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Dealing with returns on Amazon

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When selling on pretty much any platform you are going to have to deal with returns at some point. Amazon has its own rules with regards to returns. Which every seller has to agree upon in order to sell on Amazon. Also, there is going to be some best practices that you should follow in order to stay within the Amazon guides line. while looking after your own best interests.

Every seller on Amazon has to have a Return Policy that matches or is better then Amazons. By default your return policy will match Amazons return policy you can view Amazon return policy here.

(please note that different categories have different return policies this article is written reflecting Amazon Standard 30 Day after delivery policy.)

In Policy Returns

If the return is within the 30 days you are just going to have to accept the return. If you are FBA then Amazon will do a auto return and accept this on your behalf. FBM sellers will be notified of the return and then ask to supply Return shipping labels. It is down to the FBA seller discretion to allow a full return or partial refund depending on the reason for the return but I highly recommend to just accept the return no matter the reason due to the high chance of getting a A-Z claim or negative review/seller feedback brought against you. In the long run you will save more money just accepting a return due to the high chance of a customer leaving a negative review.

Out of Policy Returns

When a buyer request a return that is out of policy there is a few things you can do to offer better customers service and to help eliminate any damage being placed on your account. A out of policy return is anything which is 30 Days after Item is Delivered (unless you have return policy that is better then Amazons then it will be down to your own return policy)

1. Accept the Return

This is rather straight forward but if a buyer returns a item that is close to the 30 days after delivery lets say within a week I would recommend just accepting the return. Customers make mistakes or are unclear on the last day they have to return a item. This is more good customer service then anything but if you don’t accept the return the customer most likely will open a A-Z claim against you or leave a negative review which will most likely cause more damage to your account in the long run worth way more then the price you pay for accepting a return.

2. Decline the Return

If the consumers trys to return a item that is way past there 30 day return window. lets say like 90+ then I would just decline the return authorization. Most of the time you should be able to win a A-Z claim since it is so far past the return window. Just to ad some extra insurance I would file a Safe-T claim once you deny the return authorization. Finally email the consumer as to the reason for the denial of return, make sure this matches with what you said with your Safe-T claim.

3.Partial Refund

Amazon allows you to do partial refunds. If the item is sent back other than what the condition it was originally sent. So if the item is sent back damaged. You can keep up 50% of the order value as a restocking fee. You can use this for any time after the date of purchase date. but if the customer sends it back quickly and it is damaged I wouldn’t recommend charging a fee due to the high chance of a negative review.

Remember that the buyer cam file an A-to-z Guarantee claim if you close the return request or issue a partial refund. The buyer’s claim will be reviewed, and you will be asked to provide additional information. In most cases as a seller you will lose the A to Z claim unless you provide enough evidence to prove that your actions was correct. Amazon tends to be more on the buyers side for A to Z claims.

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