Customer used purchased item and returned it as defective
What happened.
A customer purchased a pair of kids shoes and returned the shoes in 3 weeks claiming that the item is defective.
Amazon requested a removal.
What I did.
I requested photos of the item. The box has been clearly damaged. The item has signs of wear. I told Amazon that I can’t accept worn/used items. Amazon claimed no responsibility for the fact that they initiated a refund for the used item.
This is their response:
“What is covered by this policy?
Items damaged while in an Amazon fulfilment centre.
Items missing within an Amazon fulfilment centre for 30 consecutive days.
Items lost or damaged by the carriers and distributors that we use to deliver products to the customer.
Items lost or damaged while being shipped to an Amazon fulfilment centre using Amazon partnered carriers (small parcel, less than truckload, and full truckload)
What is not covered by this policy?
FBA Prohibited Products.
Products that do not adhere to FBA inventory requirements.
Restricted products lost or damaged during removal order processing.
Defective products or items lost or damaged by customers, distributors or sellers.
Expired items.
Defective items that arrive at the fulfilment centre damaged.
Small parcel items shipped using Amazon partnered carriers that are damaged due to inadequate packaging.
Hence, we will not be able to process refund for Customer Damaged item(s).”
Amazon offers to accept the loss due to their mistake.
I understand that the guys in the support team just follow instructions. But in this case, it is clear that the customer is cheating. Why did the customer return the shoes in 3 weeks not immediately after receiving the item and finding out that it is defective? The answer is the item is a pair first walker spring shoes that their kid will not wear during the summer period and autumn because of the kid’s feet will grow by that time.
What shall I do in this case? Is their a way to escalate the case to the senior level at Amazon? If every customer returns a used item claiming it defective(nice trick) I will suffer only losses and Amazon will make profits from FBA fees.
13 replies
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.
Seller_hC0hNVDuILaKO
Then unfortunately you have to ask yourself whether selling these via FBA makes you sufficient profit to outweigh the customers who will use you as a “try before you buy” or a “free rental” service.
If the answer for this range is “No” then pull them, or increase the FBA price to cover the losses.
Seller_KFCxe0EAFzBuB
Thank you guys for the quick responses.
Does this mean that I as a customer can buy a £300 Gucci sunglasses, wear those for 3 weeks and then put some scars on and return the glasses claiming that the glasses are defective?
The reason is a Customer can accidentally damaged the item while opening it. But if the customer uses the purchased product and then returns it under a false pretext this is simply unacceptable. No high street shop will accept a used item.
I am waiting for Amazon’s formal response.
Seller_KFCxe0EAFzBuB
Wow, this opens a plethora of opportunities for abusers. This way I can sort out all my clothing needs at least.
Seller_KFCxe0EAFzBuB
I think it is a clear case of an abuse of the return policy.
