How do I charge a restocking fee while living in the Refund at First Scan Era?
I am aware of the location and specifics of the Amazon policies on Seller Fulfilled Returns and the guidelines for charging restocking fees.
I am less clear on HOW exactly I can charge a restocking fee since 99% of all FBM refunds are now automatically issued at first scan. Because of this, there is no longer an option available on the Manage Returns page. Do I open a case with Seller Support? This is a horrible option. Do I open a SAFE-T Claim? If so, why isn't charge a restocking fee listed under the reasons in the "Please indicate the reason for your reimbursement claim" drop down?
Despite the fact that RFS was introduced in mid-2021 and implemented fully in 2022, there is no updated guidance on the help pages on how to charge a restocking fee under the new system. Isn't that odd?
The cynic in me believes that Amazon KNOWS this issue exists, but does not care. Refund/Return abuse and fraud is a growing epidemic and they took away one of the only ways a seller had to mitigate this issue while waving the false flag of improving the customer experience. (How about improving your seller's experience?)
However, the tiny sliver of optimist remaining in me wants to believe that this just an oversight. A team is working on new guidelines with a widget to charge a restocking fee post RFS at this very moment.
Hoping a mod has an answer....
How do I charge a restocking fee while living in the Refund at First Scan Era?
I am aware of the location and specifics of the Amazon policies on Seller Fulfilled Returns and the guidelines for charging restocking fees.
I am less clear on HOW exactly I can charge a restocking fee since 99% of all FBM refunds are now automatically issued at first scan. Because of this, there is no longer an option available on the Manage Returns page. Do I open a case with Seller Support? This is a horrible option. Do I open a SAFE-T Claim? If so, why isn't charge a restocking fee listed under the reasons in the "Please indicate the reason for your reimbursement claim" drop down?
Despite the fact that RFS was introduced in mid-2021 and implemented fully in 2022, there is no updated guidance on the help pages on how to charge a restocking fee under the new system. Isn't that odd?
The cynic in me believes that Amazon KNOWS this issue exists, but does not care. Refund/Return abuse and fraud is a growing epidemic and they took away one of the only ways a seller had to mitigate this issue while waving the false flag of improving the customer experience. (How about improving your seller's experience?)
However, the tiny sliver of optimist remaining in me wants to believe that this just an oversight. A team is working on new guidelines with a widget to charge a restocking fee post RFS at this very moment.
Hoping a mod has an answer....
6 replies
Seller_rGcQW1yb6ZWbC
I am not a mod, but you need to file a safety claim.
If the item is returned in the same condition in which it was sent, you cannot 'charge' a restocking fee. Simply, place the item back in your inventory and sell it again. If it was damaged by the buyer in any way, you need to submit pictures of the damage and note why the return was in a different condition that when it was sent to the buyer.
If the return was descretionary, you can request reimnbursement for the outbound and inbound shipping charges.
Seller_f4a7xAPCCSMqD
Yes
You choose the reason why a restocking fee needs to be applied, like "Returned item(s) not received in original condition."
Tatiana_Amazon
Hi @Seller_ZOQZjWkiFtHAQ,
@Seller_f4a7xAPCCSMqD and @Seller_rGcQW1yb6ZWbC have both provided accurate information, so I just wanted to jump in and expand on that for you.
Typically, a restocking fee will only be an eligible option for sellers selling within a category that is exempt from automatic returns, or if the return is considered out of policy (e.g. returned after the 30 day window). Refund at first scan is the process for all other returns that fall within policy as this creates the most cohesive return experience for customers.
If an in-policy return is refunded, but comes back in a materially different state than when you shipped it, then a Safe-T claim is the correct path to take.
I understand that the policies around restocking fees versus Safe-T claims are confusing, but I do hope this explanation helps clarify the difference between the two.
Please let me know if you have questions.
Tatiana
