Amazon send Frustration Free Packing for item not suitable without our knowledge
Since 2016, we have been receiving complaints and negative feedbacks for toys not packed in Amazon box, the shipping label on the box cannot peeled or damaged the box, no longer can be used as gift, the carrier left in front of the house getting wet and damaged, parts of the toys got lost etc. These packages are not designed for the frustration free packaging, we did not apply for it and Amazon is doing it without our knowledge and permission. As result, we get lots of negative feedbacks and product reviews and returns. Amazon even refuses to remove the negative reviews related with this matter. We still have to pay Amazon handling fee for each return caused by the damaged package. Amazon’s saying that the return rate caused by this practice is lower than 5% which is acceptable (while we have to pay the handling fee to Amazon and the products become unsellable), there is no loss to Amazon but all the sellers. I was told that to get Amazon boxed, we have to apply for Amazon prep service and pay more money. We use Amazon FBA service which clearly stated Amazon pack the item. Also in the frustration free packaging information, amazon stated clearly that Frustration-free packaging products are tested by Amazon according to the industry standard ISTA-3A for single parcel shipment, which simulates shipping and delivery conditions through a series of drop and vibration tests. We did not apply for this programme; the package was not designed for it and definitely will not pass on the test. We try our best to provide best products and customer service, we trusted Amazon to do FBA, now Amazon is forcing us to do things we have not agreed and prepared. I feel that we have been bullied for this and no way out, it is definitely not frustration free. Any one has same experience and what to do? If Amazon forces us to do this, then they should have two different handling fees: FAB standard fee and frustration free packaging fee (reduced), so that we as seller have choice and prepared. I feel much stressed about this issued as we are given no choice but face the complaints and loses of the damaged goods and paying Amazon handling fee as usual. I support Amazon saving cost but we should be given choices not been forced. Please give me your ideas and suggestions what to do. Is that something we as seller have to work together to make Amazon has fair policy on this?
21 replies
Seller_y85eShwkJ1SUS
Not ideal but would it be possible to wrap/bag the items before they are sent to the warehouse? (sorry I have no idea of their size).
They do have a rule somewhere I think, that how you sent the items in, should be sufficient for them to not be broken.
I don’t trust Amazon to pack mine properly, so all mine are sent in jiffy envelopes.
Seller_khOP9eghniiuh
Thanks Coral, the toys are packed in colour boxes as any other toy boxes, which need to be boxed and protected for delivery. They cannot be sent by jiffy bags.
Seller_2BrPSydGy6oyq
Unless you can supply these items either with an outer seal, or box to prevent the complaints, then perhaps need to accept the FBA service provided by Amazon is not suitable for your business and a better service can be offered by yourself, so switch these products to seller fulfilled?
I can understand you want the benefits of FBA, Prime by subcontracting logistics to Amazon, so either have to accept and build into your costs the risks of passing responsibility to others, or rethink your strategy?
Seller_khOP9eghniiuh
Make sure your packaged Units can pass a 3-foot drop test onto a hard surface without breaking. A drop test consists of five drops:
These are for Frustration free packaging requirement. We are not in that programme. We have not applied or prepared for this programme. We have nomal FBA service, which meant Amazon take the order- pack the item- desptch. No amazon is not packing the item, just depatching as it is. Clearly you have not the same issue. Any one have same experience, please say something
Seller_a4Pkh4DpAjhGI
Hi,
Have you had a resolution to this as I have been facing exactly the same issue as you? I have been getting bad product and seller reviews almost every week since April.
One of my FBA products is usually bought as a present for kids and the customers are complaining that the packaging arrives damaged and that the shipping labels are getting stuck directly onto the box which spoils the present and surprise. Amazon do not seem to get this point.
I have at each time managed to get them removed only after emailing directly to the Managing Director’s office who then always overrides refusals from the Seller Support Team. So in my view all they are doing is treating the symptoms and not solving the cause of the bad customer service. It also appears to be uniquely Amazon UK issue as I have not received any complaints in Europe.
Thanks,
Ken
Seller_IHY3RRPlqPcEh
I get what the poster is saying.
Amazon sticking postage labels on a boxed Barbie doll, sending it out like that. No outer brown parcel box.
This is not sellers needing to prepare your items better for shipping and ensuring they are protected. This is amazon being extremely lazy and pretty much incompetent by slapping an address label on the outside of a toy.
We are PAYING for them to ship to the customer, and the customer is paying too. Only a proportion of FBA fees is postage ( the rest sometimes covered by customers ) , the rest is picking and PACKING.
Can’t believe they think it’s fine to do this, is it really big toys they have done it to, like doll houses, bikes, etc? That is the only way I would agree with amazon and just stick a label on.
