Fraudulent FBA returns
Just received two FBA returns to my office where the customer swapped out our $250 product for another brand, less expensive product. Shouldn't the Amazon DC's be at least opening the boxes and checking to make sure the proper product is inside? And in cases like this, shouldn't Amazon provide reimbursement?
Fraudulent FBA returns
Just received two FBA returns to my office where the customer swapped out our $250 product for another brand, less expensive product. Shouldn't the Amazon DC's be at least opening the boxes and checking to make sure the proper product is inside? And in cases like this, shouldn't Amazon provide reimbursement?
7 respuestas
Seller_f4a7xAPCCSMqD
If they returned a materially different item, you can open a case requesting reimbursement for an FBA return, and you will need to include pictures of the return shipping label, the included packing slip, the LPN sticker, and the product outside of the packaging. This is the form that I use when opening the case:
This was an FBA order. The buyer returned a different item. The buyer purchased a XXXX but returned a XXXX that we do not carry.
This was from Removal Order ID Shipment ID XXXX
the shipment tracking number is XXXX
The item originally ordered was:
SKU XXXX
ASIN XXXX
Order ID XXXX
I will provide images of the returned product and LPN sticker plus a picture of the return shipping label.
The pictures will show the returned item does not match the listing.
Seller_ZRl2jImJfnYfJ
Yes, Amazon will reimburse you for these types of issues. You need photos of the box, the LPN sticker, and the product you received. You need to go to Help, FBA Returns Reimbursement.
Resolve issues related to FBA returns, refunds, and reimbursements. Follow the steps required.
I hope this helps! -Johnny
KJ_Amazon
Hello @Seller_yM9P1lKV84sN8
@Seller_f4a7xAPCCSMqD and @Seller_ZRl2jImJfnYfJ already provided you with information about FBA return issues.
You can also review the below page for further information.
Seller_R7tAsuTnzmoRp
this wont change at all until it starts happening in masses and Amazon realizes its costing them more money than it should. In my opinion they need to train the stores that receive the returned items to verify the items are indeed the actual items before accepting them as that will solve the problem.
Seller_DqppHvQH7S4v8
We also had this issue. Customer ordered Eddie The Dog Holder 1966 Date book, last one on site for $19.98, a rather nice price for such a rare book. Customer upon getting book opened a return request saying item didn't work, how a book doesn't work I am not sure. Customer then kept the book for a full 30 days & sent it back on the 30th day, having book arrive a week after return time.
Only book we sent her, she didn't return, instead she returned a moldy different copy of the book. She got a full refund from A. including shipping both ways. I opened a safety claim sent photos, sent label, sent all kinds of photos and information, they denied it, even after speaking with A. and them telling me to appeal the decision, safety claim denied it rather rudely and stated they didn't have to answer any more emails or questions about it. Customer got a book for free and I got her moldy replacement, less the money for it too.
I just don't understand this refund at first scan deal as sellers should be allowed to get the item and inspect it before refund is given because too much scamming is going on. What store lets you get a refund without seeing the item first any way?
Seller_7kGAn0fnCwtb2
I've had the same exact scenario; unfortunately Amazon doesn't seem to want to own up to the true issue. Generally if you supply the details and photo's; they should reimburse however it's not guaranteed.
KJ_Amazon
I just don't understand this refund at first scan deal as sellers should be allowed to get the item and inspect it before refund is given because too much scamming is going on. What store lets you get a refund without seeing the item first any way?
Hello @Seller_DqppHvQH7S4v8 If you receive a materially different item back on an FBM refund or one in unsellable condition, it may be eligible for a SAFE-T Claim. Details and best practices for claims can be found in the below thread.
How to file a SAFE-T claim: steps and best practices
If you share a Case ID for the claim you describe, I can take a look and check if there are any next steps or a path to appeal.
KJ_Amazon
