FBA dispatched item, buyer refunded because buyer did not receive it.
We do larger items with higher value, but there are a lot of group orders where the reason for the order is that the item was not delivered, but Amazon is a direct refund.
When I approached customer service for a claim, they said that this non-delivery was written by the customer randomly and that it was not proof of non-delivery. The buyer needs to be directed to contact buyer customer service to clarify this.
This response I feel is just dodging responsibility.
1. most of us who contact buyers will not reply
2. even if I get a reply, the buyer is not willing to waste their time to help us because the buyer has already received the refund
So I hope Amazon will address this issue, if the reason that the item was not delivered doesn't make any sense, why would there be an option for this when the buyer is refunded? And why is this option selected and you guys don't admit that the item was lost by FBA?
I hope the Amazon team can get back to me!
3 replies
Quincy_Amazon
Hello @Seller_9tfJnDSwqMHH8
Thank you for posting your inquiry to the Forums.
I came across your thread and wanted to inquire whether you received resolution on your concern. I also wanted to provide some resources for your reference if needed:
If an item you send to us as part of the Fulfillment by Amazon (FBA) service is lost or damaged at a facility or by a carrier operated by Amazon or on behalf of Amazon, we replace that item with a new item of the same FNSKU or reimburse you for it.
For an item to be eligible under this policy, all of the following must be true:
- The item is registered in FBA at the time it is lost or damaged.
- The item complies with FBA product restrictions and with FBA inventory requirements.
- You have sent us the exact items and quantities stated in your shipping plan.
- The shipment for the item is not in canceled or deleted status.
- The item is not pending disposal or was not disposed of at your request or because we have exercised a right to do so.
- The item is not defective and was not damaged by a customer.
- When a lost or damaged item claim is filed, under review, and during any appeals, the seller’s account must be in normal status.
This help page provides additional guidance on how to file a claim if needed. If you still need additional assistance, please feel free to provide the related case ID number to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
