No reimbursements for customer damaged returns
Hello,
I’m getting pretty sick of Amazon refunding customers before they’ve even checked the condition of the returned product. Their customer return policy states “Please note that you must return each item in the same condition in which you received it. This means that new items must be returned new, unused and complete.”
Yet Amazon do not follow this policy and when it comes back marked ‘customer damaged’ will refuse to reimburse the seller, as per their totally contradictory seller policy.
I had early success in getting reimbursements for customer damaged returns, but lately have had no joy at all despite every adviser I speak to admitting that Amazon was wrong to refund the customer.
Has anyone got any methods/tactics that they use with success?
Thanks
7 replies
Seller_amUAzjvL5uIzu
It is contradictory but you have a choice to use FBA under their seller terms,if you dont like those terms dont use FBA.
Seller_z6B2L9xab6HlP
Customer received damaged
"The product was not damaged when it was shipped to the FC. It was received into the FC in a sellable condition, but was received by the customer in a damaged condition. This means the damage occurred between being received at the FC and being delivered to the customer.
Amazon’s policies provide reimbursement for: -
* Items damaged while in an Amazon fulfilment centre.
* Items lost or damaged by the carriers and distributors that we use to deliver products to the customer.
Please review this decision."
Not damaged, but customer claimed it was to get a free return
Nothing you can do.
Seller_EJIX7rqDNQJi2
Unfortunately, there is not much you can do.
When you signed up for FBA, you agreed to Amazon’s terms and conditions. Customer damaged returns are not subject to reimbursements.
Buyers are able to select any return reason and Amazon will not investigate whether it’s factual or not.
You could try documenting everything and then opening a case with the Seller Support, requesting a reimbursement for the damaged item, but a success is not guaranteed.
