Customer Damaged Return
I sent an item to FBA in a brand new condition. Amazon sold this on my behalf for £99.95 and paid the balance of the funds into my account. A few days later, the customer requested a return of the item as “They found it cheaper elsewhere”.
Amazon made a full refund and the customer returned the item. When the item was received back at FBA depot, they decided that it was now unsaleable due to customer damage. They advised my to request a removal order for the item as it was unsalable.
I did this and have now received the damaged item back. Amazon have said that they will not be making a reimbursement to my account. So basically, I have lost… the postage cost to send it to them, the postage cost to have it returned to myself, storage fees and the cost of the item.
I have tried to contact them regarding this and asking why I have to lose out. Surely, the customer should not have been refunded until the item had been inspected?
Am I missing something, or is this the norm?
Many thanks for your comments.
Customer Damaged Return
I sent an item to FBA in a brand new condition. Amazon sold this on my behalf for £99.95 and paid the balance of the funds into my account. A few days later, the customer requested a return of the item as “They found it cheaper elsewhere”.
Amazon made a full refund and the customer returned the item. When the item was received back at FBA depot, they decided that it was now unsaleable due to customer damage. They advised my to request a removal order for the item as it was unsalable.
I did this and have now received the damaged item back. Amazon have said that they will not be making a reimbursement to my account. So basically, I have lost… the postage cost to send it to them, the postage cost to have it returned to myself, storage fees and the cost of the item.
I have tried to contact them regarding this and asking why I have to lose out. Surely, the customer should not have been refunded until the item had been inspected?
Am I missing something, or is this the norm?
Many thanks for your comments.
6 replies
Seller_amUAzjvL5uIzu
Unfortunately correct,no refunds for customer damaged FBA items,its in the FBA T & C’s
Fantastic is’nt it,good old Amazon !!!
Seller_BuqBvnQW4Pp6T
We are often able to get refunds for customer damaged fba returns. Open a case, include pictures of the damaged item, along with the order ID, information and reason for return. State that the product was returned as a change of mind, and that the product returned was not in the same condition as sent and far from it and you expect to be reimbursed for this order and the relevant seller fees.
Seller_hC0hNVDuILaKO
If you have the customer details then can’t you now go down the LBA route and demand payment for your damaged item or you will go to small claims court?
You would need all the evidence to back you up including photos of the damaged item and evidence of the return trail, but I agree with you, why should you lose out because the customer damaged your goods
Seller_Y0ydmxdE8ED0y
Hello,
I had this on two orders last month. I had to make a couple of phone calls, then it took a few weeks (of useless ‘we’re still investigating’ emails) before a ‘leadership call’ was arranged. When I received this call I was told straight away it was their error in making the refund without having checked the return, and got reimbursed.
The bit I kept quoting to them was from the customer returns policy:
“Please note that you must return each item in the same condition in which you received it. This means that new items must be returned new, unused and complete. Used items must not have any additional signs of use or damage.”
As far as I was concerned, this meant their own FBA policy about reimbursement for customer damage was totally irrelevant. They should never have refunded the customer.
Good luck.
