How to know status, condition of returned product??
I have several products that were bought, but customer wanted to return. The refund has been processed, but how do I know that condition of the returned product? How do other sellers know whether their returned product is able to be resold or not?
Also, is there a way to communicate with the buyer to find out WHY they returned it?? I assume the buyer checks a box for the reason, but they say it's not as advertised in the Listing. There's nothing misleading in the listing, so I want to know more.
Appreciate your experiences. Daniel
How to know status, condition of returned product??
I have several products that were bought, but customer wanted to return. The refund has been processed, but how do I know that condition of the returned product? How do other sellers know whether their returned product is able to be resold or not?
Also, is there a way to communicate with the buyer to find out WHY they returned it?? I assume the buyer checks a box for the reason, but they say it's not as advertised in the Listing. There's nothing misleading in the listing, so I want to know more.
Appreciate your experiences. Daniel
5 replies
Seller_LqGweQo2lXA8w
This PSGoodLife again, By the way, I am using FBA, so Amazon is handling all this, but I want to know more details.
Seller_LImVvUWeyiCfQ
Have you checked your FBA returns report? Here is the Seller Help page with an overview and a link to your report: FBA Customer Returns report.
We don't participate in FBA so have no firsthand knowledge of the details on the report, however, the chart about midway down the linked page above shows this (screen capture below), so we assume the details are reported to you.
The return reason is also discussed further down on the linked page, keeping in mind buyers don't always choose the correct return reason. It would be against Amazon's communications policy for you to contact your buyer in this case.
Danika_Amazon
Hi @Seller_LqGweQo2lXA8wand thanks for reaching out with this interesting question. I'm Danika from the Community Manager team.
I was grateful to see @Seller_LImVvUWeyiCfQweigh in with the helpful link for the FBA returns report. I understand you'd like to dive a level deeper, and while I can understand why, I'm not sure of the answer. I'm going to reach out internally and see if I can learn more, and will get back to you.
Thanks again,
- Danika
Danika_Amazon
Hi again @Seller_LqGweQo2lXA8wand thanks for your patience. I've heard back from my point of contact, but unfortunately they didn't know much else on this specific issue, either. To their knowledge, there isn't a way to gain information about original packaging, inserts, etc.
You can refer to the FBA customer returns policy help page if you want details on how an item is marked sellable or unsellable. This information + your FBA returns report is the information that's available.
I hope this is helpful, and that you have a nice rest of your day and weekend.
Thanks again,
- Danika
