Return of Personalized Items
Hello
"I've been a long-time seller of handmade products on Etsy, and recently, I decided to explore selling on Amazon. To my surprise, I encountered difficulties I hadn't anticipated, leading me to question why many handmade manufacturers primarily choose Etsy over Amazon.
Upon attempting to list my products on Amazon, I found myself repeatedly creating cases and explaining my situation. My objective was simple: I wanted to communicate that my products cannot be returned. While I understand that certain situations, like shipping damage or incorrect customization, may necessitate returns, I wished to make it clear that personalized items have different return policies.
Unfortunately, achieving this on Amazon proved to be far more challenging than on Etsy, where it's a straightforward process. Despite my efforts over the past month, I haven't received a clear answer or guidance from anyone. Instead, I've been told that I can't label my products as non-refundable.
This experience has left me questioning the purpose of the Handmade product category on Amazon if sellers like myself cannot adequately manage returns for personalized items. While I appreciate Amazon's platform, it seems that Etsy maintains its leadership in this field.
As I continue to navigate this issue, I remain hopeful for improvements but recognize Etsy's continued strength in supporting sellers of handmade goods."
Return of Personalized Items
Hello
"I've been a long-time seller of handmade products on Etsy, and recently, I decided to explore selling on Amazon. To my surprise, I encountered difficulties I hadn't anticipated, leading me to question why many handmade manufacturers primarily choose Etsy over Amazon.
Upon attempting to list my products on Amazon, I found myself repeatedly creating cases and explaining my situation. My objective was simple: I wanted to communicate that my products cannot be returned. While I understand that certain situations, like shipping damage or incorrect customization, may necessitate returns, I wished to make it clear that personalized items have different return policies.
Unfortunately, achieving this on Amazon proved to be far more challenging than on Etsy, where it's a straightforward process. Despite my efforts over the past month, I haven't received a clear answer or guidance from anyone. Instead, I've been told that I can't label my products as non-refundable.
This experience has left me questioning the purpose of the Handmade product category on Amazon if sellers like myself cannot adequately manage returns for personalized items. While I appreciate Amazon's platform, it seems that Etsy maintains its leadership in this field.
As I continue to navigate this issue, I remain hopeful for improvements but recognize Etsy's continued strength in supporting sellers of handmade goods."
0 replies
Seller_4zBzdtgCyS9EI
Customized products are not eligible for returns. This is nothing you have to "check a box" for.
Seller_Hi7wbO2Kbo6bl
Customized has to be sold through that "category" in order for buyers to be able to input information about customization.
The return rules are different for Custom. Returns are still allowed for any seller fault (item damaged or defective / customization not done correctly). However, buyer "faulted" return reasons are not allowed.
Just how Custom and Handmade work together is beyond my knowledge base.
Glenn_Amazon
Hi there @Seller_rI3Z5CD2CCTcw,
Thanks for reaching out with your questions on Returns for Customizable Products. I'm happy to provide some insights. As mentioned on the Amazon Custom returns policies help page depending on if you use Seller Fulfilled Prime or not there are two outcomes:
1) You use Seller Fulfilled Prime which means your products are subject to thepolicies of that program.
2) If you do not use Seller Fulfilled Prime your products are subject to the general policy on the About Our Returns Policies page.
- Products sold by Handmade Makers are subject to the standard A-to-z Guarantee policies for Amazon. The exception to this are items that are purchased with optional customization options, other than size and color.
- Custom products are not returnable but may be refunded or replaced within 30 days of delivery if the products are damaged/defective upon arrival, or materially different from what was ordered. If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party seller, you are protected per the Amazon A-to-z Guarantee.
You cannot offer a return policy less than what Amazon indicates which means they cannot be marked non-refundable (there are situations in which a buyer may be eligible for a refund). However in most instances your products may not be eligible for a return or refund per Amazon's own policies.
If you have any other questions please let me know. Have a great day.
-Glenn
