Just venting on this entire auto - refund nonsense
I realize this Auto refund business has been discussed before, but it's never really affected me until this last year. I sell albums, and the higher end type not the yard sale stuff, and the first time I had an auto refund on a return, the refund was processed when the album was out for delivery back to me. Luckily the album was in the same condition, so no real issues.
I then had an album returned, which I thought was very fishy to start with because the return request was time stamped an hour before the album was even delivered to the customer, which I know scanning can be a bit arbitrary and it might have thrown it off, but even the reason for the return versus the instant request seemed off.
However, when I did receive that album back and opened it it was obviously not the same copy that they were sent. It was beat up scratched up and had inserts missing. The buyer had obviously swapped it out for a crappy copy that he already had. In that case, Amazon did not Auto refund so I went in and processed the refund myself charging 100% restocking fee, uploaded photos, the explanation, and so forth. And of course the buyer opened in A to Z claim.
Luckily in that instance, I won my claim. However, Amazon went ahead and refunded the buyer.
Now I've had another return request, and just got notified that the refund was initiated by Amazon when the package that is coming back to me is still two states away.
This entire process seems very arbitrary, and only encourages the sketchy buyers. As a matter of fact the reason for return on the one that is two states away was "I found it locally for a fourth of the price".
I'm really anxious to see what's inside the return package when I open it, and if it's another Switcheroo attempt.
Again, just me venting, and I will say I know there's people on here that depend on Amazon's sales for part of their income. Luckily I'm not one of those people, I do it for the collecting and for the fun. But over the years Amazon has sucked out 100% of the fun in doing any of this.
Just venting on this entire auto - refund nonsense
I realize this Auto refund business has been discussed before, but it's never really affected me until this last year. I sell albums, and the higher end type not the yard sale stuff, and the first time I had an auto refund on a return, the refund was processed when the album was out for delivery back to me. Luckily the album was in the same condition, so no real issues.
I then had an album returned, which I thought was very fishy to start with because the return request was time stamped an hour before the album was even delivered to the customer, which I know scanning can be a bit arbitrary and it might have thrown it off, but even the reason for the return versus the instant request seemed off.
However, when I did receive that album back and opened it it was obviously not the same copy that they were sent. It was beat up scratched up and had inserts missing. The buyer had obviously swapped it out for a crappy copy that he already had. In that case, Amazon did not Auto refund so I went in and processed the refund myself charging 100% restocking fee, uploaded photos, the explanation, and so forth. And of course the buyer opened in A to Z claim.
Luckily in that instance, I won my claim. However, Amazon went ahead and refunded the buyer.
Now I've had another return request, and just got notified that the refund was initiated by Amazon when the package that is coming back to me is still two states away.
This entire process seems very arbitrary, and only encourages the sketchy buyers. As a matter of fact the reason for return on the one that is two states away was "I found it locally for a fourth of the price".
I'm really anxious to see what's inside the return package when I open it, and if it's another Switcheroo attempt.
Again, just me venting, and I will say I know there's people on here that depend on Amazon's sales for part of their income. Luckily I'm not one of those people, I do it for the collecting and for the fun. But over the years Amazon has sucked out 100% of the fun in doing any of this.
30 replies
Seller_z1JDNz6de1lqc
Amazon is set up and reward mail fraud it is that simple. We got PRIME day wonder when the unofficial Wheres My Stuff Day is oh wait it is every other day and twice a day during the holidays I forgot.
Seller_R2dP7Hunjcdj0
I JUST had a similar experience involving Amazon NEW procedures of Automating the Buyer Return process.
It goes like this:
Buyer purchased and received action figure. Four days later they initiate a Return claiming the Box OK but the product Damaged (Broken Arm). This particular product is packaged in 3-way window-box packaging, so IF it had actually arrived with a broken arm, you would NOT need to open the package to see it.
Instead of requesting a Refund, the Buyer requested a REPLACEMENT.
What I received back from the Buyer confirmed my suspicions. The Factory Seal had been broken, the figure removed, all of the accessories had been popped-out of their packaging, BOTH arms of the figure had been broken-off, the figure had been stuffed upside-down into the box, and the whole mess was shipped back in a different larger shipping box, rattling all the way back to me. This was, and in NO WAY could be "Shipping Damage" caused in-transit, this was Buyer Abuse. They bought it, played with it, and broke it. And then Amazon let them Return it for a new one, all at OUR expense!
As far as posted Amazon policy is concerned, this was as CLEAR a case of "Buyer Returning product in Materially Different Condition as when originally shipped" as a Seller could experience.
Normally, when this occurs, the Seller can either withhold Restocking Fees on the Refund, OR, if Refunded at First Scan, the Seller could file a Safe-T Claim for the order to receive at least PARTIAL compensation for the Loss.
HOWEVER...
The Team that created the software that governs the Replacement Order system FORGOT to interface with the team responsible for the software that controls the SAFE-T CLAIM procedure!
So NOW, the Seller is UNABLE to file a Safe-T Claim on an Order that was Refunded as a REPLACEMENT. The Amazon system does NOT recognize a Replacement Order as "Debiting" the Seller, and so the Returned Order is NEVER eligible for a Safe-T Claim.
The ONLY way a Seller can avoid being harmed by this Amazon software program incompatibility is for the Seller to do the following:
1) Cancel the Replacement Order. This WILL create a Negative Impact on the Seller Metrics.
2) Issue a Partial Refund of the original Returned product based on Amazon policy. This MAY create an A-Z Claim filed against the Seller and it MAY create Negative Feedback against the Seller.
Or, conversely, Amazon could simply FIX THE PROBLEM!
Amazon, PLEASE adjust your software to recognize that a "Replacement Order" IS a Debit to the Seller AS MUCH AS AN AMAZON-GENERATED REFUND IS.
PLEASE MAKE SAFE-T CLAIM FILING AVAILABLE FOR ORDERS RETURNED FOR REPLACEMENT.
Seller_5tHvyB7e5ELWT
I also hate the auto refund policy Amazon has started. They refund the buyer long before I even have the item (book) back. I like to be in control, so this really bothers me. But I supplement my Social Security with this income so I need to keep doing it as long as I can.
Seller_vLQbq0XREXnM8
I'm going through something similar. It's really quite annoying. I shipped a vinyl album to someone about a month ago and I just got an email from Amazon saying they automatically refunded the buyer due to reason "order not received" but what I don't understand is how Amazon can tell you if you purchase the shipping label through them you're protected as the seller and then they automatically refund the buyer even though the tracking clearly shows the item was delivered weeks ago. Why do I have to jump through hoops as the seller when I did everything properly? It's all a game.
Seller_0OtfYJih7sSk1
Does Amazon respect its own policies? The situation is even worse for FBA where Amazon clearly marks the item as 'Customer damaged' but the seller incurs fulfillment fees, return fees, removal fees, and lost inventory (depends on the cost of the item). On the other hand, any buyer in the US can enjoy free rentals for 30-60 days.
Seller_3f5HRuLsKFxRK
I have cases of customers who bought two different items, opened a return request for the more expensive one, and returned the cheapest one. Of course, Amazon reimburses the customer immediately.
In other cases, customers receive the items, use and abuse them for almost a month, and return them completely worn and soiled. The worst part, even when there is a dispute and we win, the customer can still leave a bad/false review without any consequences.
Yes, the system is rigged and I truly believe Amazon should allow sellers to rate customers. This way we could alert sellers about the schemers. It would be collaborative work and way more trustworthy than the system we have today which favors dishonest behavior.
Seller_3xZhfSUQsfek8
Very sorry to hear about your experience. I see it is shared with many. This process was not thought out very well by Amazon and if they wanted improvement, they should have improved the return process and asked their carriers to move packages quicker. I often see customer immediately request a return, take their time to return it and then delivery takes 10 days. This is not our fault and shouldn't be penalized by crediting customer first scan of package delivery. Our SAFE-T CLAIM have increased at least 1000% only creating more work for Amazon and sellers.
Seller_K8M6KC6cUP3xY
I had a buyer buy a textbook at peak season for texts (they are in SC) and they put in a return saying the book was damaged. So the buyer got a full refund and I have to pay for the return label.
Book arrives back and is a different copy! Mine was close to new with an used access code.
Look up the address and the resident has a textbook-selling business.
Of course, looking at my account, this is the 3rd time that they did this to me in 2023.
On a few other orders, they didn't return the book. But the loss on the returns cancels out profits.
