Customer returned an item after 1 year and 10 months, fully refunded by Amazon
Hi
A customer bought an expensive electronic equipment in October 2017 and decided to return it in August this year claiming it was defective. This was through FBA, Amazon refunded them fully straight away taking money from my account.
I had the item returned to me from the warehouse and tested it and of course it is not defective at all. It feels like the customer used it for almost two years and just decided to get their money back and effectively using it for free.
I raised a ticket with seller central giving them proof that the item is not defective and asking them to provide any proof that it is actually defective but I am not getting anywhere with them. They insist that, essentially, Amazon’s returns policy allows the customers to return an item any time within 2 years after purchase and simply say that it is defective and they will get fully refunded
This seems to leave sellers vulnerable to abuse by fraudulent buyers, especially for electronic items which get phased out anyway within 2 years. Is there a way I could win this?
Thanks
Customer returned an item after 1 year and 10 months, fully refunded by Amazon
Hi
A customer bought an expensive electronic equipment in October 2017 and decided to return it in August this year claiming it was defective. This was through FBA, Amazon refunded them fully straight away taking money from my account.
I had the item returned to me from the warehouse and tested it and of course it is not defective at all. It feels like the customer used it for almost two years and just decided to get their money back and effectively using it for free.
I raised a ticket with seller central giving them proof that the item is not defective and asking them to provide any proof that it is actually defective but I am not getting anywhere with them. They insist that, essentially, Amazon’s returns policy allows the customers to return an item any time within 2 years after purchase and simply say that it is defective and they will get fully refunded
This seems to leave sellers vulnerable to abuse by fraudulent buyers, especially for electronic items which get phased out anyway within 2 years. Is there a way I could win this?
Thanks
0 replies
Seller_EJIX7rqDNQJi2
Unfortunately, Amazon can accept out of policy returns for FBA orders at their own discretion even months or years after the purchase date.
You agreed to their rules when you signed up for FBA.
I am afraid there is not much you can do. However, I know sellers who open cases with the Seller Support over this and manage to get reimbursed. So you can try documenting everything and maybe Amazon will reimburse you - at least partially.
Seller_oGFKRixtdkjxL
I feel for you. That’s why we don’t do FBA for items in this category. Amazon occasionally phone us and ask if we want to do FBA, then the reasons why not when we turn them down - this is the reason.
I’m assuimng the item is now unsaleable/worthless so you can’t recoup any value from the return?
I suppose the perspective issue is do you make enough from FBA to cover such losses and still make participation worthwhile?
Seller_MIRccQgMCbgVH
We used FBA for years in France and then finally Germany. The refunds crippled us, especially Germany. It literally ruined a years worth of selling. Customers returning phones 18 months later, most of the returns were damaged.
Seller_lJgx1h6d0KEfE
I’d like to see how a case like this would stand up in a UK court.
Regardless of what you sign up to, the law of the land can overturn it… but only if you have the time and persistence to pursue it.
Seller_MIRccQgMCbgVH
I haven’t sold FBA in a year, yet the refunds are still being made every week. basically we are still paying the price. UK court dont want to upset (Amazon)
Seller_THte9Ti6D9kqC
Sadly we are getting those too - we sold brand new & factory sealed Apple Pencil (very expensive item). Then 6+ months later we get a return because the item is apparently faulty. We don’t use FBA but this item was sold uder SFP (Seller Fulfilled Prime).
One of the reasons we no longer use FBA, SFP for more expensive electronic items. It diminished our sales but we sleep better at night
Seller_Zm6mSLypM9kp8
FBA returns are indeed a big disadvantage to sellers but it seems Amazon follows EU 2 years directive on Faulty items as given below:
Amazon has to adhere to this and 6 years in England, Wales and Northern Ireland and 5 years in Scotland as per the document here:
Seller_bixMTbRxHCvav
So one of Amazons little enhancements whereby your is account is suspended and funds withheld just because items were delivered late is acceptable is it, or are some enhancements more acceptable than others?
Seller_16EevDf4Axaui
Personally, and I know my answer isn’t helpful particularly, but I’d walk on hot coals before I’d be subject to this kind of treatment. I do sell on Amazon but only FBM, I’m subject to the same rules as everyone else and could fall foul of dishonest buyers, we have on a few occasions, but we’ve generally managed to avoid being crippled by them, but I’d scrap Amazon in a heartbeat if it became unviable to sell here, of course it’s maybe not as easy an option for others as it would be for me, but I’d rather lose by not selling here than lose by being cheated here.
If the issue, which it appears to be, is as big as the multitude of threads suggest it is, there is literally only one answer, put your inventory on hold here and try elsewhere where the seller has a chance because as long as Amazon are calling the shots with their terms and refunding customers after nearly 2 years, you don’t stand a chance, if you receive a handful of those returns all at once it could be enough to wipe you out, only one option, try other avenues, even eBay has to be better than this!!. If enough sellers took that stance, it may just be enough for Amazon to realise it’s going a little Pete Tong and give the sellers better conditions to work with - just my 2pence for what it’s worth 
Seller_hCkG5ncKsZ3fC
I have had buyers from Italy and Germany do the same. only they do it after damaging the electronic item. in my case, 360 degree camera’s worth 450 euro. I have just had another one today, a notification from Amazon saying they have refunded a German transaction just at 12 months old as it is “defective” and i’m sure when I get it back it will be a broken lease the same as the others.
I have had other items returned that wasn’t even purchased from us. They return a different item, different serial number that doesn’t match the box and amazon do not help at all.
Unfortunately I am a small business and these customer damaged items are crippling so much I need to close the FBA account and get stock all stock returned.
