Receiving less back from reimbursement, than refunded (customer failed to return)
Can someone explain to me why the amount I was reimbursed after the customer failed to return the item they started a refund for, is less than what I was charged when they were refunded ?
Is this normal? I've never looked deep into it before, as I always assumed that the reimbursement amount would match the refund ?
I was charged £21.06 on the 6th March, then only given £14.65 back ?
Images attached of all transactions. What is the justification of charging me the value of the FBA fees, if no return is ever received ?
If the customer fails to return the item, the funds that Amazon took from me to refund the customer (Which I presumed were being held waiting for the item to come back) get released to me, but Amazon keep a cut ?
If I sell 100 items, receive payout of £5 for each , all buyers start the refund process, I pay them all £7 for the refund, then 45 days later no-one has returned any units, Amazon pay me back £2 for unit and keep £3 themselves ?
I've seen some crap from them in the last 12 months, but this is the worst so far.
I can understand if the return is completed, but this is specifically looking at refunds not returned within the 45 day time limit, then funds reimbursed to my account.
17 replies
Seller_q02IFWVcXV5xc
I agree ,this is totally unfair,I've thought about it many times,
the buyer opens a return,is refunded,seller debited & amazon keep their fees,
the buyer perhaps changes their mind & doesn't return the item,why should the seller be at a loss here?
the seller should end up being back in the same financial position they were before the return was opened
Seller_qwvWhxIZHZgOm
Admin Fees for the return that never happened. Customer service needs paying. Guess the 15%+ fee's aren't enough.
Seller_EkGoiphKgUnUI
Basically, every return cost us money as Amazon charge an extra fee for returns. Even if they tell the customer to keep the item, they still reimburse customers more than you receive in proceeds, and your reimbursement will always be less than you refunded, regardless of if they return the product or not. Wait and see what happens to the maths for international orders.
Welcome to selling on Amazon.
Seller_TufyJDtetbrlU
Oh wow, i never realised this! Scandalousss
Seller_tRuvBEHDedp4q
What was the reason for the return?
If it a seller responsible return (item not as described, not working, etc) then you are responsible for the return costs and Amazon will deduct that from what they owe you. So if you sold something at £20 and customer claims not working and returns, the customer will get a £20 refund but you will be deducted £20 + return shipping cost (obviously I am ignoring selling fees)
You will not be charged the return shipping fee until the customer has sent item back and the label is scanned. So if you have seen this deduction, then customer has made the return.
If you do not then receive the item back you have to make a claim directly with whatever courier Amazon issued the returns label for. This can be a difficult situation as others have said because the courier say the label was bought by Amazon and so they have to make the claim, yet Amazon say the claim has to be done with the courier.
If customer makes the return but it is not what you sent out then you use the Safe-T Claims process on Amazon.
Seller_4bRdR26qmjOnn
UPDATE
Been chasing this for 2 days with Amazon, and have received an explanation.
"I can see that you were expecting a refund of £10.93 from us, but as stated above it is not possible even when buyer did not sent back the unit. The amount reimbursed is determined in accordance with the FBA Lost and Damaged Inventory Reimbursement Policy."
The third step of the process (reimbursement to seller) is not based AT ALL on the price you paid to refund.
It is treated as a "sale" and you receive the same amount that you would for "Warehouse Damaged" etc
How is this a thing? Is this even legal? Surely the reimbursement part should not be "reimbursement", but something like "Refund reversal" and the full amount paid back.
I checked all of my refunds where the customer did not send the item back. Worst one was a toaster (image attached) :
1 - Sale : Credit £14.65 (Balance £14.65)
2 - Customer starts refund : Debit -£21.06 (Balance £-6.41)
3 - Reimbursement (Customer failed to return item) : Credit £14.65 (Balance £8.24)
End result -£6.41 balance because the customer initiated a refund.
I have worse examples where the reimbursement in step 3 is less than the original sale too.
---
Is there anywhere to raise this to? Who can I speak to, to discuss Amazon policy?
In no world, should the reimbursement be subject to standard returns fees/deductions.
Receiving less back from reimbursement, than refunded (customer failed to return)
Can someone explain to me why the amount I was reimbursed after the customer failed to return the item they started a refund for, is less than what I was charged when they were refunded ?
Is this normal? I've never looked deep into it before, as I always assumed that the reimbursement amount would match the refund ?
I was charged £21.06 on the 6th March, then only given £14.65 back ?
Images attached of all transactions. What is the justification of charging me the value of the FBA fees, if no return is ever received ?
If the customer fails to return the item, the funds that Amazon took from me to refund the customer (Which I presumed were being held waiting for the item to come back) get released to me, but Amazon keep a cut ?
If I sell 100 items, receive payout of £5 for each , all buyers start the refund process, I pay them all £7 for the refund, then 45 days later no-one has returned any units, Amazon pay me back £2 for unit and keep £3 themselves ?
I've seen some crap from them in the last 12 months, but this is the worst so far.
I can understand if the return is completed, but this is specifically looking at refunds not returned within the 45 day time limit, then funds reimbursed to my account.
Receiving less back from reimbursement, than refunded (customer failed to return)
Can someone explain to me why the amount I was reimbursed after the customer failed to return the item they started a refund for, is less than what I was charged when they were refunded ?
Is this normal? I've never looked deep into it before, as I always assumed that the reimbursement amount would match the refund ?
I was charged £21.06 on the 6th March, then only given £14.65 back ?
Images attached of all transactions. What is the justification of charging me the value of the FBA fees, if no return is ever received ?
If the customer fails to return the item, the funds that Amazon took from me to refund the customer (Which I presumed were being held waiting for the item to come back) get released to me, but Amazon keep a cut ?
If I sell 100 items, receive payout of £5 for each , all buyers start the refund process, I pay them all £7 for the refund, then 45 days later no-one has returned any units, Amazon pay me back £2 for unit and keep £3 themselves ?
I've seen some crap from them in the last 12 months, but this is the worst so far.
I can understand if the return is completed, but this is specifically looking at refunds not returned within the 45 day time limit, then funds reimbursed to my account.
17 replies
17 replies
Seller_q02IFWVcXV5xc
I agree ,this is totally unfair,I've thought about it many times,
the buyer opens a return,is refunded,seller debited & amazon keep their fees,
the buyer perhaps changes their mind & doesn't return the item,why should the seller be at a loss here?
the seller should end up being back in the same financial position they were before the return was opened
Seller_qwvWhxIZHZgOm
Admin Fees for the return that never happened. Customer service needs paying. Guess the 15%+ fee's aren't enough.
Seller_EkGoiphKgUnUI
Basically, every return cost us money as Amazon charge an extra fee for returns. Even if they tell the customer to keep the item, they still reimburse customers more than you receive in proceeds, and your reimbursement will always be less than you refunded, regardless of if they return the product or not. Wait and see what happens to the maths for international orders.
Welcome to selling on Amazon.
Seller_TufyJDtetbrlU
Oh wow, i never realised this! Scandalousss
Seller_tRuvBEHDedp4q
What was the reason for the return?
If it a seller responsible return (item not as described, not working, etc) then you are responsible for the return costs and Amazon will deduct that from what they owe you. So if you sold something at £20 and customer claims not working and returns, the customer will get a £20 refund but you will be deducted £20 + return shipping cost (obviously I am ignoring selling fees)
You will not be charged the return shipping fee until the customer has sent item back and the label is scanned. So if you have seen this deduction, then customer has made the return.
If you do not then receive the item back you have to make a claim directly with whatever courier Amazon issued the returns label for. This can be a difficult situation as others have said because the courier say the label was bought by Amazon and so they have to make the claim, yet Amazon say the claim has to be done with the courier.
If customer makes the return but it is not what you sent out then you use the Safe-T Claims process on Amazon.
Seller_4bRdR26qmjOnn
UPDATE
Been chasing this for 2 days with Amazon, and have received an explanation.
"I can see that you were expecting a refund of £10.93 from us, but as stated above it is not possible even when buyer did not sent back the unit. The amount reimbursed is determined in accordance with the FBA Lost and Damaged Inventory Reimbursement Policy."
The third step of the process (reimbursement to seller) is not based AT ALL on the price you paid to refund.
It is treated as a "sale" and you receive the same amount that you would for "Warehouse Damaged" etc
How is this a thing? Is this even legal? Surely the reimbursement part should not be "reimbursement", but something like "Refund reversal" and the full amount paid back.
I checked all of my refunds where the customer did not send the item back. Worst one was a toaster (image attached) :
1 - Sale : Credit £14.65 (Balance £14.65)
2 - Customer starts refund : Debit -£21.06 (Balance £-6.41)
3 - Reimbursement (Customer failed to return item) : Credit £14.65 (Balance £8.24)
End result -£6.41 balance because the customer initiated a refund.
I have worse examples where the reimbursement in step 3 is less than the original sale too.
---
Is there anywhere to raise this to? Who can I speak to, to discuss Amazon policy?
In no world, should the reimbursement be subject to standard returns fees/deductions.
Seller_q02IFWVcXV5xc
I agree ,this is totally unfair,I've thought about it many times,
the buyer opens a return,is refunded,seller debited & amazon keep their fees,
the buyer perhaps changes their mind & doesn't return the item,why should the seller be at a loss here?
the seller should end up being back in the same financial position they were before the return was opened
Seller_q02IFWVcXV5xc
I agree ,this is totally unfair,I've thought about it many times,
the buyer opens a return,is refunded,seller debited & amazon keep their fees,
the buyer perhaps changes their mind & doesn't return the item,why should the seller be at a loss here?
the seller should end up being back in the same financial position they were before the return was opened
Seller_qwvWhxIZHZgOm
Admin Fees for the return that never happened. Customer service needs paying. Guess the 15%+ fee's aren't enough.
Seller_qwvWhxIZHZgOm
Admin Fees for the return that never happened. Customer service needs paying. Guess the 15%+ fee's aren't enough.
Seller_EkGoiphKgUnUI
Basically, every return cost us money as Amazon charge an extra fee for returns. Even if they tell the customer to keep the item, they still reimburse customers more than you receive in proceeds, and your reimbursement will always be less than you refunded, regardless of if they return the product or not. Wait and see what happens to the maths for international orders.
Welcome to selling on Amazon.
Seller_EkGoiphKgUnUI
Basically, every return cost us money as Amazon charge an extra fee for returns. Even if they tell the customer to keep the item, they still reimburse customers more than you receive in proceeds, and your reimbursement will always be less than you refunded, regardless of if they return the product or not. Wait and see what happens to the maths for international orders.
Welcome to selling on Amazon.
Seller_TufyJDtetbrlU
Oh wow, i never realised this! Scandalousss
Seller_TufyJDtetbrlU
Oh wow, i never realised this! Scandalousss
Seller_tRuvBEHDedp4q
What was the reason for the return?
If it a seller responsible return (item not as described, not working, etc) then you are responsible for the return costs and Amazon will deduct that from what they owe you. So if you sold something at £20 and customer claims not working and returns, the customer will get a £20 refund but you will be deducted £20 + return shipping cost (obviously I am ignoring selling fees)
You will not be charged the return shipping fee until the customer has sent item back and the label is scanned. So if you have seen this deduction, then customer has made the return.
If you do not then receive the item back you have to make a claim directly with whatever courier Amazon issued the returns label for. This can be a difficult situation as others have said because the courier say the label was bought by Amazon and so they have to make the claim, yet Amazon say the claim has to be done with the courier.
If customer makes the return but it is not what you sent out then you use the Safe-T Claims process on Amazon.
Seller_tRuvBEHDedp4q
What was the reason for the return?
If it a seller responsible return (item not as described, not working, etc) then you are responsible for the return costs and Amazon will deduct that from what they owe you. So if you sold something at £20 and customer claims not working and returns, the customer will get a £20 refund but you will be deducted £20 + return shipping cost (obviously I am ignoring selling fees)
You will not be charged the return shipping fee until the customer has sent item back and the label is scanned. So if you have seen this deduction, then customer has made the return.
If you do not then receive the item back you have to make a claim directly with whatever courier Amazon issued the returns label for. This can be a difficult situation as others have said because the courier say the label was bought by Amazon and so they have to make the claim, yet Amazon say the claim has to be done with the courier.
If customer makes the return but it is not what you sent out then you use the Safe-T Claims process on Amazon.
Seller_4bRdR26qmjOnn
UPDATE
Been chasing this for 2 days with Amazon, and have received an explanation.
"I can see that you were expecting a refund of £10.93 from us, but as stated above it is not possible even when buyer did not sent back the unit. The amount reimbursed is determined in accordance with the FBA Lost and Damaged Inventory Reimbursement Policy."
The third step of the process (reimbursement to seller) is not based AT ALL on the price you paid to refund.
It is treated as a "sale" and you receive the same amount that you would for "Warehouse Damaged" etc
How is this a thing? Is this even legal? Surely the reimbursement part should not be "reimbursement", but something like "Refund reversal" and the full amount paid back.
I checked all of my refunds where the customer did not send the item back. Worst one was a toaster (image attached) :
1 - Sale : Credit £14.65 (Balance £14.65)
2 - Customer starts refund : Debit -£21.06 (Balance £-6.41)
3 - Reimbursement (Customer failed to return item) : Credit £14.65 (Balance £8.24)
End result -£6.41 balance because the customer initiated a refund.
I have worse examples where the reimbursement in step 3 is less than the original sale too.
---
Is there anywhere to raise this to? Who can I speak to, to discuss Amazon policy?
In no world, should the reimbursement be subject to standard returns fees/deductions.
Seller_4bRdR26qmjOnn
UPDATE
Been chasing this for 2 days with Amazon, and have received an explanation.
"I can see that you were expecting a refund of £10.93 from us, but as stated above it is not possible even when buyer did not sent back the unit. The amount reimbursed is determined in accordance with the FBA Lost and Damaged Inventory Reimbursement Policy."
The third step of the process (reimbursement to seller) is not based AT ALL on the price you paid to refund.
It is treated as a "sale" and you receive the same amount that you would for "Warehouse Damaged" etc
How is this a thing? Is this even legal? Surely the reimbursement part should not be "reimbursement", but something like "Refund reversal" and the full amount paid back.
I checked all of my refunds where the customer did not send the item back. Worst one was a toaster (image attached) :
1 - Sale : Credit £14.65 (Balance £14.65)
2 - Customer starts refund : Debit -£21.06 (Balance £-6.41)
3 - Reimbursement (Customer failed to return item) : Credit £14.65 (Balance £8.24)
End result -£6.41 balance because the customer initiated a refund.
I have worse examples where the reimbursement in step 3 is less than the original sale too.
---
Is there anywhere to raise this to? Who can I speak to, to discuss Amazon policy?
In no world, should the reimbursement be subject to standard returns fees/deductions.
