How to send replacement item via FBA
Hi all
I’ve used this option when contacting a customer that returned an item:
‘‘Courtesy refund
Offer a full, courtesy refund or replacement item.’’
The customer has confirmed it is the right item and they want a complimentary replacement sending out.
I was expecting this action to automatically process a new order and send the replacement item via FBA - am I expecting too much!?
Is it now down to me to manually send the replacement item myself rather than Amazon doing so from my FBA stock?
TIA !
4 replies
Seller_BS5lg2keRs2QO
You were supposed to get the buyer to contact Amazon and have them take the appropriate action which would likely have stopped at a refund. I don’t think you can get a replacement sent via FBA without doing some level of chicanery such as putting through an MCF order.
Seller_77IcbQKVGdZo0
Best way of dealing with all FBA queries from customers is to immediately direct them to Amazon Customer service if they email you. Part of the FBA fees you pay is for Amazon to deal with all customer support for your products. With this they have the power to determine if a customer should have a replacement or refund.
I don’t see why you need to send a replacement item. Why does the customer want a complimentary replacement? Has the customer been refunded as the item has been returned if so they are entitled to nothing.
Seller_esvgLzKXw2YAl
Amazon simply isn’t setup to do this kind of thing.
By giving the customer a replacement, you are effectively leaving yourself wide open, to losing two items.
Especially with FBA, Amazon support is supposed to deal with this kind of thing.
Always direct the customer to contact them, then forget about it.
At the absolute worst, if you want to do this kind of thing, they should be returning the item and then re-ordering it. You need to cover your back.
And the only way you can send a replacement with FBA, is create a manual order, or send out yourself.
Seller_bNVNhab22GdGH
Thanks everyone - fully understand and realise where I went wrong on this one. I will send out manually this time but next time point the customer back to AMZ customer services.
Thank you 
