Managing Customer Refund and Restocking Fees - Item not shipped back yet.
Hello,
A customer issued a refund request on Feb. 3rd and the label was created. However, the customer did not yet package and ship the items back. Today is February 11th and it has yet to leave her location. Super small business here so still learning.
This item was to be shipped by USPS.
How much of a stockign fee is acceptable to deduct "if" I receive them back.
And how long is she allowed to wait?
Or do we have the authority to cancel the refund after a certain time period? Just want to avoid having a claim against me.
Her reason for refund was no longer needed so a restocking fee is allowed. But if she opened them? What is permitted as they cannot be resold since they are then contaminated cosmetics.
Thank you so much.
3 replies
Seller_4zBzdtgCyS9EI
You really need to spend some time at Amazon seller university. Amazon is NOT a learn as you go platform. You will end up permanently suspended in no time at all.
Seller_i6S8knzW6zU6Z
Hi @Seller_ywTXS6ibuMeJm,
Since the customer created the return label on Feb 3rd but hasn't shipped yet (as of Feb 11th), you might find this helpful from the Returns Policy Overview section (Manage seller-fulfilled returns):
"After you authorize a return request, the buyer has 15 days after the return window closes, allowing for transit time, to return an item."
For your question about restocking fees, here's what the guidelines say (Guidelines for charging restocking fees):
- For "no longer needed" returns in original condition: No restocking fee permitted
- For items returned opened/used/damaged: You can charge up to 50% of the item's price
- For returns outside the return window: You can charge up to 20% of the item's price
Regarding opened cosmetics, there's an important note in the Compliance Checklist (Cosmetics and Skin and hair care): "Cosmetics must be sealed in the original manufacturer's packaging" and "must be new and unused."
If you do need to charge a restocking fee, the process is outlined in the Issue Restocking Fees section (Issue a partial refund). You'll need to:
- Take photos of the item's condition
- Grade the condition in the system
- Process the refund within 2 business days of receiving the return
Hope this information helps you decide how to handle the return!
Best regards, Michael
