Amazon is selling damaged/wrongitems
Looking for advice on what to do here. It seems like Amazon doesn't do a great job with quality control on returns. I had a customer reach out to me saying they received my item which is normally a pack of five, and it was only a 3 pack and 2 of the items were bent and damaged. I QC everything at home and nothing is damaged when I ship it. All of my items are packed super well.
I know the customer can get a replacement for free but how do I get reimbursed for Amazon accepting the wrong item and shipping out a damaged product to a customer?
Amazon is selling damaged/wrongitems
Looking for advice on what to do here. It seems like Amazon doesn't do a great job with quality control on returns. I had a customer reach out to me saying they received my item which is normally a pack of five, and it was only a 3 pack and 2 of the items were bent and damaged. I QC everything at home and nothing is damaged when I ship it. All of my items are packed super well.
I know the customer can get a replacement for free but how do I get reimbursed for Amazon accepting the wrong item and shipping out a damaged product to a customer?
19 replies
Seller_iobipI6xASRkh
I really don't want to say the bad news here but from what I have seen, you can't. You still pay the return fee. Just make sure the item gets back to you and not put back in circulation so you don't end up with it happening again and again. You can also do a bin check request when it is returned to Amazon warehousing and reference this order ID. Your goal is to get it out of circulation.
If you do not let it go to Amazon FBA first for returns, you lose the right to file reimbursement claims for stolen items so I definitely would not recommend doing that one.
Seller_oEw5wUNHgJxxP
Yes for what you are experancing you must do this. You want every return to Amazon FBA returned to you so you can inspect it.
"Billy" in the warehouse does not have the ability to know that your returned items are good or bad.
I got this Amazon link on the Sellers Ask Sellers forum.
https://sellercentral.amazon.com/help/hub/reference/200678710
Could not find it here searching in the help or NSFE (existing forum) Go down the page to "Remove unsellable inventory automatically. " Study and implement that. Some people select "destroy" it never gets destroyed, it will end up returning to the world on a skid that Amazon will sell for disposal. I would recommend you avoid that.
The other thing we do is make our packaging frangible or with a seal that shows it should not be restocked in FBA if opened. This has worked well for us for over 10 years.
Forget the bin check, AZ can not figure it out on return, having them look again in my opinion would do no good. Just get the items returned to you.
On return we refurbish our items, pull out good components if possible, recycle what is left. And then we move on.
It is the only way to keep the customer from getting some crap another customer sent back to Amazon.
Seller_uegrw9t4BikOA
Amazon needs to be fielding the customer service. You need to refer the customer to Amazon customer service. The buyer could also be lying. A safe-t claim is typically what you have to file. The best answer is the stop using Amazon for fulfillment.
Seller_1oT4ZOwrSByEE
the answer is you dont get reimbursed
i ordered 3 packs of tuna fish from amazon and i got 2
happens every single time
do your own shipping, FBA is 3x the price of FBM and it will have 40% higher returns, it just isnt worth it.
Seller_iobipI6xASRkh
@Seller_oEw5wUNHgJxxP Great suggestion
Seller_uJo8XNzWYLBfo
I am so sorry. I can not tell you how many times an Amazon employee has changed the FNSKU on our product and sold them incorrectly.
Christine_Amazon
Hello @Seller_XbpZ9KI6Xc8yr
Christine here from Amazon Forums.
Thank you all for your participation in this post.
Whenever a customer send back an item, we evaluate the condition of each returned item. If we determine that the item is sellable, we return it to your inventory.
If we determine that it is unsellable (defective or damaged, for example), we assess who caused the damage.
Then we decide if you are eligible for a reimbursement.
You can check all this information in the link below:
If you have more questions, you can always reach out to our Seller Support team.
Hope you all have a great day.
Christine.
Christine_Amazon
Thank you for your reply @Seller_XbpZ9KI6Xc8yr
As mentioned before, you can file a claim in order for the right team to investigate and see if the item applies for a refund.
I do recommend you to follow up the instruction here.
Have a great day!
Christine.
