customer abusing Amazon return policy and we received inappropriate message warning from Amazon
Hello,
We have a customer that purchased same item 3 items in the last month. She returned 3 of them a week later of her purchases.
2 of them were from our FBA inventory. Last one was directly from us.
She returns the boxes by saying missing accessories. Every time she returns, she takes some parts out. At the end of 3 purchases, she made her self 1 complete set at no cost. She got refunded all the time.
We record each item we sell. She also forgot to take out FBA label on the item she sent us back.
We messaged customer and told her we knew what she did. We asked her not purchase from us again and we said what she is doing is not nice.
After that we got message from Amazon stating they can deactivate our account, if we communicate customers that way.
This customer is basically a thief and she caused us to lose 600$. Her address is also well-known and she is marked as mail fraudster.
Why Amazon does not take action on customer rather than the seller?
@Cooper_Amazon
@Desi_Amazon
customer abusing Amazon return policy and we received inappropriate message warning from Amazon
Hello,
We have a customer that purchased same item 3 items in the last month. She returned 3 of them a week later of her purchases.
2 of them were from our FBA inventory. Last one was directly from us.
She returns the boxes by saying missing accessories. Every time she returns, she takes some parts out. At the end of 3 purchases, she made her self 1 complete set at no cost. She got refunded all the time.
We record each item we sell. She also forgot to take out FBA label on the item she sent us back.
We messaged customer and told her we knew what she did. We asked her not purchase from us again and we said what she is doing is not nice.
After that we got message from Amazon stating they can deactivate our account, if we communicate customers that way.
This customer is basically a thief and she caused us to lose 600$. Her address is also well-known and she is marked as mail fraudster.
Why Amazon does not take action on customer rather than the seller?
@Cooper_Amazon
@Desi_Amazon
40 replies
Seller_JELEnXFOrnw4L
The correct way is:
1. For FBM, issue a partial refund.
2. For FBA, open a case with Amazon.
Communication with buyers is limited only in certain circumstances.
Seller_f4a7xAPCCSMqD
In the future, I would highly recommend not accusing the customer, just stick to the facts. If they want to know why they received a partial refund, just state the facts. Don't accuse them because they can too easily use your words against you, as you have found out.
You can report her to Amazon here for abusing the return system. For FBA returns, you
Seller_aV1Bh32hE0KND
Last one was directly from us.
Here are some FBM help pages to review; how to process returns that are materially different.
Guidelines for charging restocking fees
Seller_RClwXXLQjUdPk
Don't ever bother to contact the customer on these issues. For the FBA orders, file a Safe-T Claim and request a 50% reimbursement for item returned different from what was shipped. On the direct return, issue a refund with a 100% restock fee for item returned materially different than what shipped. Provide pictures noting missing parts. Then report the customer for abuse of Amazon return policy for each instance.
Seller_aUbEyzlSSnsDJ
Amazon does not care what your policy is they will delight the scammers oh I mean customer every time. Amazon is a very bad actor in this area. If you think amazon, is you partner you are very wrong.
Seller_R2dP7Hunjcdj0
You should ALWAYS photograph all outgoing shipments from all sides, making SURE that the Factory Seal is visible in the photos.
Then, if someone does what you are suggesting, you refund only 50% of item cost and include the photos of the Returned Open-Box item.
Which, of course, leaves you WIDE-OPEN to receive Negative Feedback, which, in sufficient amounts can ALSO jeopardize your "Selling Privileges", but that is another matter.
IF the Buyer already received their Refund via RFS, then you must File a Safe-T Claim for the Loss. Unfortunately, my experience with the Safe-T Claim process has proven that the amount returned to the Seller is hardly worth the effort to file the claim. In the cases of RFS and the product Returned is "Materially Different", Amazon is WOEFULLY inadequate in protecting their 3rd Party Sellers from Buyer Abuse and outright Fraud.
When I was recruited to Sell on Amazon, my biggest concern was how Amazon would protect me from online scams and fraud. It was explained to me how Amazon protects their 3rd Party Sellers by the Amazon VP who recruited me. At that time, Amazon's policies were almost perfect!
1) The Seller was able to wait and inspect the Return BEFORE the Buyer received ANY Refund.
But Not anymore!
2) The Seller could withhold Restocking Fees based on a posted rate for Returns received in any condition.
But Not anymore!
3) The Seller could THEN file a Safe-T Claim to receive reimbursement for the balance of the sale amount minus the already refunded restocking fees.
But Not anymore!
4) Amazon would REMOVE any Negative Feedback that was the result of the Buyer not receiving a Full Refund due to their own actions.
But Not anymore!
This system worked wonderfully for many, many years. OBVIOUSLY, the public was MORE than happy to purchase on Amazon under those existing policies. While utilizing these policies, Amazon managed to become the largest, most successful online sales platform on Earth, AND made it's owner one of the wealthiest humans ever born.
AND SO, OF COURSE, AMAZON HAD TO CHANGE IT!
NOW, NONE OF THESE SELLER PROTECTIONS EXIST ANYMORE!
Here is a simple list on how to FIX this problem and Restore Seller confidence in Amazon:
1) GET RID OF THE REFUND AT FIRST SCAN AND RETURN TO THE ORIGINAL WAY OF PROCESSING REFUNDS FOR RETURNS.
2) INCREASE THE FUNDS PAID FOR SUCCESSFULLY REPRESENTING YOUR CASE ON A SAFE-T CLAIM TO AT LEAST 50% OF THE ITEM COST PLUS ACTUAL POSTAGE PAID BY THE SELLER.
3) RESTORE THE ABILITY FOR THE SELLER TO WITHHOLD REASONABLE RESTOCKING FEES ON RETURNS THAT ARE NOT DUE TO SELLER ERROR.
4) ALLOW FOR THE REMOVAL OF NEGATIVE FEEDBACK THAT IS BASED ON RETALIATION AT THE SELLER FOR FOLLOWING AMAZON POLICIES, SUCH AS RESTOCKING FEES.
Sound-off! What do YOU think?
Seller_ArJhBa0D5u08m
Amazon makes it VERY hard to run a business. I ONLY have issues on Amazon, every other venue runs problem free. Amazon has created monsters with allowing online shoplifting with their policies. Tiktok and Youtube have videos on how to have Amazon help the thefts and shoplifting. I ONLY get returns on Amazon. It costs me $3000+ a year. Amazon backs the buyer and not the seller 9 out of 10 times. Why? I understand trying to cater to the cutomers, but why encourage theft? Why does a site want customers that clearly steal from sellers, and back them up? I try to avoid problem customers, especially when they clearly steal from us, but Amazon actually encourages it, and even charges me a return fee, which is a real slap in the face. How can they make profit off a return, a sale that never happened? They know we will stay no matter what we go through. Been on here watching it get worse yearly for sellers for 20 years now. It's honestly like they want sellers to leave it seems. Ebay used to treat sellers the same way, and lost em all. As soon as another site puts up real competition, and Amazon doesn't buy em out, lots of sellers will be gone, just like what happened to Ebay. It's sure nice to dream about it anyway.
Seller_2GBivRY0cS5Hi
Evidence means nothing. Amazon will break their own policies and do whatever they want. I've had Amazon blatantly go against their policies and auto approve and accept out of policies returns after the item was delivered 60 days ago and when the buyer is admitting they damaged the item. I've had expensive orders delivered to the buyer even with signature confirmation where the buyer signed for the package and then they file A to Z claims they never received the package and Amazon within 1 day gives them full refund and when I apply for appeal and show Amazon proof of delivery with proof of signature by the buyer and Amazon denies my appeal. I've had a lot of buyer remorse returns lately and they are being auto approved by Amazon so it seems they have this very loose return policy now where they are allowing buyers to return items at any time frame and are able to reutun for any reason, and Amazon wants the sellers to cover these very loose policies even when Amazon makes decisions that go against their policies and against their sellers. This platform is absolutely unbelievable when it comes to how they treat their sellers. Also I have had Amazon automated system constantly deleting my handling times in my listings for orders and Amazon wants to do nothing about it. I have 20 day handling time in my listings but Amazon is trying to force me to ship my items in 1 day and when I bring this to their attention they want to do nothing about it.
Seller_Sv9JkLOUP0kf8
I stopped selling on Amazon two weeks ago after being here 10+ years. When will the rest of the sellers understand that AMAZON doesn't care if sellers succeed or get ripped of.. They allow you to be nickeled and dimed while they get MILLIONS of people to pay for Prime and use their AWS servers that control 80% of the internet. THAT is how they make their money! They use and abuse us sellers to do it. They don't care if you fail or break even - they cater to scammers on here that will steal from you - so THEY (AMAZON) get's their Prime subscriptions!!! Amazon even got sued yesterday by the FTC for scamming customers into subscribing for PRIME. Wake up people!
