FBA Returns That Are Completely Damaged By Customer?
Hi all,
Recently, as sales have slowly increased, I’ve noticed more returns from customers. Our products are made for the purpose of training, so it seems that once people have used our product to train/practice with, e.g. for an exam. They end up returning the item as they may not need the product now that they’ve taken their exam or test.
The products are returned in a state that is completely unsellable, so we are losing money everywhere, from the purchase of the product to shipping to amazon, fees incurred on the purchase, then finally having to create a removal order and be left with a product that we must bin now.
My question: Is this even allowed? How are customers able to use a product to the point of it being unsellable and return it 30 days later without consequence, this seems so unfair to sellers, especially ones in my industry.
Really appreciate any responses, thanks!
FBA Returns That Are Completely Damaged By Customer?
Hi all,
Recently, as sales have slowly increased, I’ve noticed more returns from customers. Our products are made for the purpose of training, so it seems that once people have used our product to train/practice with, e.g. for an exam. They end up returning the item as they may not need the product now that they’ve taken their exam or test.
The products are returned in a state that is completely unsellable, so we are losing money everywhere, from the purchase of the product to shipping to amazon, fees incurred on the purchase, then finally having to create a removal order and be left with a product that we must bin now.
My question: Is this even allowed? How are customers able to use a product to the point of it being unsellable and return it 30 days later without consequence, this seems so unfair to sellers, especially ones in my industry.
Really appreciate any responses, thanks!
38 replies
Seller_EJIX7rqDNQJi2
I am sorry but unfortunately, there is not much you can do as “Customer damaged” returns are not subject to reimbursements. When you signed up for FBA, you agreed to Amazon’s terms and conditions.
You could try documenting everything and then opening a case with the Seller Support, requesting a reimbursement for the damaged item, but a success is not guaranteed.
https://sellercentral.amazon.co.uk/gp/help/200379860?language=en_GB&ref=ag_200379860_cont_G200453320
Seller_Yja9oH7DLHk2I
I constantly have the same problem. I open cases with seller support.
I had 6 items arrive back yesterday in 2 different boxes over the last week. 4 of the units had parts missing so I opened 2 cases (1 for each box).
One case got reimbursed. On the other case I got told as they were defective they would not reimburse me.
It is really frustrating. Inconsistent replies make it even more annoying.
Seller_lljyzgTxr5fgI
This process is nothing new, confined just to Amazon or indeed the internet. Fifty years ago, people would go to M&S on a Friday (when they got paid), buy a new dress or suit, wear it for the weekend and then take it back on a Monday and get their money back because M&S policies allowed them to do so. Amazon policies allow the same but this is all in their drive to become “Earth’s most customer centric company” (I see this on all the emails now). I sympathise entirely with your position. We’ve just had quite an expensive item returned deemed as “faulty” but when we tested the item (as per the customers reported faults) it works perfectly and we have repeated the tests many times over a long period of time. We have therefore concluded that the customer simply wanted to use the item for 29 of the 30 days, then send it back for refund. Fortunately for us, it is still saleable again. Unfortunately, if seller support doesn’t help, it may be a case of not selling that product (even though that might cause some difficulty). I hope you can get some satisfactory resolution.
Seller_bhSWqoVh7Pn98
As you all seem to be aware Amazon FBA is so bad, why is anyone still shipping to FBA?
If you all no longer use FBA, then Amazon may wake up and change their terms and check returns properly. I gather it is the main gripe and problem. Totally unfair, they get paid to check and still refund a Buyer for a damaged item, and Buyers know it as well, so do not care.
We stopped using FBA over a year ago, losing most of our orders of 1 popular brand to a competitor who used FBA, but that competitor now virtually sells none of those items (I’m aware they lost so much money on refunds), so we are selling those items again. Therefore, Amazon policies mean Buyers lose out as well in the end!
==
SFP means you get the Buy Box still, and Buyers like Prime, but at least when an item is returned, you can reject it, or if Amazon CS refund, a Safe-T Claim means Amazon lose most of the money and not you.
I still prefer standard orders, but Prime is becoming so popular and Amazon seem to put PRIME items first when searched, SFP sort of gets over a number of issues, even though still has a lot of issues
Seller_cedsnRIkO32W2
Have you considered legal action against the customer?
Seller_2mBuSZHtWaypi
You have to bight your tongue and get used to it.
I sell birthday cake kits which customers return after use, even sending the used, melted candles back. Its a disgrace, but this is the breed of shopper Amazon is generating!!!
Seller_xUKHc5xSYJmI4
Hi
You have identified the disadvantages of using FBA?
Seller_RnDSpi3VaWB4x
Hi there’s a lurker on these forums who appears to quote T’s and C’s ad infinitum but leaving that to one side…one of the reasons for the increase in ‘customer damaged’ is that Amazon has downgraded its packaging. When the items are returned squashed they are blaming the customer. Amazon are also not checking about the outright theft of parts and accessories etc.
FBA Returns That Are Completely Damaged By Customer?
Hi all,
Recently, as sales have slowly increased, I’ve noticed more returns from customers. Our products are made for the purpose of training, so it seems that once people have used our product to train/practice with, e.g. for an exam. They end up returning the item as they may not need the product now that they’ve taken their exam or test.
The products are returned in a state that is completely unsellable, so we are losing money everywhere, from the purchase of the product to shipping to amazon, fees incurred on the purchase, then finally having to create a removal order and be left with a product that we must bin now.
My question: Is this even allowed? How are customers able to use a product to the point of it being unsellable and return it 30 days later without consequence, this seems so unfair to sellers, especially ones in my industry.
Really appreciate any responses, thanks!
FBA Returns That Are Completely Damaged By Customer?
Hi all,
Recently, as sales have slowly increased, I’ve noticed more returns from customers. Our products are made for the purpose of training, so it seems that once people have used our product to train/practice with, e.g. for an exam. They end up returning the item as they may not need the product now that they’ve taken their exam or test.
The products are returned in a state that is completely unsellable, so we are losing money everywhere, from the purchase of the product to shipping to amazon, fees incurred on the purchase, then finally having to create a removal order and be left with a product that we must bin now.
My question: Is this even allowed? How are customers able to use a product to the point of it being unsellable and return it 30 days later without consequence, this seems so unfair to sellers, especially ones in my industry.
Really appreciate any responses, thanks!
FBA Returns That Are Completely Damaged By Customer?
Hi all,
Recently, as sales have slowly increased, I’ve noticed more returns from customers. Our products are made for the purpose of training, so it seems that once people have used our product to train/practice with, e.g. for an exam. They end up returning the item as they may not need the product now that they’ve taken their exam or test.
The products are returned in a state that is completely unsellable, so we are losing money everywhere, from the purchase of the product to shipping to amazon, fees incurred on the purchase, then finally having to create a removal order and be left with a product that we must bin now.
My question: Is this even allowed? How are customers able to use a product to the point of it being unsellable and return it 30 days later without consequence, this seems so unfair to sellers, especially ones in my industry.
Really appreciate any responses, thanks!
38 replies
38 replies
Seller_EJIX7rqDNQJi2
I am sorry but unfortunately, there is not much you can do as “Customer damaged” returns are not subject to reimbursements. When you signed up for FBA, you agreed to Amazon’s terms and conditions.
You could try documenting everything and then opening a case with the Seller Support, requesting a reimbursement for the damaged item, but a success is not guaranteed.
https://sellercentral.amazon.co.uk/gp/help/200379860?language=en_GB&ref=ag_200379860_cont_G200453320
Seller_Yja9oH7DLHk2I
I constantly have the same problem. I open cases with seller support.
I had 6 items arrive back yesterday in 2 different boxes over the last week. 4 of the units had parts missing so I opened 2 cases (1 for each box).
One case got reimbursed. On the other case I got told as they were defective they would not reimburse me.
It is really frustrating. Inconsistent replies make it even more annoying.
Seller_lljyzgTxr5fgI
This process is nothing new, confined just to Amazon or indeed the internet. Fifty years ago, people would go to M&S on a Friday (when they got paid), buy a new dress or suit, wear it for the weekend and then take it back on a Monday and get their money back because M&S policies allowed them to do so. Amazon policies allow the same but this is all in their drive to become “Earth’s most customer centric company” (I see this on all the emails now). I sympathise entirely with your position. We’ve just had quite an expensive item returned deemed as “faulty” but when we tested the item (as per the customers reported faults) it works perfectly and we have repeated the tests many times over a long period of time. We have therefore concluded that the customer simply wanted to use the item for 29 of the 30 days, then send it back for refund. Fortunately for us, it is still saleable again. Unfortunately, if seller support doesn’t help, it may be a case of not selling that product (even though that might cause some difficulty). I hope you can get some satisfactory resolution.
Seller_bhSWqoVh7Pn98
As you all seem to be aware Amazon FBA is so bad, why is anyone still shipping to FBA?
If you all no longer use FBA, then Amazon may wake up and change their terms and check returns properly. I gather it is the main gripe and problem. Totally unfair, they get paid to check and still refund a Buyer for a damaged item, and Buyers know it as well, so do not care.
We stopped using FBA over a year ago, losing most of our orders of 1 popular brand to a competitor who used FBA, but that competitor now virtually sells none of those items (I’m aware they lost so much money on refunds), so we are selling those items again. Therefore, Amazon policies mean Buyers lose out as well in the end!
==
SFP means you get the Buy Box still, and Buyers like Prime, but at least when an item is returned, you can reject it, or if Amazon CS refund, a Safe-T Claim means Amazon lose most of the money and not you.
I still prefer standard orders, but Prime is becoming so popular and Amazon seem to put PRIME items first when searched, SFP sort of gets over a number of issues, even though still has a lot of issues
Seller_cedsnRIkO32W2
Have you considered legal action against the customer?
Seller_2mBuSZHtWaypi
You have to bight your tongue and get used to it.
I sell birthday cake kits which customers return after use, even sending the used, melted candles back. Its a disgrace, but this is the breed of shopper Amazon is generating!!!
Seller_xUKHc5xSYJmI4
Hi
You have identified the disadvantages of using FBA?
Seller_RnDSpi3VaWB4x
Hi there’s a lurker on these forums who appears to quote T’s and C’s ad infinitum but leaving that to one side…one of the reasons for the increase in ‘customer damaged’ is that Amazon has downgraded its packaging. When the items are returned squashed they are blaming the customer. Amazon are also not checking about the outright theft of parts and accessories etc.
Seller_EJIX7rqDNQJi2
I am sorry but unfortunately, there is not much you can do as “Customer damaged” returns are not subject to reimbursements. When you signed up for FBA, you agreed to Amazon’s terms and conditions.
You could try documenting everything and then opening a case with the Seller Support, requesting a reimbursement for the damaged item, but a success is not guaranteed.
https://sellercentral.amazon.co.uk/gp/help/200379860?language=en_GB&ref=ag_200379860_cont_G200453320
Seller_EJIX7rqDNQJi2
I am sorry but unfortunately, there is not much you can do as “Customer damaged” returns are not subject to reimbursements. When you signed up for FBA, you agreed to Amazon’s terms and conditions.
You could try documenting everything and then opening a case with the Seller Support, requesting a reimbursement for the damaged item, but a success is not guaranteed.
https://sellercentral.amazon.co.uk/gp/help/200379860?language=en_GB&ref=ag_200379860_cont_G200453320
Seller_Yja9oH7DLHk2I
I constantly have the same problem. I open cases with seller support.
I had 6 items arrive back yesterday in 2 different boxes over the last week. 4 of the units had parts missing so I opened 2 cases (1 for each box).
One case got reimbursed. On the other case I got told as they were defective they would not reimburse me.
It is really frustrating. Inconsistent replies make it even more annoying.
Seller_Yja9oH7DLHk2I
I constantly have the same problem. I open cases with seller support.
I had 6 items arrive back yesterday in 2 different boxes over the last week. 4 of the units had parts missing so I opened 2 cases (1 for each box).
One case got reimbursed. On the other case I got told as they were defective they would not reimburse me.
It is really frustrating. Inconsistent replies make it even more annoying.
Seller_lljyzgTxr5fgI
This process is nothing new, confined just to Amazon or indeed the internet. Fifty years ago, people would go to M&S on a Friday (when they got paid), buy a new dress or suit, wear it for the weekend and then take it back on a Monday and get their money back because M&S policies allowed them to do so. Amazon policies allow the same but this is all in their drive to become “Earth’s most customer centric company” (I see this on all the emails now). I sympathise entirely with your position. We’ve just had quite an expensive item returned deemed as “faulty” but when we tested the item (as per the customers reported faults) it works perfectly and we have repeated the tests many times over a long period of time. We have therefore concluded that the customer simply wanted to use the item for 29 of the 30 days, then send it back for refund. Fortunately for us, it is still saleable again. Unfortunately, if seller support doesn’t help, it may be a case of not selling that product (even though that might cause some difficulty). I hope you can get some satisfactory resolution.
Seller_lljyzgTxr5fgI
This process is nothing new, confined just to Amazon or indeed the internet. Fifty years ago, people would go to M&S on a Friday (when they got paid), buy a new dress or suit, wear it for the weekend and then take it back on a Monday and get their money back because M&S policies allowed them to do so. Amazon policies allow the same but this is all in their drive to become “Earth’s most customer centric company” (I see this on all the emails now). I sympathise entirely with your position. We’ve just had quite an expensive item returned deemed as “faulty” but when we tested the item (as per the customers reported faults) it works perfectly and we have repeated the tests many times over a long period of time. We have therefore concluded that the customer simply wanted to use the item for 29 of the 30 days, then send it back for refund. Fortunately for us, it is still saleable again. Unfortunately, if seller support doesn’t help, it may be a case of not selling that product (even though that might cause some difficulty). I hope you can get some satisfactory resolution.
Seller_bhSWqoVh7Pn98
As you all seem to be aware Amazon FBA is so bad, why is anyone still shipping to FBA?
If you all no longer use FBA, then Amazon may wake up and change their terms and check returns properly. I gather it is the main gripe and problem. Totally unfair, they get paid to check and still refund a Buyer for a damaged item, and Buyers know it as well, so do not care.
We stopped using FBA over a year ago, losing most of our orders of 1 popular brand to a competitor who used FBA, but that competitor now virtually sells none of those items (I’m aware they lost so much money on refunds), so we are selling those items again. Therefore, Amazon policies mean Buyers lose out as well in the end!
==
SFP means you get the Buy Box still, and Buyers like Prime, but at least when an item is returned, you can reject it, or if Amazon CS refund, a Safe-T Claim means Amazon lose most of the money and not you.
I still prefer standard orders, but Prime is becoming so popular and Amazon seem to put PRIME items first when searched, SFP sort of gets over a number of issues, even though still has a lot of issues
Seller_bhSWqoVh7Pn98
As you all seem to be aware Amazon FBA is so bad, why is anyone still shipping to FBA?
If you all no longer use FBA, then Amazon may wake up and change their terms and check returns properly. I gather it is the main gripe and problem. Totally unfair, they get paid to check and still refund a Buyer for a damaged item, and Buyers know it as well, so do not care.
We stopped using FBA over a year ago, losing most of our orders of 1 popular brand to a competitor who used FBA, but that competitor now virtually sells none of those items (I’m aware they lost so much money on refunds), so we are selling those items again. Therefore, Amazon policies mean Buyers lose out as well in the end!
==
SFP means you get the Buy Box still, and Buyers like Prime, but at least when an item is returned, you can reject it, or if Amazon CS refund, a Safe-T Claim means Amazon lose most of the money and not you.
I still prefer standard orders, but Prime is becoming so popular and Amazon seem to put PRIME items first when searched, SFP sort of gets over a number of issues, even though still has a lot of issues
Seller_cedsnRIkO32W2
Have you considered legal action against the customer?
Seller_cedsnRIkO32W2
Have you considered legal action against the customer?
Seller_2mBuSZHtWaypi
You have to bight your tongue and get used to it.
I sell birthday cake kits which customers return after use, even sending the used, melted candles back. Its a disgrace, but this is the breed of shopper Amazon is generating!!!
Seller_2mBuSZHtWaypi
You have to bight your tongue and get used to it.
I sell birthday cake kits which customers return after use, even sending the used, melted candles back. Its a disgrace, but this is the breed of shopper Amazon is generating!!!
Seller_xUKHc5xSYJmI4
Hi
You have identified the disadvantages of using FBA?
Seller_xUKHc5xSYJmI4
Hi
You have identified the disadvantages of using FBA?
Seller_RnDSpi3VaWB4x
Hi there’s a lurker on these forums who appears to quote T’s and C’s ad infinitum but leaving that to one side…one of the reasons for the increase in ‘customer damaged’ is that Amazon has downgraded its packaging. When the items are returned squashed they are blaming the customer. Amazon are also not checking about the outright theft of parts and accessories etc.
Seller_RnDSpi3VaWB4x
Hi there’s a lurker on these forums who appears to quote T’s and C’s ad infinitum but leaving that to one side…one of the reasons for the increase in ‘customer damaged’ is that Amazon has downgraded its packaging. When the items are returned squashed they are blaming the customer. Amazon are also not checking about the outright theft of parts and accessories etc.
