£400 Gone: Amazon's Unfair Refund Fiasco
Hey Amazon seller community,
I'm reaching out to share a very frustrating experience that led to a loss of over £400, hoping to shed light on some of the challenges we face with Amazon's refund policies. Here's the deal: We shipped a product to a customer, but it got held up in their local customs. This delay, clearly outside our control, prompted the customer to file an A-Z claim, demanding a refund. We didn't waste a moment and immediately explained to Amazon that the hold-up was due to customs issues and that the item would soon be cleared and delivered.
But here's the kicker: Amazon ignored our appeal and refunded the customer anyway. And if that wasn't bad enough, the customer eventually got the package and now refuses to pay. This situation has left us with a hefty loss, and frankly, I feel Amazon's handling of the issue was completely unfair. They seem to dismiss the seller's perspective too quickly, siding with customers without proper investigation.
Has anyone else had a similar experience? What strategies do you use in such scenarios? I'd really appreciate hearing your thoughts and advice.
Thanks for your time,
£400 Gone: Amazon's Unfair Refund Fiasco
Hey Amazon seller community,
I'm reaching out to share a very frustrating experience that led to a loss of over £400, hoping to shed light on some of the challenges we face with Amazon's refund policies. Here's the deal: We shipped a product to a customer, but it got held up in their local customs. This delay, clearly outside our control, prompted the customer to file an A-Z claim, demanding a refund. We didn't waste a moment and immediately explained to Amazon that the hold-up was due to customs issues and that the item would soon be cleared and delivered.
But here's the kicker: Amazon ignored our appeal and refunded the customer anyway. And if that wasn't bad enough, the customer eventually got the package and now refuses to pay. This situation has left us with a hefty loss, and frankly, I feel Amazon's handling of the issue was completely unfair. They seem to dismiss the seller's perspective too quickly, siding with customers without proper investigation.
Has anyone else had a similar experience? What strategies do you use in such scenarios? I'd really appreciate hearing your thoughts and advice.
Thanks for your time,
19 replies
Seller_k2X0L9mVRT0pW
Unfortunately Amazon's rules & regs state that late delivery (for any reason) is an automatic refund if buyer complains.
Seller_vSOOwekJLU6c0
Amazon lost 200 USD worth of product when I sent 20 units to the FBA warehouse. They only received 19.
I even posted about it on the forums and I got connected to someone. This just delayed the process 2 weeks only to come to the conclusion that the FBA shipment is not eligible for a refund.
I cannot comprehend how its legal to receive anything you want as an Amazon fulfillment center and not reimburse the individual that sent the product if you decide to trash 19/20 units.
Amazon, of course, argues that "their policy" states the order is not eligible for reimbursement. Which is absurdly predatory.
As far as your situation, Amazon does not protect the seller. I would rethink sending packages to other countries, as the duty fee they have to pay is very unattractive and customs is constantly holding things up. Customers do not understand that this is beyond your control but they blame you anyway. The Amazon policy allows for them to get a refund because of this...due to Amazon's desire to be an attractive marketplace for customers at the expense of the seller.
Seller_1horcofslOFbi
Time and time again we listened to many sellers on Amazon saying the same thing over and over again .
Once spoken to amazon rep and he told me , in business , this will happen and "try" to factor into your selling price . Overall, if you still making "some" money using Amazon marketplace, then consider lucky or somehow grateful , i think .
We will never sell anything more than £100 on amazon per item ( yes , we have one on sale ... no choice ) but majority of our listing 99.9% is below a comfortable risk that we would take.
As you all already know , we signed up to Amazon policies.sssss ( with lots of T & C'sssss ) when we sell things on amazon .
Sorry if i offended anyone...
Seller_H04Prg9Nc0Td4
Unfortunately, these situations happen, and there is no solution. It turns out that unfair and nonsense called policy does not protect the seller in any way. In fact, it is impossible to achieve the results you want here with the A to Z claim team, Internal team, and this management that steal, cause stress, and bankrupt businesses.
Seller_0UsCN5pKkU6bJ
I've given up selling expensive items on Amazon due to having no protection. I just sell them on market places that care about their sellers
Seller_V6DKYyRKqyUtD
This is a regular occurrence. Amazon is at no loss so it is very easy for them to refund because all in all they still keep the fulfillment fees in spite of a refund.
And to make it worst that refund amount is taken from your account reserve. Don't sell expense items because if you do buyers will exploit you.
Seller_1vyLJePYDN9hf
I have had similar experiences. I have also had a number of buyers leaving me negative feedback for their customs delays and fees, leading to my being threatened with suspensions. This is Amazon, zero seller protection, fraudulent buyers keenly encouraged.
Seller_O8uJKvMnYDGVw
Can you not put in a safe-t claim and provide all tracking for the item,
Seller_lncJ33ORWEySW
Amazon just love refunding third party sellers money. It would be a different case if it was their money. I would love to see published the percentage of refunds given by Third party sellers and Amazon own sales. I would guess it would be close to 95% third party sellers and 5% Amazon own sales.
Seller_bzRkeDMMsE3Is
Fortunately, the majority of Amazon customers are honest, it's the other 49% you need to worry about!
