Handling Defective or Incorrect Returns
Hello Sellers,
We Community Managers are happy to help you with A-Z Guarantee claims. Recently, however, we've seen a lot of cases where previously submitted returns of incorrect or defective items were not processed correctly. So, here's a brief explanation of how to handle such returns and avoid misunderstandings regarding A-Z Guarantee claims.
So, how do you do it?
If you receive the item from the customer and notice that it's in poor condition or isn't the correct item, take a photo of the shipment. To be on the safe side, try to include any tracking numbers/labels legibly in your photo.
Regardless of the circumstances of the return, the policy stipulates that a refund must be processed within 48 hours of receipt of the return. If the return is defective, you should select the Partial Refund option. Here you have the option to upload a photo and note the condition of the item. A partial refund is also possible for 0% of the purchase price.
Once you have processed the partial refund, inform the customer about the reasons for the partial refund via the messaging system. Here you can then discuss further steps to resolve the situation with the customer.
Under no circumstances should you close the return or inform the customer in advance and wait for a response without initiating a refund. If the return is faulty, note it as described above and then resolve the situation. A partial refund does not preclude a further full refund after the problem has been resolved.
Important: These explanations do not apply to returns with a refund after the first scan. For these, see therefund policy for seller-fulfilled orders with prepaid Amazon return labels.
Regards, Spencer
Handling Defective or Incorrect Returns
Hello Sellers,
We Community Managers are happy to help you with A-Z Guarantee claims. Recently, however, we've seen a lot of cases where previously submitted returns of incorrect or defective items were not processed correctly. So, here's a brief explanation of how to handle such returns and avoid misunderstandings regarding A-Z Guarantee claims.
So, how do you do it?
If you receive the item from the customer and notice that it's in poor condition or isn't the correct item, take a photo of the shipment. To be on the safe side, try to include any tracking numbers/labels legibly in your photo.
Regardless of the circumstances of the return, the policy stipulates that a refund must be processed within 48 hours of receipt of the return. If the return is defective, you should select the Partial Refund option. Here you have the option to upload a photo and note the condition of the item. A partial refund is also possible for 0% of the purchase price.
Once you have processed the partial refund, inform the customer about the reasons for the partial refund via the messaging system. Here you can then discuss further steps to resolve the situation with the customer.
Under no circumstances should you close the return or inform the customer in advance and wait for a response without initiating a refund. If the return is faulty, note it as described above and then resolve the situation. A partial refund does not preclude a further full refund after the problem has been resolved.
Important: These explanations do not apply to returns with a refund after the first scan. For these, see therefund policy for seller-fulfilled orders with prepaid Amazon return labels.
Regards, Spencer
7 replies
Seller_zDUw7ekrB6OEy
Yes, do this. The buyer (or customer service) then open an A-Z and get refunded. I'm sorry, but Mods on this forum really don't understand the poor service given by Amazon to it's sellers. We can do everything by the book, but if a customer wants their money back they get it, np matter what the situation or truth of the matter is.
Seller_ZQyopdiwkUHOZ
It's not. the system throws an error when you try. It always has.
Seller_Nprc5XWvdLYk9
Is it really possible to select a 100% deduction from the purchase price when issuing a refund?
Admittedly I have tried it for a while - but previously it would show an error if the total refund to the customer was 0.00 (but 0.01 used to work)
Seller_l2wsW2h1yEftE
how do we deal with mfn orders that have been refunded by amazon without the customer returning the item.
Seller_ilgaUEocXXMqs
I've had people switch an expensive new item (smart lights) with their own broken tat. Nothing I could do since they opened a return claim as defective when it really wasn't. It happened enough times for me to realise amazon is sh** and a scammers paradise so I sold the rest of my stock cheaper on ebay with no stress.
