Customer Damaged Condition Reimbursement
Hello,
A customer ordered 2 units and immediately returned them. I lost the money from that sale as well as an additional loss from the return fee. Now I am getting charged an FBA disposal fee for the units being "customer damaged condition". I did not get a reimbursement from this. I submitted a case (ID 14835022331) showing pictures of the product when I shipped it, and explaining that it was received at Inbound without problems, and then it was picked and packed without being flagged as a damage. But the computer generated response on my case of course didn't read any of that and said the units came back and were found to be in a damaged state and that no reimbursement would be found. How do I know that the buyer didn't switch out with a damaged item, or that the product was damaged when it was picked by Amazon. It blows my mind that I have to explain this type of stuff to AMAZON. If my product was received, picked, sorted, and packed without any associate at Amazon saying it's damaged, then I am fully deserving of a reimbursement. I even included picture evidence of the product in the Inbound shipping package before I shipped.
I would love to speak to a real human about this case and not just an auto generated response.
Customer Damaged Condition Reimbursement
Hello,
A customer ordered 2 units and immediately returned them. I lost the money from that sale as well as an additional loss from the return fee. Now I am getting charged an FBA disposal fee for the units being "customer damaged condition". I did not get a reimbursement from this. I submitted a case (ID 14835022331) showing pictures of the product when I shipped it, and explaining that it was received at Inbound without problems, and then it was picked and packed without being flagged as a damage. But the computer generated response on my case of course didn't read any of that and said the units came back and were found to be in a damaged state and that no reimbursement would be found. How do I know that the buyer didn't switch out with a damaged item, or that the product was damaged when it was picked by Amazon. It blows my mind that I have to explain this type of stuff to AMAZON. If my product was received, picked, sorted, and packed without any associate at Amazon saying it's damaged, then I am fully deserving of a reimbursement. I even included picture evidence of the product in the Inbound shipping package before I shipped.
I would love to speak to a real human about this case and not just an auto generated response.
1 reply
Tatiana_Amazon
Hello @Seller_KpXCpMWug8F3h,
I understand that receiving returned items that have been damaged by customers can be frustrating, but currently FBA does not reimburse on customer damaged product. You can learn more about this policy at this help page, under the second yellow box, titled Important.
I realize that yourself and many sellers may not agree with this policy, but all FBA returns do follow our Amazon Returns Policy which allows customers to return a product for any reason if the return is made within 30 days of order receipt (30 days is the standard window, but may be different during different times of the year or for certain products).
Again, I do understand your frustration with the policy, but part of our FBA terms is that sellers must accept responsibility for returned items that are damaged by a customer, are subject to recall, or are defective or in violation of Amazon policies.
Tatiana
