return issued by FBA after 30 days
Hi,
I recently had a customer return issued for an FBA product. The issue is that the purchase date is 5th of September, ship date is 7th of September. I received an email on 19th of October that a refund had been issued. I calculated the days and it was 42 days which is in violation of Amazon's own 30 days refund policy. I wrote a case to seller support to get reimbursement and they said the product is customer damaged and no reimbursement will be issued as it's in accordance with Amazons FBA return policy.
I have noticed that Amazon has done this in the past as well. But I have seen an increase in these refunds and wanted to find a solution for it.
I have removed the detail related to the product and pasted the response I received from seller support. You guidance and support is appreciated.
"**Hello from Amazon Selling Partner Support,
Thank you for contacting us regarding your concern.
We understand your concern regarding your issue with the Order ID --.
We apologize for the inconvenience caused to you. We hold high regards for your concern and understand how frustrating it would has been for you.
In this regard, kindly be informed that we have completed our investigation on your order **--**.
Customer-damaged return units: 1
The original item X00-- from order -- was returned and identified to be in customer-damaged condition. The unit has been returned to your account in accordance with the FBA customer returns policy and is not in sellable condition. No reimbursement will be processed.
For more information, go to the FBA customer returns policy in Seller Inventory that is not in sellable condition must be removed from fulfilment centres within 30 days of notification.
If you do not remove the unsellable inventory within the next 30 days, Amazon may dispose of it. Removal fees may apply. Go to the link below in Seller Central:
Your patience and understanding in this matter are highly appreciated.
It was a sheer pleasure assisting you today.
Please let us know how we did.
Were you satisfied with the support provided?**"
2 replies
Seller_ZPh0h0ke3qws9
Unfortunately seller support have the power to make an exception and issue a refund outside of Amazon's 30 day returns policy. It's supposed to be issued sparingly in response to customers that are especially aggrieved with their order. Seller Support should have clarified that with you instead of ignoring your question altogether.
Sadly there is nothing you can do when seller support or an Amazon customer service agent decides to manually override Amazon's 30 day returns policy and issue a refund on your behalf without your consent. As long as the customer returns the unit to Amazon to be re-entered into Amazon's FC network the customer will always get a full refund (even if they damage it beyond repair).
