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refunded by amazon due to damage, amazon shipping denying the claims
Hi,
We have been experiencing ongoing issues with getting reimbursed for items damaged during shipping. We receive notifications from Amazon stating that a refund has been initiated on our behalf due to transit damage. However, since we use Amazon Shipping as our courier, we expect these claims to be covered accordingly.
When we attempt to submit a claim with Amazon Shipping, it is denied due to a lack of further proof—proof that we are not provided. Additionally, customers often do not respond since they have already received a refund. Safe-T claims are also denied, as we are told the item is non-returnable and that damages are our responsibility.
This creates a system where sellers are unfairly left covering the cost of damages caused by Amazon’s own shipping service. How can we properly claim back our money in these cases? It feels as though this process is intentionally structured to avoid responsibility, leaving sellers to absorb costs for mishandling that occurs during transit.
We would appreciate clear guidance on how to resolve this issue.
Kind regards,
12 replies
Seller_7pTs15IYXmTOB
I am assuming that you are an FBA seller.
Amazon is trigger happy when dishing out refunds from us, sellers, to customers, over any excuse that fancies the customer. However, when it comes to applying this reimbursement rule, amazon themselves, that ain't gonna happen. Fact. It is one rule for us customers and another for sellers. Fact. They apply all "it's all part of doing business" on us sellers and expect us to foot the loss, however none apply to Amazon even when the mistake is theirs.
My point being, you are not going to be heard or listened to, or offered reimbursement by seller support.
However, open a case with them, for the sake of being procedurally correct. And predictably, in their incomprehensible English, seller support would say NO to your reimbursement request and close the case. Once you receive their NO response, write to UK management from the Case ID response and they would look into it, favorably for you.
And if you tag one of the mods and give them your Case ID, they would do their best for you. Good Luck.
PS: Make sure you double package your parcels. It would be a negative experience for buyers to receive goods in scuffed and bad condition due to poor packaging, if it were the case.
Seller_ZQyopdiwkUHOZ
The problem is that Amazon the marketplace and Amazon the logistics service are two independent entities. What one says or does has no bearing on what the other says or does. You get no further protection than you would using any other courier.
Seller_i38MVIJDH23AY
I have this argument with them every month.
Buyers are returning items as they say they are received damaged. Sometimes they go into quite a lot of detailing explaining the packaging was inadequate. The items are always marked by Amazon as customer damaged.
They agree, when questioned, that items arrive in mint condition otherwise they are rejected at the FC.
I point out that if items are delivered in mint condition but received by customers damaged then only one party can be responsible but they still claim it is my fault.
It is shocking.
Seller_PU8ypkNZEJU9p
Claim directly through the Carrier thats what I have done recently and works for me.
Also, I have been getting a lot of items returned that are opened not in the original condition and Amazon only give you partial amounts back from safe-t. Its robbery they don't care about us
Seller_5FDXsxtR9c2zC
Welcome to Amazon In the last few years, and this is why we are leaving after 26 years: Amazon treats scammers like some kind of gods, and the slightest complaint gets them a refund, as I discovered recently,( I contacted the to complain about a delivery containing electrial items being left out on my doorstep in full veiw of anyone passing in the pouring rain dispite having a notice on my door to leave in the porch if no one was in and the same instruction in the notes for delivery, and the answer was "very sory about that here is a full refund" ) even although I pointed out to them that they were ok and I could still use them and my complaint was about them being dumped on the doorstep they still refunded them, costing the seller nearly £50 as I assume that amazon would not have taken the hit for them
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