FBA Customer Returns Policy needs to change
We sell premium Japanese action figures on Amazon FBA, high-quality collectibles with multiple detachable and interchangeable parts designed for enhanced articulation. Recently, we've noticed a troubling trend: customers are ordering these products, stealing parts or damaging products (sometimes admitting so in return reasons like “I threw away parts”), and then returning them.
This behaviour leads to significant losses for us sometimes wiping out 20–30% of the profit margin on an entire product lot.
Our concern is: why does Amazon continue to accept returns of obviously damaged or incomplete items? We're not against returns when products are in re-sellable condition or have legitimate factory defects. But accepting customer-damaged returns shifts the entire financial burden onto sellers, while Amazon retains its fees and adds further penalties.
This system is not sustainable for sellers like us. We urge Amazon to reconsider its return policies and only allow returns when the product is either unused or has a manufacturing fault, not when it's been damaged by the customer.
FBA Customer Returns Policy needs to change
We sell premium Japanese action figures on Amazon FBA, high-quality collectibles with multiple detachable and interchangeable parts designed for enhanced articulation. Recently, we've noticed a troubling trend: customers are ordering these products, stealing parts or damaging products (sometimes admitting so in return reasons like “I threw away parts”), and then returning them.
This behaviour leads to significant losses for us sometimes wiping out 20–30% of the profit margin on an entire product lot.
Our concern is: why does Amazon continue to accept returns of obviously damaged or incomplete items? We're not against returns when products are in re-sellable condition or have legitimate factory defects. But accepting customer-damaged returns shifts the entire financial burden onto sellers, while Amazon retains its fees and adds further penalties.
This system is not sustainable for sellers like us. We urge Amazon to reconsider its return policies and only allow returns when the product is either unused or has a manufacturing fault, not when it's been damaged by the customer.
10 replies
Seller_ZQyopdiwkUHOZ
From Amazon's point of view, it's better for them this way.
They keep a large portion of the fee and charge you for the return processing, so they still profit on the order. It's your stock being damaged, so they don't lose the stock or have to refund the transaction.
Allowing buyers to scam like this means more people will shop on Amazon. Yes, those people will scam, but if Amazon isn't the one being harmed, that's not a negative for them.
If third party sellers fold due to this, or walk away, there will always be more taking their places.
For Amazon, the only consideration is what leads to more people buying through them. Anything after that point becomes irrelevant.
Sunnie_Amazon
Hello, @Seller_dLZmaejGJnH1K,
Thank you for coming to the Forums. This is Sunnie, from Amazon, and I'm sorry to see you're going through this. This is not the experience we want for our Sellers. Have you tried to report the buyer?
To ensure we have all the necessary information to address your concerns thoroughly, we kindly ask that you use the "Report Abuse" tool in Seller Central (help article). This will allow you to provide comprehensive details about the situation.
I want to assure you that we take these reports very seriously. While we must maintain confidentiality regarding the specifics of our investigations due to privacy policies, please know that we will conduct a thorough review and take appropriate action as needed.
We understand how challenging these situations can be for our valued sellers, and we're committed to maintaining a fair and trustworthy marketplace. Your report plays a crucial role in helping us achieve this goal.
Thank you for your patience and understanding throughout this process. We sincerely appreciate your contribution to our seller community and are here to support you. If you have any further questions or concerns, please don't hesitate to reach out.
Wishing you continued success in your business endeavors.
-Sunnie
