Help! FBA Returns and Refunds to customer who damaged the inventory
NEW SELLER HERE; A customer bought over 30 units which were delivered in different shipments. A week or two later, a customer files for a return with a reason "Item was not received by estimated delivery date" OR "Found better price elsewhere"! Amazon refunded the customer almost right away, which is fair enough but all of my inventory has been updated as "Customer Damaged" and therefore "Unfulfillable"
So essentially, I get $0 from sales and all the inventory is damaged so I can't resell it! Is this normal because i find this to be completely unfair to sellers as buyers can damage the inventory and walk away with no problem? I am still in shock!!! How do I survive from this? How do other sellers make a profit if this is how returns are handled by Amazon?
Help! FBA Returns and Refunds to customer who damaged the inventory
NEW SELLER HERE; A customer bought over 30 units which were delivered in different shipments. A week or two later, a customer files for a return with a reason "Item was not received by estimated delivery date" OR "Found better price elsewhere"! Amazon refunded the customer almost right away, which is fair enough but all of my inventory has been updated as "Customer Damaged" and therefore "Unfulfillable"
So essentially, I get $0 from sales and all the inventory is damaged so I can't resell it! Is this normal because i find this to be completely unfair to sellers as buyers can damage the inventory and walk away with no problem? I am still in shock!!! How do I survive from this? How do other sellers make a profit if this is how returns are handled by Amazon?
5 replies
Dominic_Amazon
Hi @Seller_fDB7QRIhegTAo,
Dominic from Amazon here, happy to help. If an item you send to us as part of the Fulfillment by Amazon (FBA) service is lost or damaged at a facility or by a carrier operated by Amazon or on behalf of Amazon, we will replace that item with a new item of the same FNSKU or we will reimburse you for it.
For an item to be eligible under this policy, all of the following must be true:
- The item is registered in FBA at the time it is lost or damaged.
- The item complies with FBA product restrictions and with FBA inventory requirements.
- You have sent us the exact items and quantities stated in your shipping plan.
- The shipment for the item is not in canceled or deleted status.
- The item is not pending disposal or was not disposed of at your request or because we have exercised a right to do so.
- The item is not defective and was not damaged by a customer.
- When a lost or damaged item claim is filed, under review, and during any appeals, the seller’s account must be in normal status.
If your item is eligible under this policy and we haven't already reimbursed you, you can file a reimbursement claim. The process to a file a claim varies depending on where the fulfillment process your item is lost or damaged.
Please let me know if you have any questions!
Best,
Dominic
