Customer return after 6 months (FBA)
Amazon returned and charged me for an item that a customer had purchased on March 4th. This was an FBA order. Its now 6 months after the item was purchased. I reached out to Amazon support and the guy's telling me i'm not eligible for an investigation and that I have to wait 60 days "as per policy".
Here's his note to me:
"**Reimbursement-pending Units:** 1
The order ID (redacted) is not yet eligible for investigation. Allow at least 60 days from the customer return request date for the item to be returned to your inventory or reimbursed if eligible based on the reimbursement policy.
To learn more about when you can expect a reimbursement for a refund on an FBA order, please refer to the relevant section on the FBA inventory reimbursement policy: Customer return claims page in Seller Central: https://sellercentral.amazon.com/help/hub/reference/G200379860"
The above isn't even a valid consideration given the item should not have been refunded in the first place. Why should i wait 60 days for a reimbursement that may or not happen....
How is Amazon even allowing returns after 6 months? I wasn't aware that sellers on Amazon were providing free rental goods to customers.
Customer return after 6 months (FBA)
Amazon returned and charged me for an item that a customer had purchased on March 4th. This was an FBA order. Its now 6 months after the item was purchased. I reached out to Amazon support and the guy's telling me i'm not eligible for an investigation and that I have to wait 60 days "as per policy".
Here's his note to me:
"**Reimbursement-pending Units:** 1
The order ID (redacted) is not yet eligible for investigation. Allow at least 60 days from the customer return request date for the item to be returned to your inventory or reimbursed if eligible based on the reimbursement policy.
To learn more about when you can expect a reimbursement for a refund on an FBA order, please refer to the relevant section on the FBA inventory reimbursement policy: Customer return claims page in Seller Central: https://sellercentral.amazon.com/help/hub/reference/G200379860"
The above isn't even a valid consideration given the item should not have been refunded in the first place. Why should i wait 60 days for a reimbursement that may or not happen....
How is Amazon even allowing returns after 6 months? I wasn't aware that sellers on Amazon were providing free rental goods to customers.
4 respuestas
Seller_hzmGNgf1HNWvV
@Dominic_Amazon, @Tatiana_Amazon@Danika_Amazon@TaylorR_Amazon. Can someone pls opine on this?
Tatiana_Amazon
Hi @Seller_hzmGNgf1HNWvV,
Thanks for the tag! I understand your frustration with the policy and the response from seller support so I wanted to try and provide a more robust explanation for you.
Amazon will accept FBA returns past the 30 day window on a case-by-case basis. This is so we can ensure customers are having a good experience and to help us build trust with them.
Now, I can understand why the 60 day wait period might be throwing you off. It does seems odd to request and additional two month wait time in order to request reimbursement. However, there are two reasons why this window is required:
- It allows for the shipping time it takes for the return to be delivered to the FC -- especially in any cases where the carrier might be delayed in delivering.
- Once the return is received, the FBA FC teams will need time to inspect the item and decide if it is in original, unused condition, or if it is damaged/defective and unsellable.
Those are the two reasons why we require a 60 day wait time before a reimbursement claim can be filed. If the buyer ends up not shipping the return in within 60 days, you will be eligible for reimbursement. If the item is returned damaged and it's in a materially different state than when you shipped it, you may also be eligible for reimbursement.
I know I just threw quite a bit of info at you so please let me know if you have questions. You can also review the FBA inventory reimbursement policy for Customer return claims for more information.
Tatiana
