FBM returns, customer not received item, what's the process?
Hi guys,
recently I have started sending my items by FBM and don’t have to much experience with this as till now I was doing all my orders by FBA, so would kindly ask for some advice on how the process should go.
I have fulfilled about 100 parcels till now and got my first FBM refund where customer emailed me that he would like a refund as his item has still not arrived. This item was send by Hermes and is at the local depot.
I don’t have any problems of refunding a customer, but the question goes like this:
If I get him a refund and he then after receives it and doesn’t return it I’m a bit at a loss here.
What is Amazon policy here on the FBM refunds?
FBM returns, customer not received item, what's the process?
Hi guys,
recently I have started sending my items by FBM and don’t have to much experience with this as till now I was doing all my orders by FBA, so would kindly ask for some advice on how the process should go.
I have fulfilled about 100 parcels till now and got my first FBM refund where customer emailed me that he would like a refund as his item has still not arrived. This item was send by Hermes and is at the local depot.
I don’t have any problems of refunding a customer, but the question goes like this:
If I get him a refund and he then after receives it and doesn’t return it I’m a bit at a loss here.
What is Amazon policy here on the FBM refunds?
10 replies
Seller_lljyzgTxr5fgI
Yes, you are. If it is at the local depot it should be trackable to that depot and should therefore be close to being out for delivery. You can ask Hermes to return it but that may not happen. You can ask the customer to refuse delivery but that may not happen either. The main thing to consider here is, has the due date for delivery passed? If it has, then the customer can open an A-Z and will be refunded anyway. If it hasn’t then there’s still a bit of leeway to address getting it returned. Just a word of caution though, a Hermes return can take a very long time.
Seller_I3E6fQQqOFqlF
You don’t need to refund until the item is returned to you. Has the item been attempted deliver? If so give the tracking to the customer and tell them to pick it up. Has the item just got to the delivery centre? Tell the customer that due to the recent crisis all postage is suffering from delays and ask them to wait a little longer. Message seller support to let them know what has happened, they then have a reference of you being aware of the situation and you have set the ground work for defending anything. How long a period has your 100 orders been? Can you take a hit on your metrics and put it down to awkward customers and move on?
