Urgent: Damaged FBA Product - No Refund/FBA Fee Reimbursement
We've received a product refund from a customer for an item that arrived damaged. The damage occurred during transit by Amazon's courier, not due to any fault on our part. Despite this, Amazon is refusing to issue us a refund for the damaged product and is also withholding the FBA fees.
We believe this is Amazon's responsibility, not ours. The damage happened while the product was under Amazon's care and transport.
Urgent: Damaged FBA Product - No Refund/FBA Fee Reimbursement
We've received a product refund from a customer for an item that arrived damaged. The damage occurred during transit by Amazon's courier, not due to any fault on our part. Despite this, Amazon is refusing to issue us a refund for the damaged product and is also withholding the FBA fees.
We believe this is Amazon's responsibility, not ours. The damage happened while the product was under Amazon's care and transport.
0 replies
Jameson_Amazon
Hi @Seller_wgxOMGy1HIUT6,
Thank you for reaching out on the Seller Forums!
If you haven't done so already, I'd encourage you to read through these help pages for more information and guidelines on the FBA reimbursement policy:
After reading through those resources, if you do believe your claim meets those requirements yet continues to be denied, please send me your case IDs and I'd be happy to take a further look.
Thanks again,
Jameson
Seller_oTg2bqOnRJ43X
Sorry to hear about the issues. We feel like we get this one a lot. (Definitely feels like this happens more than it should.) Amazon Seller Central sends us an email stating that they issued a refund for an FBA Order and the refund reason is "Damaged During Transit." You probably got the same type of email, right?
It feels like these should be automatic reimbursements since it was under FBA's care and it looks to fall under FBA's reimbursement policy: https://sellercentral.amazon.com/help/hub/reference/G201030350?locale=en-US
We rarely ever get delivery damage complaints when we send orders by UPS, FedEx, or USPS. Maybe 1 or 2 a year. And when damages happen, we typically get a refund from those carriers. We're confused as to why this would be different for Amazon FBA, especially since we need to use FBA in order to qualify for Prime.
Our items are non-returnable, which is the main push back we get from Amazon seller support. Seller support says non-returnable items are not reimbursable, and so the order is not reimbursable even though Amazon FBA damaged the item during delivery. We feel this policy is confusing since FBA's fees include delivering our items to the customers without damage. A reimbursement seems fair here. Again, other carriers would more than likely issue a refund in the same scenario. In our opinion, the return factor shouldn't matter if FBA damaged the item while it under FBA's care and responsibility.
We've opened countless cases with Amazon seller support to get these FBA order refunds reimbursed but with little to no success. Any luck on your end?
