We received a returned printer from a customer after 18 months of use in a damaged condition. It is unclear how this item was accepted by Amazon in the first place. After submitting all the required details through the Safe-T claim process, the claim was rejected with the reason “CR-Defective.” Despite multiple appeals, the claim continued to be denied.

We then opened a case with Seller Support and provided complete photo evidence and supporting information. The response we received was as follows:

"Kindly note that, in accordance with Amazon’s FBA Customer Returns Policy, we strive to ensure a great customer experience by occasionally accepting returns beyond the standard timeframe outlined in our policies."

This essentially means the entire loss is placed on the seller, even when the return is clearly abusive. In this case, the customer misused the system RETURNING ITEM AFTER 18 MONTHS and Amazon took no action to prevent it. Unfortunately, this is not an isolated incident—we have already incurred significant financial losses in similar cases.