What should I do if the system automatically refunds a customer for an order shipped by the seller?
My customer submitted a return request due to an issue that he felt the logistics would take too long to wait, and before communicating with him, he received the package (we ship very fast, about less than 10 days), and I communicated with the customer several times, and he said that he would contact the customer to support the cancellation of that return request, and that with the customer agreeing to keep the order without a return, we chose to complete the return request, and chose that the return request had been canceled.
However, the next day, the system automatically refunded the full amount to the customer. The customer received the package and did not return it, I lost another amount, what should I do now?
What should I do if the system automatically refunds a customer for an order shipped by the seller?
My customer submitted a return request due to an issue that he felt the logistics would take too long to wait, and before communicating with him, he received the package (we ship very fast, about less than 10 days), and I communicated with the customer several times, and he said that he would contact the customer to support the cancellation of that return request, and that with the customer agreeing to keep the order without a return, we chose to complete the return request, and chose that the return request had been canceled.
However, the next day, the system automatically refunded the full amount to the customer. The customer received the package and did not return it, I lost another amount, what should I do now?
6 replies
Seller_CW0P5hgbsiqWX
SELLING FBA: These sellers have paid Amazon to handle the return any way Amazon want to, at the buyer's expense.
SELLING FBM: These sellers have a recourse to seek a reimbursement.
You are seeing Amazon's RFS (Refund at First Scan) program at work. Amazon simply gives the buyer a return label to place on the parcel and refunds the buyer, All At Your Expense.
Now a whole new world has been opened up with way too many factors to address in this response. The major ones are the following.
1. Every buyer return has different factors involved ranging from the return reason selected, to the condition of the returned product, to the allowable fees which can be deducted. Therefore, you as a seller must learn the ins and outs of everything concerning a buyer return. (Not Easy)
2. Even though the buyer was refunded in full, you can still file a Safe-T Claim to seek a reimbursement. (without learning all of Amazon's return policies, it is not easy)
3. Did the buyer select the proper return reason? Different return reasons have different deductible fees. (you have to learn each)
4. Lastly, being a new seller you have to be aware of unsavory buyers who know how to take advantage of the Amazon RFS System to obtain free products and full refunds, not at Amazon's expense, but yours, the seller.
Selling on Amazon is no different than operating a retail business. The more you know, the more you will succeed. Keep asking questions and you will grow every day.
Seller_f4a7xAPCCSMqD
I would check the tracking on the return shipping label that was generated for the return. If it shows the carrier picking it up, then the refund was issued because of it being a Refund at First Scan return.
