how can i get a reasonable justification for FBA refunds, specifically returnless refunds?
"returnless refund" being granted by FBA, but the reasons are listed as "general adjustment" or "unknown reason". When I ask seller support for the reason/complaint, they tell me they are not allowed to share that information due to the "confidential nature of the communication between our Customer Service team and the buyers." . I am also restricted from contacting a buyer through buyer-seller messaging to ask about their experience. How exactly am I suppose to improve the buying experience for customers if I have ZERO information about the complaint or the reason for the request being granted? This is enabling FRAUD on non-returnable listings. Extremely frustrating, especially on pricy listings that offer very little justification for a refund request, especially when FBA requires/grants a "returnless refund" due to it being a grocery/gourmet listing.
3 replies
Seller_CW0P5hgbsiqWX
Well, it is like this. You Paid Amazon FBA to handle all of that for you so you can sit back and watch the profits roll in. You agreed to lie Amazon handle the returns for you. you are getting what you paid for. You did not pay Amazon FBA to deal what you perceive is a problem.
OP: "When I ask seller support for the reason/complaint, they tell me they are not allowed to share that information due to the "confidential nature of the communication between our Customer Service team and the buyers."
That reminds me of a communication that came over our local police scanner radio lase Friday night. The dispatcher sent a patrol car to our local FBA center. Complainant, employee" stated he was being harassed by a supervisor. Ten minutes later, the officer responded. "I'm at Amazon and was told I am not allowed in the building. Only If Amazon itself calls the police will an officer be allowed to enter the premises". The dispatcher said she would make note of that on the report. Sounds sort of like the response received above, doesn't it.
Danny_Amazon
Hello @Seller_sqtf8OcTMpDML- and thanks for posting. It is true that using FBA allows Amazon to complete fulfillment and customer service for orders, including processing customer returns, using the customer returns policies to determine if a return is possible, or if another resolution needs to be identified for a given customer.
I apologize that our support teams cannot divulge, conversations with customers, but if you've encountered a case where you believe reimbursement might be applicable, please take a moment to review the FBA inventory reimbursement policy: Customer return claims for next steps!
You may also want to look into the returnless resolutions for certain SKUs within your account, if issues recur with specific items.
I hope this information helps, and thanks again for visiting us here on the seller forums.
Best,
Danny
Seller_nxvyRDZCFduAS
This "General Adjustment" is something the CSBA team has recently started doing sometimes as well.
This is an unacceptable classification as it is not in the list of Return Reason Codes. Safe-T claim team can only determine who's at fault for the return, buyer/seller when support is using the proper Return/Refund Reason Code.
Amazon support needs training on Amazon policy.
General Adjustment is not on this list.
It's not acceptable to deduct funds from a seller's account without giving them a reason as to why you're doing so. (My friends or family ordered something from your store - General Adjustment)