How to Prevent Auto Refund Enforcement for High-Value Return Pending Warranty Inspection?
Hi everyone,
I could really use some advice from other sellers (or mods) who’ve dealt with this.
I sell a high-ticket equipment part (~$1,000). It was delivered to the buyer on June 1st, and they initiated a return on June 30th — so it was within Amazon’s 30-day window, and the return was auto-authorized.
However, the item was returned in damaged, non-resellable condition, showing:
• Heavy mineral buildup (calcium scale)
• A broken lid tab
• Evidence it was installed and used outdoors
• Returned without original sealed packaging
The buyer marked it as defective, but this type of product requires manufacturer testing to confirm if it’s actually faulty and qualifies for a warranty claim. We’re currently forwarding it to the manufacturer’s tech team for inspection, which could take up to 10–14 business days.
My Questions:
1. Is there any way to delay auto-refund enforcement while waiting for a manufacturer’s warranty evaluation?
2. How do I properly notify Amazon that the item was returned used/damaged and cannot be refunded until verified?
3. What’s the best practice for handling high-value FBM returns when a refund depends on defect confirmation?
Any insight from sellers who’ve faced this before would be appreciated — I just want to make sure I’m handling this correctly and protecting my business without violating Amazon policy.
How to Prevent Auto Refund Enforcement for High-Value Return Pending Warranty Inspection?
Hi everyone,
I could really use some advice from other sellers (or mods) who’ve dealt with this.
I sell a high-ticket equipment part (~$1,000). It was delivered to the buyer on June 1st, and they initiated a return on June 30th — so it was within Amazon’s 30-day window, and the return was auto-authorized.
However, the item was returned in damaged, non-resellable condition, showing:
• Heavy mineral buildup (calcium scale)
• A broken lid tab
• Evidence it was installed and used outdoors
• Returned without original sealed packaging
The buyer marked it as defective, but this type of product requires manufacturer testing to confirm if it’s actually faulty and qualifies for a warranty claim. We’re currently forwarding it to the manufacturer’s tech team for inspection, which could take up to 10–14 business days.
My Questions:
1. Is there any way to delay auto-refund enforcement while waiting for a manufacturer’s warranty evaluation?
2. How do I properly notify Amazon that the item was returned used/damaged and cannot be refunded until verified?
3. What’s the best practice for handling high-value FBM returns when a refund depends on defect confirmation?
Any insight from sellers who’ve faced this before would be appreciated — I just want to make sure I’m handling this correctly and protecting my business without violating Amazon policy.
5 replies
Seller_OvL8C4BJWiuS9
They returned it, warranty has no place with Amazon and their return policy. If you do not refund, they will file an A-Z claim and win. You can charge a restocking fee as materially different/damaged/used. You may be able to collect on the warranty, but that has nothing to do with the buyer.
Joey_Amazon
Hello @Seller_Bn1TQ0UhZ1cRN,
Thank you for bringing this matter to our attention.
When you have a moment please take a look at the following content posted by @Xander_Amazon 🛠️ Let's Talk: Handling Damaged Items Like a Pro!
Hope this helps,
Joey
Seller_G7zWzRpYemcAE
File a Safe-T Claim. But you can't do it until the refund has been issued.
Seller_p4aHGJV2iziFh
Issue the refund with a 100% restocking fee using the reason "materially different" and upload as many pictures during the refund as Amazon has space for. That is the ONLY way to protect yourself against these bad hatters. AND save your proof in case they try to use another Amazon "avenue" against you.
Seller_R2dP7Hunjcdj0
This was posted 2 weeks ago, so the OP problem is certainly solved one way or another by now, but for those who want to know how to handle this for their account:
First of all, IF a Buyer Returns an order, the Seller MUST Refund a specified amount back to the Buyer.
If you do NOT issue a Refund within 2 "Business days", Amazon is supposed to issue the Full Refund automatically.
HOW MUCH you Refund the Buyer depends on the what Condition the Return was received in, AND the "Amazon Restocking Fees Chart".
For example, IF the Buyer Returned the same (type) of item, but in "Materially Different Condition than how Originally Shipped", the Seller MAY be able to withhold a percentage of the Refund according to the Restocking Fees chart for that type of product. For most products, the MAX withholding is 50% of the item cost.
IF the Buyer Returns a completely different item than what was originally shipped, the Seller MAY withhold up to 100% of the item cost, depending on the Chart, and IF the Seller communicates with the Buyer that they "Accidentally" Returned the Wrong Item, and that they WILL be Refunded IF they Return the correct item.
However, in order to withhold a significant amount from the Refund, Amazon will require photos of the item Received AND the item as originally shipped as proof of your claim.
So, IF you photograph the outgoing products BEFORE shipping, AND you photograph the Returned item (placed next to the Returned Box clearly showing the Return Label as well as clearly showing the Damage [the Difference between Condition when shipped vs. Condition when Returned], you MAY withhold a "Restocking Fee" according to the Restocking Fees chart for that product.
But you should be aware that even IF you withhold Restocking Fees per Amazon Guidelines, the Buyer is STILL able to leave Negative Feedback that Amazon will NOT remove, and will be permanent.
For an expensive item, this may be a risk worth taking.
And THAT is how you should handle this type of situation.
Good Luck!
