This page explains the FBA and Seller Flex Refunds and Reimbursements policy for Non-returnable products and provide clarifications for your better understanding. Kindly read below for more details.
Upon receiving a customer complaint regarding a defect (damaged/defective/different item) on a non-returnable item sold on Amazon.in, Amazon may proceed to refund the customer to ensure customer satisfaction with the marketplace as per Amazon’s seller refund policies. We reserve the right to charge sellers the refund amount if the defect is attributable to sellers. We will inform sellers when they are charged such refund amount. Sellers will not be reimbursed for such refunds and reimbursement may be clawed-back if already paid.
Seller controllable returns refer to products that were returned by the customers or refunds were issued to customers owing to product related issues controllable by/attributable to seller; for example, customer receiving a defective/damaged product, customer faced size and fitting issues, quality of the product is not as per customer’s expectation, inaccurate and incomplete information is provided on the product detail page.
Please read more about seller-controllable returns here on seller central policy page.
The SCRR of non-returnables can be calculated for a non-returnable product and for a category of non-returnable products using the below formulas:
SCCR of a non-returnable product = Number of SCRR refunded orders of the product /Total Number of shipped orders of the product
SCRR of a category of non-returnable products = Number of SCRR refunded orders in a category / Total Number of shipped orders in the category
Kindly note that for calculating SCRR of a category of non-returnable products, we will consider the orders and refunds of only the non-returnable products in the category.
We will calculate SCRR of a category over a month’s duration. We will consider Orders shipped between 16th of a month and 15th of the next month and SCRR refunds paid out against these orders up to the end of the next month.
For example, we will consider orders shipped between August 16, 2020 and September 15, 2020 and SCRR refunds against these orders paid out between August 16, 2020 and September 30, 2020.
The SCRR of a product may be calculated over 7 days, 15 days and monthly duration. Usually, we will also mention the period of calculation when we refer to a seller’s SCRR.
The SCRR of each product for last 30 days period can be regularly tracked on ‘Voice of Customer’ (VOC) dashboard click here.
The SCRR of a category of non-returnable products for each monthly duration will be updated on the Custom Business Report section on your account in seller central within 7 days of maturity. For example, the SCRR refunds data for orders ship date August 16, 2020 - September 15, 2020 and refunded up to September 30, 2020 will be updated by October 1, 2020 - October 7, 2020.
We will also provide the details of the orders for which seller-controllable refunds were issued to customers. For all these orders, we reserve the right to charge you for any refund that were issued to buyers. When such a charge is made, we will notify you. To enable better performance metrics, kindly follow customer-friendly selling practices such as high quality packaging, dunnage and other remedial actions to avoid these issues.
Your account may be charged if a customer refund is issued for a defect that could have been avoided at your end, and is not attributable to Amazon, but is attributable to you. Based on your selling history, customer feedback, information about gaps, if any, at our end and other data available, a defect may be identified as one that is attributable or controllable by seller.
We will evaluate your SCRR on monthly basis as detailed above and provide you with a report of your selling performance specifically with respect to product defects that may have been avoided by you.
When we charge you the refund amount in the event of a customer return because of a seller controllable defect, we will inform you about such charges over email. Additionally, we will also upload on the Custom Business Report section on Seller central about the details of the orders details where such SCRR refunds have been charged to you.
No, you will not be eligible for reimbursements for SCRR customer refunds. Safe-T claims and reimbursement claims will ordinarily be declined for such refunds. We will clawback the reimbursements in case already granted for such refunds. As mentioned above we request you to kindly follow customer-friendly selling practices such as high quality packaging, dunnage and good quality products to avoid such issues. If there is any reimbursement that is already issued for such refunds, then we will claw-back such reimbursements.
Sellers can raise an appeal by ‘Contact Us’ on Seller Central to showcase that they follow customer-friendly selling practices such as high quality packaging, dunnage and good quality products to avoid such issues. It will be a seller’s responsibility to prove that product quality issues are not attributable to them. Amazon’s review of the charges will be in accordance with its policies.
In case of further queries kindly reach out to us by clicking Contact us on Seller Central.