Amazon sent a wrong product to the customer. Who bears the refund costs?
Hello,
We subscribed to FBA from Amazon - unfortunately. The service they offer is extremely bad, but it’s no other choice for us.
Amazon sent the wrong item to the customer (no surprise), and now processed the refund from our money.
I don’t think it’s correct.
How can I deal with this? Should I just accept all Amazon robbery action “as it”, without any chance to force them to pay for their mistake?
Thanks beforehand for any proper advice!
With kind regards,
Acerollo
3 replies
Seller_GSKkahmd7dZLZ
Presumably Amazon will return the ‘wrong’ item back to you so you’re no longer out of pocket?
Seller_F0JA3W1g0DNDd
Hi Acerollo,
Thanks for participating to the Seller Forums.
Having reviewed the situation my understanding is that you are referring to the situation, for which you have an open case with German Seller Support, regarding a DE FBA Order where a buyer appears to be complaining about the product being received not matching the Product Detail page (Inches and not Centimeters on scales).
Regardless of whether or not this is the case, as this is an FBA Order [Amazon takes care of the Customer Support|https://sellercentral-europe.amazon.com/gp/help/help.html/?itemID=G200298130&ref_=xx_G200298130_a_r3_cont_sgsearch] and you should recommend that your DE customer contact DE Customer Support directly, on the following link :
https://www.amazon.de/gp/help/contact-us/general-questions.html?
N.B : I can confirm that this order hasn’t been reimbursed as of yet, nor has there been a contact from your customer to our Customer Support.
To confirm Niko’s statement, in the event that your customer contacts Customer Services to request a refund, the Ordered units will have to be returned by your Customer to our Fulfillment Center and the process for [Customer Returns for Orders Fulfilled by Amazon|https://sellercentral-europe.amazon.com/gp/help/help.html/?itemID=G200379860&ref_=xx_G200379860_a_r43_cont_sgsearch] will be followed.
In the event that this unit is returned, this will allow for proper verification to take place.
If you have any further questions, feel free to revert back to your open case with DE Seller Support.
Regards,
Paul
