Sellers may occasionally want to compensate buyers for order issues aside from or in addition to refunding basic order costs. When a buyer receives a defective item, for example, the seller may cover the cost of return shipping in order to retrieve the item. If a buyer is disappointed in not receiving the colour of item they expected but they are willing to keep the item, a seller may choose to make a monetary concession to the buyer.
Both the full and partial refund options in Manage Orders allow sellers to make concessions to buyers. There are line items for two types of concessions:
When a concession is issued, the full amount of the concession will be debited from the seller's account.
Sellers can always issue partial or full refunds for order costs, such as the product price or the shipping the buyer paid originally. Concessions allow sellers to compensate buyers for order issues as an alternative to or in addition to refunding order amounts. For example, in the case of a defective item, a seller might provide a return shipping concession and then process a full refund once the seller has received the return.
The Full Refund and Partial Refund screens display line items for the refunds and concessions available for an order.
On the full refund or partial refund screens, concession line items will show specific maximum dollar amounts for the Return Shipping Concession and Other Concession fields. The maximum amount shown for Return Shipping Concession will be equal to twice the amount of the original shipping cost, plus $10. The amount for Other Concessions will be equal to the remainder of the total concession amount allowed, up to CDN $150. See below for an explanation of how the maximum allowable amounts are calculated.
To issue a concession, follow these steps:
This is required in all cases, even when a concession is issued.
Limits are displayed in the Max Amount column. If the total amount requested exceeds the total for product price and shipping, you will receive a pop-up asking you to confirm the concession.
This is a good customer service practice.
Allow up to 15 minutes for the data to be updated.
This will not be displayed to the buyer but may help you track actions on the order. You may add, revise or delete notes in a seller memo at any time.
Sellers can create both a "Buyer memo" and "Seller memo" when issuing concessions or refunds. The "Your note" option allows you to track the actions you have taken on an order and includes reminders for next steps. The memo accepts 255 characters and you may continue to add new information or remove old information as needed.
There are limits on the total amount sellers may provide to buyers when they issue order refunds and concessions. An order refund can't exceed the total amount originally paid by the buyer. The amount allowed in concessions, however, may exceed the total cost of the order itself.
Amazon displays the concession maximum for each item in an order using a formula that calculates the higher of the following two numbers:
If P = Product Price, and S = Original Shipping Cost, the formulas for determining the maximum amount allowed for concessions would look like this:
|Original Shipping Cost||$25.00|
|Limit 1 Calculation||0.5 x 200 = $100.00|
|Limit 2 Calculation||(2 x 25) + 30 = $80.00|
In this case, the higher number is $100.00. This is the maximum concession amount for the order in this example. The maximum return shipping concession will be $60.00 (2*S+$10) and the remaining $40.00 will be the maximum allowed in other concessions.
|Original Shipping Cost||$8.00|
|Limit 1 Calculation||0.5 x 24 = $12.00|
|Limit 2 Calculation||(2 x 8) + 30 = $46.00|
In this case, the higher number is $46.00. The maximum return shipping concession for this order will be $26.00 (2*S+$10), and the remaining $20.00 will be the maximum allowed in other concessions.
Concessions are processed in relation to a specific order. However, because concessions are not refunds of order costs, concessions are not adjusted for order-related Amazon fees. Such adjustments are only made when original order amounts (such as product price and shipping) are refunded to the buyer. Accordingly, the full amount of the concession is debited from the seller account.
Concessions are displayed in the "Other" line-item on the Payments Summary page. The "Other" line-item in the Summary view also includes refunds of order costs not displayed separately in the summary, such as shipping. Therefore, a shipping refund and a return shipping concession for the same order will be aggregated on your summary.
In the Transaction Details display, the "Other" refund amount gives a breakdown of order refunds and concessions. In this view, a shipping refund will be displayed as "Shipping" while a return shipping concession will be displayed as an "Other" transaction. In addition, Return Shipping Concessions and Other Concessions are consolidated in a single "Other" line-item. If you issue a MXN 200 Return Shipping Concession and a MXN 400 Other Concession, you will see a MXN 600"Other" amount.
For a detailed view of concession amounts for a specific order, use the refund view in Manage Orders. The Partial Refund view will give the fullest breakdown of amounts refunded or issued as concessions. By returning to the original refund page in Manage Orders, you can see specific order and concession amounts that have already been issued to the buyer as well as any available amounts remaining.
Concession amounts will be debited from the seller's account and balanced against available funds. Negative account balances may be handled in any manner permitted under the terms of your selling agreement.
Concessions are issued to the payment instrument the buyer used for their order. This means that the buyer will see a credit on their statement if they used a credit card for the order. If the buyer used both a credit card and an Amazon gift card or gift certificate for their order, the concession amount will be applied to the credit card. If both a concession amount and an order refund are issued, the buyer will see two entries on their statement.
Concessions do not contribute to the refund percentage in your seller performance metrics. If one or more products in an order are fully refunded, then the order is counted as a refunded order and is included in your Refund Rate.