I need to bring attention to a serious issue many sellers might be facing. Amazon directed me to send a replacement at no charge on behalf of a customer. The original item was a multi-piece set, and instead of returning the full set, the customer only returned a single piece.
Here's the breakdown:
Customer paid for 1 set.
Amazon auto-issued a free replacement (I got no payment for it).
Customer returns only one piece from the original set.
Now I have:
No payment for the replacement set.
An incomplete return I can't resell or return to my vendor.
No way to charge restocking, because Amazon didn't charge the customer for the replacement.
I cannot file a SAFE-T Claim since there is no refund issued. The customer was never charged for the replacement. So the original order is paid for the replacement.
This is incredibly unfair to sellers. We shouldn't be asked to send out free replacements and then be stuck with partial returns and no reimbursement.
Amazon needs to stop auto-authorizing free replacements unless they’re assuming full responsibility for the loss. Sellers can't absorb the cost of entire sets when customers return partials and the system doesn’t allow us to recoup anything.
Has anyone else experienced this? We need Amazon to review and update this policy.
Pinned by community manager