivery date
We make that determination based on the reason for the refund request provided by the customer.
Please refer to the Customer Returns for Orders Fulfilled by Amazon help page for more information.
Please be informed that Amazon.com doesn't accept returns of the following items:
Computer laptops, desktops, and Kindles more than 30 days after delivery
- Items classified as hazardous materials or that use flammable liquids or gases (contact the manufacturer directly for service, warranty, return, and refund information)
- Any product missing the serial number or UPC
- Downloadable software products
- Online subscription
- Gift cards (except as required by law)
- Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.)
- Some jewelry orders
- Some health and personal care orders
- Grocery products
- Open software
- Items with special shipping restrictions
- Live insects
Further, I found that the reimbursement was initiated by you
Hence, as per Amazon policy, you are ineligible for reimbursement
--------------------------------------------------------------------------------------------------------
Can someone please tell me i'm not going mad as i feel ripped off. How did i initiate the reimbursement? it actually feels illegal.
Thanks for letting me vent and hope someone has had this before and can advise on it.
regards
Customer refunds and FBA
I'm getting fed up now with Amazon so called policy on on refunds and returns. I've been on with a case now for a couple of months and its so annoying here are the basic details:
customer buys 2 of a product in the beauty category
customer requests refund as wrong product sent
amazon refunds customer
I have to pay the bill
customer told not to return product.
I create a case and ask the following questions:
if wrong product was sent then where is my products from my inventory?
why was the product not asked to be returned as if wrong product was sent then how do they know the category?
why am I fitting the bill if the wrong product was sent?
I received this:
Thank you for your patience while we investigated your concern regarding order 204-4549678-9780331 where the customer received an incorrect item.
I completely understand your concern regarding inventory for order 204-4549678-9780331. We have reviewed your case where you questioned why you're being charged when the customer received an item that you don't sell, and why your actual item is no longer in your inventory.
We have contacted our internal team for information regarding your issue. We will contact you as soon as we have an update or if any further information is required from your side.
We encourage you to wait for our response and assure you that our teams are working on your request.
Thank you for your understanding and patience.
------------------------------------------------------------------------------------------------------------------
It went backwards and forwards with me not being satisfied until it went to a "specialist team" and gave me a final answer:
We understand your query regarding the order ID 204-4549678-9780331 wherein you have not been reimbursed.
In this regard, please understand that I have checked and found that the unit was generated returned request with reason: "Wrong item was sent".
In accordance with our Customer Returns policy, the items has been identified as non-returnable.
Amazon will not reimburse sellers for items that cannot be returned, unless the item is non-returnable due to a reason for which Amazon takes responsibility.
Amazon will take responsibility for a non-returnable item when it is Amazon faulted ( carrier damaged ) and item not delivered scenarios.
The item is eligible for reimbursement if it is non-returnable, but the refund reason is any of the
following:
1. Amazon faulted (Carrier damaged)
2. Damaged by carrier
3. Received item in damaged packaging
4. Not delivered
5. Missed delivery date
We make that determination based on the reason for the refund request provided by the customer.
Please refer to the Customer Returns for Orders Fulfilled by Amazon help page for more information.
Please be informed that Amazon.com doesn't accept returns of the following items:
Computer laptops, desktops, and Kindles more than 30 days after delivery
- Items classified as hazardous materials or that use flammable liquids or gases (contact the manufacturer directly for service, warranty, return, and refund information)
- Any product missing the serial number or UPC
- Downloadable software products
- Online subscription
- Gift cards (except as required by law)
- Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.)
- Some jewelry orders
- Some health and personal care orders
- Grocery products
- Open software
- Items with special shipping restrictions
- Live insects
Further, I found that the reimbursement was initiated by you
Hence, as per Amazon policy, you are ineligible for reimbursement
--------------------------------------------------------------------------------------------------------
Can someone please tell me i'm not going mad as i feel ripped off. How did i initiate the reimbursement? it actually feels illegal.
Thanks for letting me vent and hope someone has had this before and can advise on it.
regards
15 replies
Seller_19xPhE8YgkmxW
Hi Mitchs_sales_roo_759,
"customer requests refund as wrong product sent
amazon refunds customer "
"Further, I found that the reimbursement was initiated by you"
Seems to conflict?
Best of luck
Brian
Seller_VZBgBQdklmLkq
@Ange_Amazoncould you please look at this for me
Seller_TnBH4Q213xF7r
That is why FBA is a major risk.
Do you gain lots more sales due to FBA?
Amazon agreement basically says they can do what they feel like, you agreed to that by using FBA.
Most beauty items cannot be resold, so they are down as items that cannot be returned. However, if a Buyer says it is the wrong item, legally it is returnable, but as Amazon cannot process those items, it refunds them instead.
Either Amazon picked the wrong item, or more likely, the Buyer thought they were buying something else, so the wrong return reason, as 'no longer needed' was not an option to them for that product type, so they chose another reason instead as they did not want to pay for the return, then it just refunded them, so they learn to do the same again.
Maybe using SFP instead, so you fulfil the orders may be better, as then you can accept back items.
Seller_mcQb5QWHOEn7H
What annoys me is when they refund an item that has not been delivered at the exact date it said it would due to issues at the carriers end not mine but they give alternative date to deliver. So they have had money back plus received the item a bit late, bonus wow item and money back. They ask for tracking we give it why can Amazon not wait till that date and ask for return then give money back. Seems the only winner is the Customer.
Seller_VZBgBQdklmLkq
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon @Maja_Amazon @Ash_Amazon @Abella_Amazon @Angie_Amazon @JiAlex_Amazon
anyone help please
Glenn_Amazon
Hi there @Seller_VZBgBQdklmLkq,
I'm sorry for the delay in response. I've reviewed your issue and it sounds like the issue was from an FBA order. If that's the case after the system refunds if the unit is not returned within 45 days and its determined to be eligible for reimbursement you should be reimbursed. You can review this in the FBA customer returns reimbursement policy. If you haven't seen a unit be returned after 45 days and haven't been reimbursed you can reach out to Seller Support to investigate. If you are still having issues provide your most recent case ID on this order. Thank you for your understanding.
-Glenn
Seller_zWLyH8547xKdQ
I have all same problems with customers stating goods have missing parts, so Amaxon refund without me having a say. Its medical devices, sealed and QC checked, so always correct. Customer ends up getting free goods.
Why is it that i sell twice as much on Ebay, yet my refunds there are only 10% of Amazon refunds.
