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?
