Supplement returned as Defective?
Hi guys,
I’m pulling my hair out here. A customer bought a supplement that gets absolute rave reviews in the States and we are their UK reseller. This customer opened up the supplement but I’m not sure if they have used any of them, but they broke the seal. Then they requested to return and marked as “Defective”.
Now unless that person had a blood test to show that this supplement was not doing what it is supposed to do there is no way they can mark it as defective. Seller Services is giving me template replies that they have to accept a return if the product is defective.
I’m really annoyed, as they must be thick as two bricks to believe this. Is there any way I can get them to reverse the refund or cover it with their own cash?
Thanks,
Leanne
29 replies
Seller_EJIX7rqDNQJi2
Are you talking about a FBM or FBA order?
FBA returns are handled by Amazon. Dietary supplements and grocery items are normally marked are non-returnable but refunds are issued by the Customer Service anyway.
If this was a FBM order and a return was requested within the Amazon’s 30 days mandatory returns period, then you need to accept it and then process it depending on the condition upon receipt.
Since you mentioned that the order was already refunded, how did this happen? Both A-Z claims and FBA refunds can be disputed.
Seller_Cijrd1e699k09
Hi Kika,
Thank you for your reply. It was FBA, not FBM. How do I dispute this? Amazon keep saying I can’t because the purchaser says it was defective. But as per my post above, there is no way they can state it was defective as it’s a supplement?
Leanne
Seller_Cijrd1e699k09
And @Kika, are you suggesting that customers can ignore any notice of items not being returnable/refundable by simply marking it as defective? That way they can return absolutely everything they want for a full refund, even if they have used it?
Seller_Cijrd1e699k09
Thank you for your replies, everyone. @Kika, opting out of FBA is not an option. I was simply enquiring as to whether something like this could be appealed, or at least whether there was a way to get Amazon to fund the return rather than me. But it doesn’t sound as if this is possible. Easier to know this rather than banging my head against the wall trying to get them to see sense.
I’ll take it on the chin.
Seller_THte9Ti6D9kqC
I feel you brother.
We’ve recently had a similar situation with a £200 software. Returned as “defective” - the product in fact was not “defective”.
Knowingly or unknowingly the customer has abused return process by lying the item was “defective”. Moreover, it was activated and registered to her account.
After 2 months of stress, having no other choice, I sent the customer LBA as we were literally out of the pocket (product not resellable). Amazon intervened and on the last case they settled and reimbursed us £141 in less than a day.
Nonetheless, the customer right now has a £200 software that she can happily use and Amazon is now out of the pocket. I hope they actually take some action.
Terrible experience, not happy with Amazon recently.
Seller_RnE6ojbcppxmB
We get quite a few vitamins back from FBA. Various reasons. Most unwarranted. Didn’t like the colour of the tablets. Didn’t work. Capsules are too big. Capsules are too small. Not compatible with my system? Defective. My dog won’t eat them. The dog doesn’t like the smell.
Sometimes one tablet or capsule has gone or half the bottle. Amazon refund as it’s not their money. We just curse and get on with it. It is very annoying though. I cannot see Holland and Barrett accepting a half empty bottle of vitamins back because they are not compatible with my system.
Seller_bIVNWAWuPbk3l
why don’t you give the customer a call and ask them?
Seller_g84uEizcbEKaK
It’s how Amazon works. There is no time for personal interventions or looking at details - it’s just a numbers game. You’ve been shafted. It will happen time and time again and unless you can pour hours into every event, you have to allow for this type of thing in your margins and write it off.
It costs 15% to sell on Amazon if you fulfill. We always factor for 20% in calculations to allow for higher levels of customer service than other platforms and dealing with stupidity, fraud, dishonesty, etc. FBA will allow returns for all kinds of nonsensical and dishonest reasons and gleefully give your money away continuously. It is what it is. There is no customer service for sellers, you are facing the copy and paste machine.
Seller_OPIGLOYfyTIdQ
I would be very careful with all these pills. Better to keep the customer happy or Amazon could get crazy and start asking you for all the certificates. Do you have any.
