returns claiming damage defective
I want to make sure I understand this insane policy. Doing fba - buyer returns claiming defective. I receive the product and it is in perfect condition.
Can I make a claim to ask for return shipping ( my item costs $20 to ship)?
I am getting dinged by account health for "defective" returns but THEY ARE NOT DEFECTIVE. The buyer has come to understand how to work the system! But I suffer the repercussions and out of significant money.
What do we do about all these buyers taking advantage?
returns claiming damage defective
I want to make sure I understand this insane policy. Doing fba - buyer returns claiming defective. I receive the product and it is in perfect condition.
Can I make a claim to ask for return shipping ( my item costs $20 to ship)?
I am getting dinged by account health for "defective" returns but THEY ARE NOT DEFECTIVE. The buyer has come to understand how to work the system! But I suffer the repercussions and out of significant money.
What do we do about all these buyers taking advantage?
39 replies
Seller_7LrAV0m5llaI7
If this is FBM, we charge a restocking fee.
Seller_WBnGS7Ix3XiDX
I agree, If the buyer finds out they can get an "instant replacement" where we have to send another one, and if the first one isnt sent back they dont get a refund, but now they have 2. Are they being charged for the 2nd one?
So they dont return the old one, and get a 2nd for free, there is no incentive. If its something they can use 2 of.
This is a very very bad idea. I haven't even gotten into the shipping costs. Unless they send back the old one, why should we give another at no charge.
What idiot thought of this. I thought they were going to start to charge for returns.
Dominic_Amazon
Hi @Seller_F68v7s55WcB6X,
Dominic from Amazon here, can you please provide me with the Case ID and the Order ID? Would like to review and potentially escalate.
Best,
Dominic
Seller_aEzr9PjpfpuxN
This is the main reason why I do not do FBA
with FBM you have full control on this situation
Seller_flEDrXoqkWNJ6
I sell a lot of consumer goods on eBay where returns are not quite as automatic as with Amazon. We can communicate with they buyer a bit and organise alternative solutions.
The majority of the time, false defective returns aren't fraud, but the buyer just not understanding how to use the product.
Have you considered including a business with some tech support info, or uploading some YouTube guides that show how your product works?
Seller_LozVbcNSprfMf
Buyers have been exploiting the defective return reason to get away from paying the return shipping to get a free return label. I strongly believe that if a buyer chooses this reason to return an item, MORE EXPLANATIONS NEEDS TO BE PROVDED BY THE BUYER. For EXAMPLE, SPECIFIC DAMAGE(S) or EVEN PICTURE(S) of the DAMAGE(S). I have been experiencing this type of return reason. It is very hard for the buyer to recoup the shipping fees. I personally would like Amazon to modify this type of return.
Seller_4HsL3GZbyDLea
When a buyer uses the return reason "defective" that is usually code for "lying customer has no ethics and wants the seller to pay for the customer's ordering mistake or change of mind"
Amazon is aware of the fact that the customer is lying. Amazon would rather make the sellers' lives a nightmare than have the customers take some responsibility.
Seller_XJk5RkDQR39p0
People do it all the time and it's on the rise because of the economy. it has become a 'rent economy"...High-end stores in cities like NY and Los Angeles are becoming high-end thrift stores. People caught on the habit of buying an expensive dress or jacket and then returning it after a party or event. There are plenty of videos on YouTube regarding 'influencers doing this.
Seller_XjolGGpui9INo
Hello Beachkey, there are pro's and con's to FBA and when the Buyer claims defective, so they get a free return is awful. Further, you have to pay to have the "defective" item sent back to you, another slap in the face.
For us, the big plus is getting the Buy Box and usually being able to add a little premium to the selling price. If we sell enough widgets, with a higher unit price then FBM, then it out weighs the con's for us. I would also say that over 1/2 of the return requests that are filed on our products on FBA never get returned and I am not sure what the negative impact on our account is, when the item is claimed defective but never returned. Sorry this is happening to you, hopefully FBA is helping you make more on your gross sale and sell more units.
I doubt that Amazon has any interest to fix this, as it has zero impact on Amazon but 100% hit on the 3rd party seller.
