Customer complaints or refund requests coming to manufactuere (me) not the seller?
Hello everyone,
We are a UK-based manufacturer selling our products both directly on Amazon and through various resellers. Over the past few months we’ve noticed a significant increase in the number of customers contacting us directly—via phone or our website’s contact form—regarding returns and refunds for products purchased from our resellers.
To investigate, I made a test purchase and attempted to return or request a refund. I discovered that the system marked the product as "unavailable for a return or refund" and directed me to contact the manufacturer, with a link to our website.
This situation has caused several issues:
1. Verification Challenges - As the manufacturer, we don’t have access to the reseller’s sales records to verify these orders.
2. Resellers made the sales, so the responsibility for returns and refunds to the customer should fall to them—not us and then we handle the issue with our reseller.
3. Customer Frustration - In cases of faulty products, customers are understandably upset and expect us to resolve the issue, even though due ot the above issues we are very restricted to what we can do
Has anyone experienced similar issues or found a solution to prevent Amazon from redirecting customers to the manufacturer for returns/refunds? Any advice on how to reverse this would be greatly appreciated.
Customer complaints or refund requests coming to manufactuere (me) not the seller?
Hello everyone,
We are a UK-based manufacturer selling our products both directly on Amazon and through various resellers. Over the past few months we’ve noticed a significant increase in the number of customers contacting us directly—via phone or our website’s contact form—regarding returns and refunds for products purchased from our resellers.
To investigate, I made a test purchase and attempted to return or request a refund. I discovered that the system marked the product as "unavailable for a return or refund" and directed me to contact the manufacturer, with a link to our website.
This situation has caused several issues:
1. Verification Challenges - As the manufacturer, we don’t have access to the reseller’s sales records to verify these orders.
2. Resellers made the sales, so the responsibility for returns and refunds to the customer should fall to them—not us and then we handle the issue with our reseller.
3. Customer Frustration - In cases of faulty products, customers are understandably upset and expect us to resolve the issue, even though due ot the above issues we are very restricted to what we can do
Has anyone experienced similar issues or found a solution to prevent Amazon from redirecting customers to the manufacturer for returns/refunds? Any advice on how to reverse this would be greatly appreciated.
