Amazon created replacement order
How can you stop an amazon created replacement order? We are receiving orders at $0 for replacements. These customers never speak to us, just go directly to amazon and never return anything. Is there a way in the settings to stop this from happening?
18 replies
Seller_kIukTwdhvntAp
I have no clue on how to prevent them but my solution is simple -- I let the 'buyer' know they have to return the item and until it comes back I don't ship anything to them.
Here is my latest message to such a person --
Please open a return and send it back so I can make a claim with XXXXXX.
These are shipped to me in the sealed package that you received so I need to show them the damage on the item to get my money back.
Seller_AXC06kcsKI1qG
the whole dumb policy is here
https://sellercentral.amazon.com/help/hub/reference/G9675EJHNZ2ZE3M5
We cancel replacement orders and just refund.
Note your metics need to be good enough to handle the metrics hit for cancellation.
Seller_z1JDNz6de1lqc
You dont list more than 1 item at a time just like when you do not offer free shipping the only way to stop Amazon from giving 75% discount on combined orders shipping it just to keep canceling orders. this platform has progressed backwards in the last 5-6 years.
Seller_aNsixtdBpnLRG
The first time I saw one of those I freaked out too.
We are FBM and when the buyer makes any type of claim w/o contacting us (and why should they as they think they are dealing with Jeff) we wait until the item has been returned and then our metrics are good enough we just cancel the replacement. We are so upside down we are not going further by sending another anything to their client. - and majority of the time they damaged the product and think they are being cute by requesting another.
Seller_5xUDjRTyrAgVB
Terrible system they have here. We just had one showing a refund and a replacement. Glitches are all over this site lately. The replacement order issue is one we have had over and over. They NEVER return the product either
Seller_sCNERnXqy0ubH
There is no way to stop it we get about 8-12 a day
Seller_R2dP7Hunjcdj0
Since you seem to expect a Return, I will assume you are FBM.
Below a certain dollar amount a Buyer is given the option of "Replacement" over "Refund" when initiating a Return.
When this occurs the Seller receives a "Replacement Order" in their "Pending Orders", and the "Replacement Order" is a zero-dollar amount. This is because you have already been paid for it, or you will be.
The "Pending" Order does NOT become an ACTUAL order until the Original Item to be Returned is First Scanned by the Carrier to be Returned to you.
IF the Buyer "Never returns anything" as you claim, then the "Pending Order" will be automatically Cancelled by Amazon, usually after 7 days or so. You will not even be charge the Return postage label if it is never scanned.
IF the Buyer Returns the Original Item in the expected condition based on the Return, the Seller was paid for the Original Sale, and so has to pay for the Replacement themselves. The idea being that IF the Return was initiated due to the item arriving Damaged, the Seller can seek reimbursement via shipping insurance.
HOWEVER...
There is a MAJOR FLAW in the Amazon software concerning "Replacement Orders" and the "Refund at First Scan" system which DOES NOT RECOGNIZE a "Replacement Order" as a Debit to the Seller.
This allows for a Bad Actor to initiate a Return that is SUPPOSED to be in "Original Condition", and instead Return the item "In Materially Different Condition than as originally shipped" OR Return something completely different in it's place (a switcheroo) AND THE SELLER HAS NO RECOURSE.
Normally the Seller can utilize the Safe-T Claim procedure to recoup (at least some) of the money Lost on the transaction already refunded via RFS, but since the Safe-T Claim system does not recognize a "Replacement Order" as a Debit to the Seller, the Safe-T Claim system will NOT allow a Claim to even be initiated.
Because of this gap in Amazon Security, I have already been burned by this once, and I HATE being bitten twice when I know better. Now I choose to Cancel "Replacement Orders" (after notifying the Buyer) unless the Return Reason is "Arrived Damaged", and go back to the original method of Refund and hope for a Reorder.
I can do this because my metrics can take it. This will always be the Seller's decision on which might be worse.
Good Luck!
Seller_J4xdAQedDDg8G
Amazon automatically offers free replacement or refund. Ship the free replacement item, keep a record of the original order and if it is not returned within 60 days Amazon should reimburse you. If they don't, file a claim for reimbursement. This is Amazon policy. You can't fight it except play by the rules. I know waiting 60 days sounds like a real hassle but it's their playground, not yours.
Topher_Amazon
Hey @Seller_kRIqDBfrE4UUp looks like a bunch of experienced sellers weighed in above with their advice and experience and processes to handle, but if you have specific case IDs you need me to check into feel free to share them as needed.
Topher
Seller_aUbEyzlSSnsDJ
Some may not like this we cancel. If no return. We let the customer contact us. Then we tell them we canceled because of waiting on the return. When we get the return, we process the refund, and they can reorder. Now if you get lots of replacement request, I would have to think on that one.
We have never had a metric problem. And if it was an honest return the customer always reorders.
