Refunded - Why does Amazon still refund customers when the FBA warehouse confirms that the returned item has been damaged by the customer?
Hi, everyone.
First of all,we don’t mind customers to request a return for any reason, but we can’t understand why Amazon still refunds customers when the FBA warehouse has confirmed that the returned item has been damaged through the customer and is unsellable.
Secondly, can we request a compensation from Amazon or can we refuse to refund a customer in cases like this? If so, how does this work?
Thanks
Seller_03BPkSHIvNKbQ
What’s even more ridiculous is that orders from a year or 2 years ago were requested by customers for refund and Amazon is still giving them a full refund 。。。。。 Really speechless!!!
13 replies
Seller_L2WLWf8N814M4
Hello @OBL_Home,
The refund was made trough A to Z claim?
If yes you can submit an appeal, if you haven’t done it already.
Also here is a link with info related to partial refund . You may issue a partial refund (instead of a full refund) depending on the return circumstances.
Kind regards.
Nickolas
Seller_8Wsckn3UoR095
I think the OP means that they’re doing FBA & cx has returned the parcel, FBA warehouse states the cx has damaged it but cx has gotten a full refund leaving the seller with damaged stock.
you’re not the one processing a refund though so how would you refuse a refund if it’s FBA?
Seller_L2WLWf8N814M4
Hello @OBL_Home,
Thank you for the clarification @HOSupplies!
I have found this article related to FBA returns:
“we evaluate the condition of each returned item. If we determine that the item is sellable, we return it to your inventory. If we determine that it is unsellable (defective or damaged, for example), we assess who caused the damage (Amazon or the customer). Then we decide if you are eligible for a reimbursement.”
You can find here this information.
Kind regards
Nickolas.
Seller_03BPkSHIvNKbQ
Hi,@Nickolas_Amazon
We have read this Amazon policy, but we feel that Amazon does not enforce it. For example, when a customer requests a return for “unwanted or incorrectly ordered etc.”, (which means the item is OK and there is no quality problem), but when the item is returned to the FBA warehouse and it is confirmed that the item was damaged by the customer, Amazon does not reject the return request or compensate us.
Thanks
Seller_4MlYJvoHfdkDh
Why would there be an ‘IF you are eligible’ when you’ve just stated its either Amazon or the customer?
Seller_L2WLWf8N814M4
Hello @DVT,
I just quoted from that link that i pasted on the post.
On the link shared related to “FBA customer returns policy” you can find more details.
Regards.
Nickolas
Seller_DROodOAYHftnc
We are not getting at you, or any of the mods or SS, as you are simply doing your job, but as we know, the wording of some of the policies is very ambiguous, sometimes contradictory, and more often that not, in as the case above, VERY unfair to the seller who has done absolutely nothing wrong but is the one who is penalised.
This is also the case where a customer claims INR, yet there is photographic proof and GPS co-ordinates, yet they are still refunded because there is no signature - yet we all know that virtually no carriers are taking signatures since the pandemic. Some even acknowledge they have received their item, yet Amazon still uphold their decision and refund.
Seller_QVpjrN1BsybDT
I may have the wrong end of the stick but if I was being cynical…
Amazon seem to get their money in the vast majority of cases no matter who refunds who and no matter who ends up with the goods an no matter what condition the goods are in. Ie amazon end up winners no matter what happens so they are quite happy to do whatever suits the buyers best!
But I am not at all cynical so that’s not really what happens!!
