FBM customer return with fraudulent return reason
I'm curious to know how this should be handled differently...
We sold an item (FBM) and the buyer tried to cancel AFTER it shipped. We obviously could not cancel but told them they could return it once received. Not that we have a choice.
The buyer SHOULD have had to eat the return shipping on this order, but they chose the return reason of "Item damaged or defective" to avoid the return shipping fees.
Within hours of receiving the return, we were getting harassed about the refund. I was hoping Amazon would automatically refund as they often do so that we could file a SAFE-T claim for the incorrect return reason. For some reason, amazon doesn't send a refund and after 3 days we get an A-Z claim so we are no longer eligible for the SAFE-T claim.
What should I have done differently here? I honestly don't know.
FBM customer return with fraudulent return reason
I'm curious to know how this should be handled differently...
We sold an item (FBM) and the buyer tried to cancel AFTER it shipped. We obviously could not cancel but told them they could return it once received. Not that we have a choice.
The buyer SHOULD have had to eat the return shipping on this order, but they chose the return reason of "Item damaged or defective" to avoid the return shipping fees.
Within hours of receiving the return, we were getting harassed about the refund. I was hoping Amazon would automatically refund as they often do so that we could file a SAFE-T claim for the incorrect return reason. For some reason, amazon doesn't send a refund and after 3 days we get an A-Z claim so we are no longer eligible for the SAFE-T claim.
What should I have done differently here? I honestly don't know.
0 replies
Seller_DdmPiA1p1S2Wu
That's one of the Amazon pitfalls with no clear solution. If the item is under $100, Amazon will usually refund it with RFS and you can then file the SAFE-T claim. If it doesn't get refunded with RFS, then your choices are limited. You can attempt to wait for Amazon to do the refund which usually takes about a week, but as happened to you, the buyer might file an A-Z claim because you didn't refund quickly enough for them, and then you lose the money and get a metrics hit. Your only other options are to just take the hit and let the buyer get away with their false return reason, eating the return shipping cost, or do an Order Adjustment File Upload and withhold the return shipping from their refund, but the buyer could still then file an A-Z claim against you for not giving in to their scamming you. It's really a bad situation we all find ourselves in here sometimes.
Roberto_Amazon
Hello! @Seller_JrOVVQUmFpvKq
Thank you for using the Forums. I recognize this is not an easy situation, Amazon automatically refunds FBM returns only when "the returned item is dropped off at a designated carrier location using a prepaid return label that was issued by us. Returns that are self-ship or use a label paid for by the seller are not eligible for a refund at first scan.":
Refund at First Scan for seller-fulfilled returns
To summarize, I would advise to not wait for the automated refunds, they should happen even before you received the item back to you, if you received your item back and the automated refund has not been made, you should evaluate it yourself and refund within 2 business days.
Automated refunds are only done for items that are eligible for the prepaid returns label program. There are some ineligible products, other categories that are exempted, and as commented by @Seller_DdmPiA1p1S2Wuitem above $100 could be exempted upon request.
Let me know if you have follow-up questions.
Regards,
Seller_yOxzPF4pWfEu2
I have had my share of fraudulent returns. I came across a site that might start protecting us sellers from shipping to known bad customers. They are just starting to build their database. Might want to add this address to the list, so all sellers can take precaution when shipping to that address.
Amazon
Hates
Sellers Dot Com
Just a friendly tip.
