Amazon FBA Customer Damaged Returns Policy alows for customer abuse
Amazon FBA (Fulfillment by Amazon) policies should provide a balance between protecting both sellers and customers but as a seller, that is not the case. As a seller I believe that the FBA Customer Damaged Returns Policy is being abused, and it doesn't seem as if Amazon cares because of course, it is not negatively affecting their bottomline.
My company have been the victim of such abused. Customer returned my product for amazon preselect reasons in order to avoid paying for return, yet products that were shipped to customers in excellent conditions are returned damaged, without original packaging and Amazon just listed them unsellable and we have to settle for the lost. That is unacceptable. Not matter what Amazon says, they are just as culpable as the customer who returned our products damaged because Amazon are so customer focused that they fail to hold customers accountable.
Below are some of the reasons I believe Amazon allows its FBA customers to abuse their return policy
Lack of Stringent Verification: Amazon may not thoroughly verify the condition of returned items, potentially allowing customers to falsely claim that items were damaged. This perception can lead to customers exploiting the policy to return items that are not actually damaged.
No Restocking Fees: Amazon FBA's policy typically doesn't charge customers restocking fees for returning damaged items, which may encourage customers to make unwarranted claims of damage as they don't incur any financial penalty for doing so.
Customer-Centric Approach: Amazon is known for its customer-centric approach, and this emphasis on customer satisfaction has lead to more liberal returns policies, potentially making it easier for customers to return items, even if they are not genuinely damaged.
Limited Seller Control: Sellers often have limited control over the returns process, as Amazon handles customer service and return requests on their behalf. This has made it difficult for sellers to contest or investigate whether a return is legitimate or not.
Impact on Seller Metrics: Frequent returns due to customer claims of damage can negatively affect a seller's metrics, potentially resulting in lower visibility and trust on the platform. Sellers may feel pressured to accept returns to maintain their reputation, even when they suspect abuse.
Amazon needs to continually refines its policies and procedures with not only customer concerns in mind but also its sellers' concerns also.
Measures ought to be in placed to hold customers accountable and to reduce fraudulent returns. Amazon's Seller Support ought to be more proactive to its sellers and not merely regurgitate talking points in the hope of dismissing sellers' concerns but the hope ought to be coming up with real solutions.
If and FBA customer received a packaged in perfect condition, they must be held accountable for retiring it damaged, without original packaging and should not be left at a lost to the seller. I have ABSOLUTELY NO DOUBT that if it were affecting Amazon's bottomline, customers would be held accountable.
1 reply
Seller_iobipI6xASRkh
According to Amazon at the 2023 Accelerate, FBA sellers should be able to open a claim on receiving damaged items back.
However, they never said how and when I try to open a case it goes nowhere. So I have no idea how to do this because someone using an item, breaking it, and then exchanging it for another one, is just poor business. No one just gives away free things for customers to use and return. Halloween is notorious for used costume returns. Yet we can't charge a restocking fee or have any sort of protection if we use FBA.
It seems FBM isn't much better. I saw an entire exhaust system returned with the old one inside and the customer got an entire refund (and a brand new $1200 exhaust system) as well as a free garbage service. All claims were denied so they filed a police report.
I agree there needs to be a better process to hold customers accountable to damage - as it is I have to use 3 reports to put together who is buying and returning what and track abusive sellers. Not like I can block them, but I can watch what they are doing and have emailed them asking if there was an issue with their orders and anything we can help them with. That usually stops them from doing it again. Like yeah, that's right, I am watching what you are doing here...
