Amazon Refund Policy

Hi everyone,

As you know, selling here because chaotic and there’s always a million things to do.

One thing we are curious about is Amazon refunds.

A customer asked for a refund, and said the following:

The customer states:

Courier said item was handed to me but it was actually left at door. The parcel was part open at both ends. So the only item in the box was the xxxxx but no xxxxxx. Company should make sure parcel is securely packaged before giving to Courier. Don’t know who is at fault . Amazon will refund me for same.

This is certainly an Amazon FBA warehouse problem as our stock is always perfect when sent out. My question is, would this refund come out of our companies pocket or Amazons pocket? I tried opening a case to ask but they said "The order ID xxxxxxxxxxxx is not yet eligible for investigation. Allow at least 45 days from the customer return request date for the item to be returned to your inventory or reimbursed if eligible based on the reimbursement policy.

I would like to know if Amazon ever pays for some of the refunds, or if by default the refund is always charged to our company? Thanks!