Customer refunded in full after 100% restocking fee applied
Customer had purchased and then submitted a return stating that the item was stained from the manufacturer. Upon the arrival of the item back based on the condition of the item as well as the nature of the stains that the issue was in turn caused by the customer and in turn applied a 100% restocking fee the order.
Within the same hour we had then noticed that the customer was refunded in full for the full cost of the item. After reaching out to Amazon support they had attempted to tell me that since the order was "Auto Authorized" that the order was refunded in full regardless of the restocking fee applied. Furthermore when attempting to submit a safe-t claim we were now unable to since a "refund" had been submitted manually.
This has never been the case for the 100's of restocking fees that we have applied and nor is there anything listed stating that this is the case within the information for "Managing Seller Fulfilled Returns"
What if any recourse would we have?
Customer refunded in full after 100% restocking fee applied
Customer had purchased and then submitted a return stating that the item was stained from the manufacturer. Upon the arrival of the item back based on the condition of the item as well as the nature of the stains that the issue was in turn caused by the customer and in turn applied a 100% restocking fee the order.
Within the same hour we had then noticed that the customer was refunded in full for the full cost of the item. After reaching out to Amazon support they had attempted to tell me that since the order was "Auto Authorized" that the order was refunded in full regardless of the restocking fee applied. Furthermore when attempting to submit a safe-t claim we were now unable to since a "refund" had been submitted manually.
This has never been the case for the 100's of restocking fees that we have applied and nor is there anything listed stating that this is the case within the information for "Managing Seller Fulfilled Returns"
What if any recourse would we have?
0 replies
Seller_OvL8C4BJWiuS9
They are wrong-Auto authorized does not mean a refund was processed, it means that your return settings require it to be returned for a refund. Did it say "prior refund applied" when you went to charge the restocking fee?
Seller_24FzucbyGtgZS
Amazon does not care because it not their money - its YOUR money.
In addition to the full refund Amazon also charged you for the return shipping label, they money grabbing "shipping tax" and a "refund processing fee". Of course they did NOT refund any of Amazon's fees charged on the initial sale.
Seller_gFJbRzfGx9Ysb
A customer purchased an item for $93.69 but returned a completely different item, yet received a full refund. We submitted a Safe-T Claim, providing clear evidence of the original item purchased and the incorrect item returned. While the claim granted a reimbursement of $89.26 (comprising $73.90 towards the item cost and $15.36 for return shipping), this outcome is insufficient. The customer effectively kept the original item and received a full refund, resulting in a financial loss for us. The Safe-T Claim should have covered the full purchase price of $93.69, in addition to the return shipping costs.
Seller_R2dP7Hunjcdj0
This was where you made your error.
When receiving back a Return "In Materially Different Condition than as originally shipped", Amazon only allows for a 50% Restocking Fee. This is 50% of the item amount, and the Seller is supposed to Refund the original postage they paid.
Once the Seller issues any refund, the transaction is not allowed for a Safe-T Claim.
So, the Seller loses 50% of the item amount, the outgoing postage AND the Return postage.
It is MADNESS, and in my opinion is one of many ways Amazon pressures 3rd Party FBM Sellers to switch to FBA.
Do a search under "Restocking Fees" for your country and product, as they vary.
Good Luck!
Seller_JQ2Dj853XJZRt
file an abuse claim.
https://sellercentral.amazon.com/abuse-submission/index.html
