Issue with buyer refund AND replacement - FBA
Recently launched a new product and I received a 1-star review:
The problem here is that he says that I avoid giving him a refund when that's false and I don't decide whether to replace or refund. I am doing FBA and that's on Amazon.
I was reviewing his order and I found this:
He was given both a refund and also a replacement and still, he is complaining that I didn't want to refund him??
How is this even possible? that buyer gets a refund and a replacement, is he buying for free?
Can Amazon remove this review as is clearly a false statement?
Issue with buyer refund AND replacement - FBA
Recently launched a new product and I received a 1-star review:
The problem here is that he says that I avoid giving him a refund when that's false and I don't decide whether to replace or refund. I am doing FBA and that's on Amazon.
I was reviewing his order and I found this:
He was given both a refund and also a replacement and still, he is complaining that I didn't want to refund him??
How is this even possible? that buyer gets a refund and a replacement, is he buying for free?
Can Amazon remove this review as is clearly a false statement?
0 replies
Seller_GYBivd6QH6hzX
Unfortunately Amazon won't do anything about product reviews, regardless of if they're true, demonstrably false, or even in multiple instances, from people who haven't even bought the product. Seller feedback can sometimes be a different story, but reviews, nope, unless there's hate speech or profanity there's no chance of removal.
With regard to customers both receiving a refund and a free replacement... yeah sadly this isn't terribly uncommon. Last time this happened to us, we filed a case and AMZ (after multiple nonsensical back-and-forths, as is the usual with AMZ cases) finally came back and said that the replacement unit was also being returned, which was why the first unit had been refunded... and both units came back "customer damaged" which AMZ won't reimburse for, so we basically ended up out two units with even less money to show for it since we're also charged fees for processing and shipping of returns.
It's infuriating, but you get used to it after a while.
Seller_XjolGGpui9INo
This is clearly a flaw in Amazon's system that is easily gamed by Buyers. The Buyer claims damage (maybe or maybe not) and requests a free replacement, which FBA sends. Now there are two separate order numbers, even though both transactions are directly connected. The Buyer then calls in on the original order and requests a return and obtains a refund. Then this happens:
(1) The Buyer never returns the items, so no verification of the damage; keeps both items plus the credit.
(2) The Buyer returns some random item; as a result gets the credit and gets to keep both items; and the Seller pays freight for the return to FBA and then freight to return to their warehouse from FBA.
(3) The Buyer returns the 1st item, never opened; as a result gets the credit and gets to keep the 2nd item; and the Seller pays freight for the return to FBA and then freight to return to their warehouse from FBA. Then has to resend the item back to FBA for resale.
Because there are two different order numbers, Amazon has no system in place for the Seller to fight the potential fraud. I can't tell you how many times this has happened to us and it seems like Amazon will never change. Sorry this happened to you.
