Customer complain on FBA order
We have recently received customer complaint regarding wrong item sent. However, we have procured our inventory from an authentic distributor and shipped to Amazon warehouse where product shipping to the customer was managed by Amazon. I would like to learn more about this issue to resolve customer complaint, identify the issue in product being returned, further process to refund to the customer.
Customer complain on FBA order
We have recently received customer complaint regarding wrong item sent. However, we have procured our inventory from an authentic distributor and shipped to Amazon warehouse where product shipping to the customer was managed by Amazon. I would like to learn more about this issue to resolve customer complaint, identify the issue in product being returned, further process to refund to the customer.
0 replies
Seller_z3XfkorVSmnEY
Amazon will take care of refunding FBA orders. Once the product gets back to an Amazon warehouse it should be marked as unfulfillable. Then you can remove it and examine what the issue may be.
Stevie_Amazon
Greetings @Seller_3hAAnhWwyannl,
I understand you have received a customer complaint for a wrong item received for a product which you sell via Fulfillment by Amazon (FBA). I would like to provide further insight to the applicable policies as well as next steps and resources for you to utilize.
In continuous efforts to provide the most positive buying experience, Amazon has product condition guidelines put in place just like that of the authenticity policies. As the policy states, sellers such as yourself play an important role in maintaining that trust and contributing to the positive buying experience for all. This is done in a variety of ways, such as conveying the correct information about your products via the product detail pages and ensuring you have properly labeled the inventory before shipping to a fulfillment center.
The best way to prevent and proactively address complaints is to monitor your feedback from customers and create action plans or changes based on the feedback. As your customer has stated, they received in the incorrect product. It is important to consider why the customer would have received the incorrect product.
- Is the correct information shown on the product detail page? Does it correctly and accurately match the product you are selling?
- Did you label your inventory correctly before shipping to the fulfillment center?
- Do you have any quality process for ensuring the products are accurate and labeled correctly?
These are not all of the questions you need to ask yourself, but they are the correct types of questions you want to consider. I highly suggest visiting this page as well.
@Seller_z3XfkorVSmnEY has excellent points here! I suggest creating a removal order to further inspect the situation if that is what is best for your business.
If you would like, you may provide further clarification on the actual feedback you received when the complaint was processed. This can assist with the forums community and I being able to support you to the best of our ability.
All the best,
Stevie
