Better Returns Process - Let down by Amazon
I don’t have many product returns. Although When there’s a problem I will refund or replace as any good business should. However;
An A-Z case was filed against me for an item that arrived damaged. In order for me to query this and seek compensation from the courier I need evidence. After many polite requests for photos of the damaged item and packaging, the buy did not respond. I just needed some photos so that I could refund the buyer or replace the item promptly.
Several days later amazon rule in favour of the buyer for their claim without any proof and I am left out of pocket. Obviously we all think rulings that aren’t in out favour are unfair, but I expected this and was more than happy to refund the buyer.
What I would like to see Amazon do is request proof of damage from every buyer when making an A-Z complaint. Then sellers can recoup loses from couriers for not having delivered items safely- that’s why we pay extra for shipping insurance. Virtually everyone who orders online these days has access to a digital camera and can do this easily.
Why does Amazon not implement this change? They require sellers to provide proof of shipping with tracking details, yet all buyers are free to potentially lie to win 100% of A-Z cases to get a refund with no questions asked.
Better Returns Process - Let down by Amazon
I don’t have many product returns. Although When there’s a problem I will refund or replace as any good business should. However;
An A-Z case was filed against me for an item that arrived damaged. In order for me to query this and seek compensation from the courier I need evidence. After many polite requests for photos of the damaged item and packaging, the buy did not respond. I just needed some photos so that I could refund the buyer or replace the item promptly.
Several days later amazon rule in favour of the buyer for their claim without any proof and I am left out of pocket. Obviously we all think rulings that aren’t in out favour are unfair, but I expected this and was more than happy to refund the buyer.
What I would like to see Amazon do is request proof of damage from every buyer when making an A-Z complaint. Then sellers can recoup loses from couriers for not having delivered items safely- that’s why we pay extra for shipping insurance. Virtually everyone who orders online these days has access to a digital camera and can do this easily.
Why does Amazon not implement this change? They require sellers to provide proof of shipping with tracking details, yet all buyers are free to potentially lie to win 100% of A-Z cases to get a refund with no questions asked.
0 respuestas
Seller_T5Mv3ZCUSh7Zl
If you need evidence for renumeration, then the appropriate means is to request a return, and providing a prepaid label.
Seller_DLpqRQzf4aoxi
This was handled about as poorly as you could have done. In the future, you simply advise the customer to return the goods for a full refund, including either a return shipping credit, or with a pre-paid return label. You then take up the issue with the carrier on your own time.
Amazon does not like it when sellers try to give customers a “job to do”. Their only job is to pay. Everything else is on us or Amazon.
Always offer a no-cost return. We almost never offer a pre-paid return label. Just respond to the initial return request by offering a no-cost return. Having this in the message thread will protect you from most AtoZ claims. Amazon will typically hold customers to their own return policies. As long as you are making it as easy on the customer as possible, they will close the AtoZ without judgment against you, providing you follow through with the full refund.
Also, never deduct restocking fees from a return with an open AtoZ.
Seller_spBEmM4GC9jW1
Ah, another seller who decided to go rogue, and do their own thing and got burned by the system they chose not to follow.
Seller_2IJsVaTtMqWnq
Just authorize without asking questions if you still want to sell on Amazon
You are even lucky the customer is returning an item.There are times customer claims item is not received even with tracking,you still have to refund them.Amazon does not care about sellers,they only care about buyers
Seller_7hcJuZGkfXd9m
Just for the record, customer service has always been top priority for me and out of 1000s of reviews across multiple selling platforms I have a 99.9% positive rating. The incorrect assumptions of my lack of service, impoliteness, poor communication, being demanding towards the customer or difficult in and attempt to get my own way was not at all the case here, nor the issue.
In this instance I was totally cool to give the customer a refund without wanting the product returned and willing to give the benefit of the doubt about damages.
Given the nature of the item /order, a request for photo damage evidence doesn’t seem like such a big ask to award an instant refund (this was explained to the customer) when the alternative “approved” way of dealing with this is forcing the customer to repack items, print labels, take a trip to the local post office and then wait weeks for the return and refund to be processed.
This method of dealing with quick refunds with a photo has never been a problem in the past since it’s simpler for all concerned. It’s standard practice and is indeed recommended on many other platforms.
What I want is for Amazon to implement a change in their system to make a buyer AND seller’s experience even better and easier. This whole “send photos of damages and we can issue a refund right now” system has worked great until this point both on and off Amazon with other customers. In fact most customers will want to show damage photos before being requested.
I can appreciate It’s not a flawless way of dealing with every instance of returns and refunds but I still can’t find a good reason why it couldn’t be implemented here on Amazon and an option.
- If it was implemented, the buyer could have received a refund sooner and certainly I wouldn’t have needed to learn this lesson which resulted in being out of pocket regarding insurance claim against the courier. It’s not a huge amount so I’m not massively bothered, but just thought the whole A-Z ruling seemed kind of odd and easy for buyers to exploit.
The solution seems to be: Don’t complain on the forum, don’t make suggestions, the real problem is you and not Amazon’s systems, selling platform nor it’s customers. Play the game, take the hits and move on. I don’t agree, but I will move on 
Seller_TPferdl9Hi8N1
Amazon devamlı müşteri haklıdır mantığı ile hareket ediyor. Ayrıca iadelerin çoğu geri dönmüyor. Özellikle Avustralya dan yapılan iadeler her nedense hiçbiri geri gelmedi. Alıcı ben kargoya verdim diyerek işin içinden çıkıyor. Bir ay sonrada nasıl olsa Amazon dan para mı ister alırım diye düşünüyor. Mağdur olan satıcı hesabından hazır ödeme yapılıyor
Seller_P68PfqIf99lFA
Did you use Amazon’s buy shipping insured?
Seller_VgFksfgbfO4k2
Well duh, any reasonable person or business understands this completely. Just not the morons at Amazon.
Seller_1FT0o5FEeryp7
ALWAYS direct the customer to the return process. Always.
Amazon likely didn’t let you down on this one; You did. Sorry.
Seller_WtOwWhtSrFjva
I have not lost any money to A to Z Claim yet. But I use When you get the item back, take pictures of it and if the customer is wrong you can file a Safe T claim, which I have not lost yet, and they will end up reversing the charges.
But you only have 48 hours to respond to a request for return. That is why I have mine set up on automatic. You have to grant the return. You have too. Once you get the item back, then you can seek damages. But if you use Amazon shipping, they cover it. About half the time they never return it.
Dishonest customer know how to manipulate the system.
You do have recourse. When I went from FBA to FBM, I thought I did not have any recourse on these improper returns. But we do.
