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Why I cannot refund buyer an FBA order?
Hello
I recently had a customer that, after opening the pack (vitamins for dogs) realised that the product is not suitable for her cat so she contacted me. I agreed to make a refund without her needing to return the item, so I got to the order and clicked the 'Refund Order' button. Then I filled the amount and submitted the request - the message that the refund has been initiated showed up.
I did not receive an email confirming the refund and the customer contacted me a few days later asking if I was going to refund her.
I then contacted Seller Support and they wrote:
"[..] Please be informed that since this is an FBA order you will not be able to refund the buyer form your end. Only the customer support will be able to refund them. [..]".
So, my questions are:
1. Why sellers cannot refund orders out of their own will?
2. Why there was the information that the refund process was initiated when in reality it wasn't?
In my opinion this is bad and Amazon should change this, what you think?
0 replies
Seller_RlZVPg3d6ZUGP
FBA customer service is handled by Amazon, thats what you pay for
Has it definitely not been refunded when you check the order?
Seller_d8YGbIjNqwFxn
Never any need to refund a customer for an FBA order.
You don't risk negative feedback for FBA orders as it is normally struck through or removed.
If the customer isn't happy with their order then they should contact Customer Services to have it refunded.
If Customer Services tell them to keep the item or if they are asked to return it and don't return it then you normally get reimbursed for the item. You will not get reimbursed if you refund the item yourself.
I do wonder though why you feel the need to refund this order. If the product was for dogs and wasn't suitable for her cat then that is not really your fault unless you described it incorrectly on the product page?
Simon_Amazon
Hello @Seller_e9Ve3JnJYkRCu,
Here Simon from Amazon, happy to help.
Once a Customer decides to return an item, the refund request will be handled by Amazon, as stated in FBA Customer Returns and Refunds.
You can check the status of the return on FBA customer returns report
Have you checked if the refund was issued eventually?
Best,
Simon
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