CUSTOMER RETURNS REFUNDS VIA AMAZON- WHY ARE CUSTOMER NOW CONTACTING US?
Hi Everyone,
Has the return `automatic` refund changed. I was on the understanding that Amazon dealt with refunds and any communications with buyers.
If the MODS have any ideas or suggestions then please be forthright.
Recently, I had some customers contacting me. I am unsure If I should communicate with them. In 2 cases, it appears Amazon has not given the refund as quickly as once did?
Is the seller back in the loop? or should I just point them back to Amazon? Thanks for the help.
CUSTOMER RETURNS REFUNDS VIA AMAZON- WHY ARE CUSTOMER NOW CONTACTING US?
Hi Everyone,
Has the return `automatic` refund changed. I was on the understanding that Amazon dealt with refunds and any communications with buyers.
If the MODS have any ideas or suggestions then please be forthright.
Recently, I had some customers contacting me. I am unsure If I should communicate with them. In 2 cases, it appears Amazon has not given the refund as quickly as once did?
Is the seller back in the loop? or should I just point them back to Amazon? Thanks for the help.
4 replies
Seller_ZJhFeE3tNKzfh
FBA? SFP? FBM?
If FBM then the returns can be auto authorised by amazon and refund at first scan should take place if a prepaid label has been supplied. But it doesn’t always happen and the customer can still contact you.
If FBA or SFP then yes Amazon should deal with things.
Seller_ZOZTdubuqFBLp
In my experience as a SFP seller you are always better directing them to Amazon to make the refund especially if the goods are not back with you.
Once a seller makes a refund there is no way to make any claim for the item that is returned no matter what condition the good arrive back in
Seller_lbI1crGPoeYCF
As far as I can tell, for FBM orders (we sell clothes), when the refund at first scan was introduced a year or so ago, refunds were processed as soon as the item was scanned by the post office or Hermes by Amazon automatically.
A few months ago, I noticed this changed and customers seemed to be automatically refunded by Amazon about a week after the item was returned / scanned.
I am not sure why this changed and there was no communication about it from Amazon.
I can only assume this is to give the seller time to highlight an issue with the return ie. if it is damaged or the wrong item.
As a result we have suddenly had customers contact us asking when the refund will be processed, and in most cases I simply manually process the refund.
I would be interested to hear from other sellers to see if this is a change others have also recently experienced or is it just us.
