Refund on a product with lots of missing parts.
Hello,
I got a refund request on a LEGO set. When the product arrived it had lots of missing parts. I approved a refund with a %20 but just realised that Amazon made a full refund to customer.
What can I do about it. I created a ticket they told me to open a T claim but I can't do it.
Here is the error message:
This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement.
This is really not cool I lost a 250$ item I did every thing Amazon help asked but doesn't go anywhere.
Refund on a product with lots of missing parts.
Hello,
I got a refund request on a LEGO set. When the product arrived it had lots of missing parts. I approved a refund with a %20 but just realised that Amazon made a full refund to customer.
What can I do about it. I created a ticket they told me to open a T claim but I can't do it.
Here is the error message:
This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement.
This is really not cool I lost a 250$ item I did every thing Amazon help asked but doesn't go anywhere.
22 replies
Seller_OvL8C4BJWiuS9
If Amazon refunded the buyer, then you should be able to file a safe-t claim. So, who issued the refund?
Seller_f4a7xAPCCSMqD
Was the refund issued because the customer filed an A-Z claim or are you using CSBA?
Seller_qKazf8TmYbJNO
You would need to provide much more information for amazon or anyone to help you.
When you say you got a refund request do you mean a return request or did the customer say it was missing parts and just wanted a partial refund?
Is this an FBM item?
Did you approve the return in time?
when you say you approved a 20% refund do you mean you were going to refund $200 anyway but amazon already refunded $250
Was an a-z opened by the customer?
what was the reason selected for the return?
did you wait longer then 48 hours to attempt to issue the refund from the time it shows delivered back to you?
Ultimately i find amazon very fair when making decisions on most claims but usually if you do file a safety claim and they decide to reimburse you it is for a very small portion of the original cost and not worth the hassle of doing it. Many times you need to provide photos of the item, the returned box, labels. original purchase invoice, and on a $250 item you may get back $40-$65
Seller_WYyWU1p063eds
I agree the returns are out of control and with shipping costs going up
I might not offer free shipping any longer. I is a great honor to sell on amazon but is hard to make a profit sometimes.
Seller_R2dP7Hunjcdj0
You absolutely got ripped-off, and at this point you can only take it as a learning lesson for the future.
But you also made a couple of mistakes yourself that made the situation worse.
Amazon changed it's policy awhile back and Safe-T Claims are no longer eligible IF the order has had ANY Refund (even $.01) OR an A-Z Claim was filed against it.
If you are saying you issued the Buyer a Refund equal to 20% ON TOP of the Full Refund Amazon had already issued, then that is a lesson to carefully check your "Payments" report under "Refunds" to see what has already been Refunded BEFORE you act.
Had you seen that Amazon had already issued a Full Refund at RFS, you would have then been able to file a Safe-T Claim for the transaction.
That being said, MY experience with the Amazon issued Refunds using the Safe-T Claim system result in my recovering less than the postage I paid to originally ship the (now un-sellable) item, let alone the Return postage or the devalued product itself. I would not lose too much sleep over your missed Safe-T Claim opportunity, as I am fairly certain you would be equally disappointed with the outcome of your Claim.
A few questions:
1) Are you saying that Amazon did a Refund at First Scan for a Return valued at $250.00? If so, this is WAY out of character for Amazon RFS, which in my experience only occurs for items valued at Less than $100.00, and sometimes even Less than that. It is shocking that Amazon would RFS such a large dollar amount.
2) Why only 20% in this situation? If the product was New-In-Box and Factory Sealed when shipped (ALWAYS take photos at the time of processing to prove condition when shipped), and the Return was received back with the Factory Seal Broken BUT ALL parts were Returned, then maybe a 20% Fee might be alright, but I would have gone for 50% if the product was Returned OPENED. If the product had been Returned with MISSING PARTS, it can no longer even be Sold on Amazon anymore, and so I would have issued a ZERO dollar Refund along with the accompanying required photos.
So, your takeaway should be this: Check your Payments tab regularly to see what Amazon has debited you, and be aware that you can withhold up to 100% on a Return IF the item was "Returned in Materially Different Condition" than when it was shipped. For this reason, ALWAYS photograph all orders at the time of processing to document original condition.
Good Luck in the Future!
Seller_JCqbXUeHNoJiE
Not to be ugly or anything, you must realize one thing.
Your flaw is thinking your can sell $250 items on Amazon and not get scammed. This happens more times a day than Amazon would ever reveal. This is the reason they do not reimburse sellers, they would go broke even faster than they are now. Amazon passes all losses onto sellers when they can. This is one of those cases. If you are pricing the items fairly or if they are special in some way I'd open my own store and promote the item on search engines.
GL
Seller_FSJQSK8dDFpH2
Happens ALL. THE. TIME. People by a set, take what they need out of it to replace what they are missing and return the rest. This and fraudulent "warranty" exchanges where someone orders something they have had for years and sends back their old one.
Seller_jy6p88wzqrxxO
I'm a new seller on Amazon and noticed the profit margins are extremely low after shipping. I honestly don't know how you guys profit anything, especially if someone returns the item. You can make little to no money on this site. The return policy is horrendous for sellers. I hope they make some changes in the near future or they might see a bunch of sellers leave to another platform.
Seller_24FzucbyGtgZS
If sent via the Post Office you can file a mail fraud complaint with the Postal Inspectors. You can also contact the scammer's local police department and file a theft complaint.
You are the victim of a crime that Amazon facilitates, encourages (not directly but through their draconian refund policy) and is an accomplice to.
Seller_5xUDjRTyrAgVB
We had the exact same issue. Amazon gave us the run around. We took the loss as usual
