Returned products
Has anyone had to do a partial refund yet?
We had one this morning. The customer took the description of a map from Amazon, she then said it wasn’t as accurate as she expected. We feel this was either a scam to keep the map & have the money or just a change of mind. We said to return the map & she would have to pay the return postage. When we issued the return, in the drop down box there isn’t a “change of mind” all of the choices seem to be weighted against the seller.
Returned products
Has anyone had to do a partial refund yet?
We had one this morning. The customer took the description of a map from Amazon, she then said it wasn’t as accurate as she expected. We feel this was either a scam to keep the map & have the money or just a change of mind. We said to return the map & she would have to pay the return postage. When we issued the return, in the drop down box there isn’t a “change of mind” all of the choices seem to be weighted against the seller.
Seller_vAXf2738MYIZZ
This whole process, like every thing Amazon do, is totally flawed to encourage dishonest buyers to thrive. We had a return whereby the return postage was deducted yet Amazon customer service refunded the remainder back to customer saying the item was damaged in transit. The retuned item was in perfect condition. At least eBay seem to offer a sensible and well-balanced process for their sellers. I will continue to share my Amazon experience to friends and colleagues who at least get a better understanding of the tyrant they truly are.
35 replies
Seller_64jziShTiTjOq
Then technically “Item not as described” 
but that would make you liable. Are there no optoins for “Performance not adequate” or “Buyer cancelled”? The latter would be legally correct, as the buyer is excersing her legal right to cancel the contract
Seller_bhSWqoVh7Pn98
Is the map correct, have you checked it?
Amazon listings can change after you added your stock, so worth checking.
If incorrect, then you have to cover the cost of return. Even if not your fault.
If the Buyer requests a return, most are now automated. So, why wasn’t yours?
If you need to authorise, then issue the RMA number etc. You can add in notes that they pay to return if the item is as listed. (you cannot change the return reason as far as I am aware, but you can add notes to say the reason you will accept it, eg accepted as Buyer Remorse, as Amazon call it). Either that or reject the return, and say why. Then you will likely get bad feedback and and A-Z Claim.
Seller_xUKHc5xSYJmI4
According to the Amazon prepaid returns label policy if the buyer uses the prepaid label, for the following reasons, the seller can deduct the £3.35 from the refund:-
- Accidental Order
- Better Price Available
- Incompatible or not useful of Intended purpose
- Part not compatible with existing system
- Excessive installation or did not install
Another part of the returns policy says the seller can deduct up to 50% if the order has not been returned in accordance with the returns policy
Seller_xUKHc5xSYJmI4
Damaged returns
If the returned product is damaged, then the seller must establish whether this is carrier damage (e.g. damage to packaging, transportation induced damage) or customer damage (e.g. damage to internal parts).
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Carrier damage : Any such damage must be reported to the carrier and reimbursement claimed directly from the carrier.
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Customer damage : For customer-damaged returns, the seller can deduct up to a maximum of 50% of the product price from the refund to the customer. If the refund is provided to the customer by Amazon Customer Service, then sellers may contact Amazon Seller Support for a possible reimbursement. Sellers may be asked to provide evidence (photo or video) of the customer damage to Amazon. For more details, see Seller reimbursements for Seller Fulfilled Prime.
Sellers must not, under any circumstances, contact the customer on issues related to damage to the product. Depending on the situation described above, they may claim reimbursement from Amazon or the carrier.
Seller_8Krs84iNNLm3n
Sorry Guys, instead of creating another topic, I just want to ask a quick question about return goods. Hope it’s ok.
One customer informed quality of the food product not good enough, So I asked to return it and will refund in full. I asked to raise return request via Amazon which he did. But after that almost three weeks he didn’t return the product, no tracking from hermes as only order created. I send message twice and no reply. Now, Refund attention message showing on my dashboard to take action. But, customer didn’t return the product and not replying. Should I process the refund still or just ignore or what action and when I should take ?
Thanks
Seller_7yvAJnAjKtD5S
I sell maps ; some Amazon-given titles can be incorrect : wrong title, misspelt, wrong year, wrong map number etc. Your description should be detailed and should cover anything different from standard in your product ; quality, age, front cover photo, publisher etc.
Seller_vWOZzBGhnkxzM
I would just pay for the return and fully refund the customer. You won’t win. Just smile and carry on.
Seller_zLn3YOkGOaTxU
We are having a nightmare with this new system. Our return address varies depending on the reason the item is being returned but there seems to be nowhere to add rules to manage this. We contacted seller support and got a standard message saying that Amazon has a new policy of auto authorising returns and that rules can be added under returnless refunds - but we need the items to be returned! Does anyone have any idea how to deal with this? We’ve never had any issues managing returns before this but it seems that they think that everyone does things the same and haven’t taken account of the differing ways businesses manage returns.
