Amazon Renewed Guarantee......final straw
I received this yesterday and it will kill my business in its existing form …because my I.T. products are supported by the brands for the year’s warranty. I don’t want to be forced to take something back and refund nine or ten months in… I have no recourse up the chain. Will end up having to send them myself to be fixed and then build up second hand repaired items having given the buyer back full refund!
This is a Amazon killing a cash cow… We’ll all leave Renewed. I kept thinking how are they going to screw me next…first they took away the condition notes box for new. Then they closed Refurbished. Now this, which basically overrides the buyer’s direct relationship with the brand for support after the 30 day DOA period and throws it at our feet.
"Pre-Launch Announcement: Amazon Renewed Guarantee
Dear Seller,
Amazon Renewed is pleased to announce the launch of the Amazon Renewed Guarantee effective June 30, 2019. With this guarantee, Renewed customers will be able to access Amazon’s “Talk to the Expert” support team that troubleshoots, replaces or refunds a product if it does not work as expected. The Amazon Renewed Guarantee will be valid for one year after a customer’s receipt of a Renewed product sold in an Amazon Renewed store in the UK, France, Germany, Spain or Italy.
Why are we launching the Amazon Renewed Guarantee?
Customers have voiced that they like to save money by buying Renewed products, but don’t like the uncertainty that comes with buying a non-new product. Customers prefer the simplicity and consistency of Amazon as their single point of contact to resolve product issues, and would be more inclined to buy Renewed products with an Amazon-facilitated guarantee.
The Amazon Renewed Guarantee will allow customers to shop with confidence and be fully satisfied with their Amazon Renewed purchase. We piloted the Amazon Renewed Guarantee in the US in 2018, with results showing an increase in customer product ratings, and a decrease in returns and refunds driven by the success of the Amazon’s “Talk to the Expert” team. We will therefore be expanding the Amazon Renewed Guarantee to Europe.
What are the benefits of the Amazon Renewed Guarantee?
The Amazon Renewed Guarantee gives Amazon customers:
Free troubleshooting and quick support for Amazon Renewed Guarantee claims via a single point of contact at Amazon
Amazon-facilitated replacement or refund within one-year of receipt if the product does not work as expected
The Amazon Renewed Guarantee gives Selling Partners:
Amazon’s Customer Support experts troubleshooting issues to avoid unnecessary returns and refunds
Focus on replacements over returns and refunds
Reduction in handling time of Customer complaints
Selling Partners’ legal obligations to provide customer support remain unaffected, but with the Amazon Renewed Guarantee, Amazon is taking over a lot of that support in the first year.
What is the Amazon Renewed Guarantee Experience?
Amazon will now handle first-tier product support and guarantee claims for one year after the customer’s receipt of the product. Our “Talk to the Expert” Support team has been trained to minimize returns by providing technical troubleshooting with their in-depth knowledge supporting a wide variety of products.
If technical troubleshooting does not fix the issue, a customer can get a replacement unit of same model, color, and version of the originally purchased unit, if one is still available. If a replacement isn’t available, the customer will get a full refund. The option for a replacement is available only for products fulfilled by Amazon.
What do you need to do next?
After June 30, 2019, you will begin accepting returns facilitated by Amazon up to one-year from customer receipt of the product.
Merchant Fulfilled Network (MFN) Selling Partners must opt-in to pre-paid return mailing labels within Seller Central to make their Renewed product listings eligible for the Amazon Renewed Guarantee. Lack of compliance may result in the removal of Amazon Renewed selling privileges.
If you are selling through FBA your products will automatically be eligible for the Amazon Renewed Guarantee.
Frequently Asked Questions
Which products are included in the Amazon Renewed Guarantee?
All Renewed products, with the exception of traditional wrist watches and Amazon Devices (e.g. Echo, Fire, etc.), sold in the Amazon Renewed store are part of the Amazon Renewed Guarantee.
Can I opt-out of the Amazon Renewed Guarantee?
No, the Amazon Renewed Guarantee will be required for all products sold in the Amazon Renewed store with the exception of traditional wrist watches and Amazon Devices (e.g. Echo, Fire, etc.).
Will I be able to appeal an Amazon Renewed Guarantee reimbursement?
You will be able to appeal the Guarantee reimbursement only in cases where the incorrect item was shipped back (e.g. different serial number or model) or the item was returned in a condition different than when it was shipped (e.g. damaged by the customer). You must be able to provide documentation to prove either of these scenarios. To appeal, please contact us following the instructions in the FAQ below.
What is the customer’s role in returning an Amazon Renewed products?
Customers can return a product that does not work as expected at no charge to them. Customers who do not return the product after having received a refund or replacement, may be charged the original amount they paid for the product. Before returning a product that does not work as expected, a customer must, as applicable, save and back up all of their data, switch off any personal tracking options on the device and perform a factory-reset to remove personal data before returning the product that does not work as expected. If these steps are not performed, the product may not qualify for a replacement or refund.
Thank you,
Amazon Renewed"
81 replies
Seller_G1PKKllhFr07V
Wow, I guess as a customer, I will only buy renewed from now on. The promised support seems (has) to be better by far than buying new.
As a seller, this promises endless pain. Imagine selling a used PC to someone. “It’s not printing!” - bam - refund.
Seller_wQUjIxGWybFgG
Interesting Amazon’s own products are excluded - why is that I wonder ?? 
Seller_tJZSiH5mkICSk
I truly believe that Amazon is killing the 3rd party business day by day in countries where it has grown substantially and has got the attention of major brands and manufacturers. Elsewhere, like Australia its giving up to 6 months professional free selling plans to entice the 3rd party sellers.
It makes me wonder that our business in USA and EU is really about to finish on Amazon because every quarter they look at 3rd party sales data, bring in-house services, make a policy and start cutting 3rd party sellers by introducing new policies.
Good Luck Everyone!
Seller_68Z4Z2pEilwLE
Same position for me , basically they are removing the manufacturers support and warranty , not viable for me
Seller_oGFKRixtdkjxL
‘Experts’ hahahahahaha. CS don’t even know the basic seller legislation in the UK. So to sum up some Herbert will call in in month eleven, say my gizmo isn’t working, be asked if they’ve plugged it in properly, say yes of course, and then a refund will be authorised outside of the usual returns period. What could possibly go wrong?
Amazon’s agenda seems to be to give MPSs less and less control with every change it makes.
Seller_5Qk2OCkmLZ8H3
All this appears to be doing is extending the maximum period quoted within the Consumer Rights Act 2015 for second hand goods to return the product for a replacement or refund from 6 months to 1 year to be aligned to the policies for new goods and adding free product support at no cost to the seller by the Amazon“Talk to the Expert” Support team. What’s there not to like? The customer buys with confidence so your sales are likely to increase and unless you are a rouge seller and you are selling quality goods your returns will be lower. A sensible seller will add a small percentage to the costing of a product to cover any returns/replacements so if they sell more than they refund will make an extra profit each year and if they don’t they either/or need to look at the quality of the product they are selling or the percentage they are adding to the product selling price to cover the shortfall.
Seller_EJIX7rqDNQJi2
Wow, this sounds like a genuinely devastating policy change for Renewed sellers, where all returns will be accepted until up to 1 year after delivery. Basically a free product rental service.
But this is only beginning, Amazon will be only enrolling more and more policies like this in the future.
Seller_POaq5iFEI55R9
If I’ve elicited a “Wow” start to both Kika and DSP’s posts, then this must be pretty big…
I’ve opened a case to see if it’s backdated - i.e. if a Feb buyer will be able to return between July 2019and Jan 2020 , or if this only affects new orders after 30/6/19. Not heard yet. The answer will have big implications. Massive.
Seller_s0Fyj0kEU4sRp
This is wonderful news for anyone wanting a renewed laptop/pc every year.
I can easily make a hairline fracture on the motherboard or break one of the connectors. There is no way any tech support will be able to fix that problem over the phone.
I just image my hard drive wait for the replacement laptop to appear and hey presto 11 month of free usage. I will never need to buy a new laptop and battery ever again.
Another way to scam sellers. Fantastic.
Seller_Gq0aGvAqLaCsZ
And after a while old models become obsolete and you’ll either get a refund or a newer model
Win win!
