FBA Returns Rate (customer returns)
Hello.
I was monitoring my FBA Returns Rate and it is close to 5.5% (the threshold for a bigger fee). A big percentage of the returns are due to the reason - unwanted item—16% of all returns.
How is it that my rating is dependent on this reason? I admit reasons like wrong item, defective, or wrong sizing, but an unwanted item is something a seller cannot influence. A customer orders an item and then doesn't want it.
Why should this reason be included in the total rate?
FBA Returns Rate (customer returns)
Hello.
I was monitoring my FBA Returns Rate and it is close to 5.5% (the threshold for a bigger fee). A big percentage of the returns are due to the reason - unwanted item—16% of all returns.
How is it that my rating is dependent on this reason? I admit reasons like wrong item, defective, or wrong sizing, but an unwanted item is something a seller cannot influence. A customer orders an item and then doesn't want it.
Why should this reason be included in the total rate?
2 replies
Christine_Amazon
Hello @Seller_p8D3Po0M9dRRx
Christine here from Amazon Forums.
This is a common concern among sellers, and I appreciate you bringing it up for discussion.
While it may seem counterintuitive, Amazon includes "unwanted item" returns in the total rate for several reasons:
- Customer experience: Amazon's primary focus is on customer satisfaction. Even if a customer simply changes their mind, the return process still impacts their overall shopping experience.
- Product listing accuracy: Sometimes, "unwanted item" returns can indicate that the product listing may not accurately represent the item, leading to customer disappointment upon receipt.
- Market trends: High rates of "unwanted item" returns might suggest that the product is not meeting current market demands or customer expectations.
- Operational costs: Regardless of the reason, all returns incur processing and handling costs for Amazon.
That being said, we do recognize that sellers have limited control over customers changing their minds. Here are a few suggestions to potentially reduce "unwanted item" returns:
- Ensure your product listings are as detailed and accurate as possible.
- Use high-quality images that clearly show the product from multiple angles.
- Provide comprehensive product descriptions, including size charts if applicable.
- Encourage customers to ask questions before purchasing.
We continually review our policies to balance seller concerns with customer satisfaction. Your feedback is valuable, and we'll take it into consideration for future policy reviews.
Christine.
