Question about customer refund
I've tried to get an explanation from support but am not having any luck. I'm just looking for an explanation so if anyone can help I would appreciate it.
A customer bought one of my products (FBA) back in November. It was a golf training aid. The customer (after 1 week) said the product was damaged and Amazon sent a replacement. They got the replacement in late November. Yesterday, I was notified that Amazon gave the customer a full refund after they had the product for 60+ days.
To me, it seems unfair a customer can buy a product and use it for 60+ days and then get a full refund.
Am I not understanding this? I'm not trying to be condescending, but actually trying to understand.
Support has been terrible. Here is one response when I asked for clarification. "In this regard please be informed that we regret to inform you that 1 unit has been decline due to Seller Faulted Customer Concession."
What does that mean? When I asked for clarification they replied that this matter has been resolved and they wouldn't be discussing it with me.
Any help would be appreciated. Thanks
Question about customer refund
I've tried to get an explanation from support but am not having any luck. I'm just looking for an explanation so if anyone can help I would appreciate it.
A customer bought one of my products (FBA) back in November. It was a golf training aid. The customer (after 1 week) said the product was damaged and Amazon sent a replacement. They got the replacement in late November. Yesterday, I was notified that Amazon gave the customer a full refund after they had the product for 60+ days.
To me, it seems unfair a customer can buy a product and use it for 60+ days and then get a full refund.
Am I not understanding this? I'm not trying to be condescending, but actually trying to understand.
Support has been terrible. Here is one response when I asked for clarification. "In this regard please be informed that we regret to inform you that 1 unit has been decline due to Seller Faulted Customer Concession."
What does that mean? When I asked for clarification they replied that this matter has been resolved and they wouldn't be discussing it with me.
Any help would be appreciated. Thanks
3 replies
Seller_i6S8knzW6zU6Z
Hi @Seller_reqB29vsrF95n,
I understand your frustration about the refund after 60+ days. Let me share what I found in Amazon's FBA policies that might help explain the situation.
The standard return window is 30 days, but Amazon's FBA customer returns policy (see Returns section) mentions that they "may make case-by-case exceptions and accept return requests beyond 30 days of receipt" to ensure customer satisfaction.
Regarding the replacement from November followed by a refund: When Amazon issues a replacement, their policy states that "customers must return the item that is being replaced." You might want to check if this happened in your case.
Here's something that could work in your favor: According to the customer return claims policy (see Note section), if a customer gets a refund but doesn't return the item within 60 days of the refund, Amazon typically charges the customer and reimburses the seller.
To understand exactly what happened in your case, I'd suggest checking:
- Your Manage FBA Returns report for the full history
- Your FBA customer returns report to see if either item was returned
- Your Reimbursements report with the order ID
If you believe the refund wasn't justified, you can still file a claim through Contact Us within 90 days of the reimbursement (see To calculate reimbursement value section).
Hope this helps provide some clarity! Let me know if you need help finding any of these reports.
Best regards, Michael
