Customer damaged
12 replies
Seller_d7IktcehfQriR
Amazon say that they are not responsible for customer damaged items.
It is best to request a removal order for these units to inspect any damage. I have successfully obtained reimbursements for actual customer damaged items previously, however it may take a bit of discussion with seller support. I generally find that if the reimbursement value is under about £30 then it can be obtained - they seem to rigidly impose the policy of no reimbursements for customer damaged item when the reimbursement value is above £30.
I have somewhat an issue with “Customer Damaged” items. In general this is items which were damaged by the customers. If these were FBM you could easily refuse the return on these or issue a deduction from a refund. Amazon’s own return policy, which is included now under seller policies, state that customers must return items unused and in the same condition in which they were received.
I have had multiple occasions where the FC staff have denoted on the included paper notes that the item is “Used” to the point there is clearly some bodily fluids included with the return - why then are the staff accepting these as returns? It’s maybe because they have already refunded the customer and to then recharge them again would be more difficult for them than having sellers cover the cost.
One case Amazon refused to reimburse was a beach towel. It was returned with stains. Someone had clearly removed the brand tags. Used the beach towel extensively as there was stains from lotion or oil, then clearly tried to remove these by washing. Then reattaching the brand tags and returning over 30 days after receiving.
Another case is a bag where the customer returned the item as defective after over a month with about an 8"tear in the lining fabric - not even at the seam about 1 cm from the seam, with the seam remaining fully intact. Having tried to tear the lining using force of hands it just wasn’t possible.
I have filed a court claim against Amazon in regard to these two cases.
Seller_EJIX7rqDNQJi2
I am sorry but unfortunately, there is not much you can do as “Customer damaged” returns are generally not subject to reimbursements. When you signed up for FBA, you agreed to Amazon’s terms and conditions.
Buyers are able to select any return reason and Amazon will not investigate whether it’s factual or not.
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.
Here you can review the relevant Amazon policy and learn more about reimbursements for FBA items:
Seller_EJIX7rqDNQJi2
The opposite of accepting returns for FBA orders of grocery items would be refunding in full literally every buyer who contacts Amazon to complain about something or requests a return.
Out of the buyers who return grocery, many will not proceed with the return and instead keep the items.
Once Amazon receives back opened items which pose a health and safety hazard, they will then dispose of them, but this doesn’t apply to every case:
