Amazon USED Items, Unclear to Customers Causing More Returns and Confusion
I recently have started selling a fair amount of used items on Amazon and have run into several systemic issues that are causing confusion for the customer.
1st There is a feature of used items that allows a buyer to click into the list of used sellers and then click on the particular sellers offer and see photos, however this process is very hidden and requires the customer to make clicks into further menus in order to see photos which a new buyer has no way of knowing are there because Amazons system doesn't highlight that there are photos available in any way
2nd If there is only one seller on a listing and it is a used item listing, there is no way for the customer to see the uploaded photos of the used item, there is only a small link that says "Details" but it won't show the photo only any description
3rd If you are the only seller of used the information under "Details" is not automatically shown to the customer, the customer has to know to click on the text which opens a text box displaying the details. There are other "Details" text next to shipping dates which takes the buyer to the sellers feedback page, The texts look the same and buyer has little indication of whats under each link. If your on a mobile this condition Details text doesn't show despite there being other details texts, the one that appears on the website and displays condition notes is not there on mobile.
4th If you aren't the only seller and the used listing shows up underneath the "New" listing on the main detail page, then there is no way to see additional details on the main page despite there being Details texts next to shipping dates, you now have to click into the used sellers list and know to click "See more" under the sellers offer.
5th The Used, condition is written with font bold regular size and customers are missing it. When on mobile it comes up more clearly in bold. There is a difference in the font size and location compared to when someone uses the mobile version of Amazon, it's more noticeable on mobile but still not great.
6th When a seller goes to list a used item there in most cases there is no way to add a condition description until after submitting the listing, you then have to know to go back into the listing under edit and add a condition which means waiting 15 minutes or so for the listing to first show in seller central, and amazon doesn't notify you that you can do that so most sellers miss that.
7th Because of these issues, I'm getting a higher amount of returns claiming "not as described" and when I get a reason for the customer it that's it's used. The customers then open returns and a-z claims and I have to tell Amazon that it was sent correctly listed under used correctly and go through a bunch of nonsense.
8th Amazon's A-Z claims seem to allow customers to open an a-z claim immediately upon a tracked delivery of a return despite there policy saying there is a 7 day window for the return to be processed.
"You returned an item in line with the third-party seller return policy, but you haven't received the expected refund.
If both of the following conditions apply, you can request a refund:
Seven days have passed since the return was delivered to the seller.
The item was returned using the prepaid return label provided by the seller in the return request. However, the return was lost in transit, was undeliverable, or is being returned to you."
Amazon's A-Z claims are effectively a black box closed system with most minimal interaction with sellers and allows immediate approvals of short sighted return claims and amazon A-Z processors are often ignoring serious facts about the situation such as listed above while approving them.
9th Upon sale of the item condition photos are not shown to the buyer, so if they've missed them they will not see them when purchasing
All of this is leading a to a poor customer experience and a poor seller experience and lost money for everyone.
Amazon USED Items, Unclear to Customers Causing More Returns and Confusion
I recently have started selling a fair amount of used items on Amazon and have run into several systemic issues that are causing confusion for the customer.
1st There is a feature of used items that allows a buyer to click into the list of used sellers and then click on the particular sellers offer and see photos, however this process is very hidden and requires the customer to make clicks into further menus in order to see photos which a new buyer has no way of knowing are there because Amazons system doesn't highlight that there are photos available in any way
2nd If there is only one seller on a listing and it is a used item listing, there is no way for the customer to see the uploaded photos of the used item, there is only a small link that says "Details" but it won't show the photo only any description
3rd If you are the only seller of used the information under "Details" is not automatically shown to the customer, the customer has to know to click on the text which opens a text box displaying the details. There are other "Details" text next to shipping dates which takes the buyer to the sellers feedback page, The texts look the same and buyer has little indication of whats under each link. If your on a mobile this condition Details text doesn't show despite there being other details texts, the one that appears on the website and displays condition notes is not there on mobile.
4th If you aren't the only seller and the used listing shows up underneath the "New" listing on the main detail page, then there is no way to see additional details on the main page despite there being Details texts next to shipping dates, you now have to click into the used sellers list and know to click "See more" under the sellers offer.
5th The Used, condition is written with font bold regular size and customers are missing it. When on mobile it comes up more clearly in bold. There is a difference in the font size and location compared to when someone uses the mobile version of Amazon, it's more noticeable on mobile but still not great.
6th When a seller goes to list a used item there in most cases there is no way to add a condition description until after submitting the listing, you then have to know to go back into the listing under edit and add a condition which means waiting 15 minutes or so for the listing to first show in seller central, and amazon doesn't notify you that you can do that so most sellers miss that.
7th Because of these issues, I'm getting a higher amount of returns claiming "not as described" and when I get a reason for the customer it that's it's used. The customers then open returns and a-z claims and I have to tell Amazon that it was sent correctly listed under used correctly and go through a bunch of nonsense.
8th Amazon's A-Z claims seem to allow customers to open an a-z claim immediately upon a tracked delivery of a return despite there policy saying there is a 7 day window for the return to be processed.
"You returned an item in line with the third-party seller return policy, but you haven't received the expected refund.
If both of the following conditions apply, you can request a refund:
Seven days have passed since the return was delivered to the seller.
The item was returned using the prepaid return label provided by the seller in the return request. However, the return was lost in transit, was undeliverable, or is being returned to you."
Amazon's A-Z claims are effectively a black box closed system with most minimal interaction with sellers and allows immediate approvals of short sighted return claims and amazon A-Z processors are often ignoring serious facts about the situation such as listed above while approving them.
9th Upon sale of the item condition photos are not shown to the buyer, so if they've missed them they will not see them when purchasing
All of this is leading a to a poor customer experience and a poor seller experience and lost money for everyone.
0 replies
Seller_y7W9ccUlauftE
I have never had that problem when adding. Note: I use a desktop computer and add via sellercentral.amazon.ca/product-search and most of my used products are media (movies, books, music).
Seller_7hGoB5ghJX0Vy
same here. Customers only check the "low price " and buy directly without to check the "condition" and we got the same feedback " it's used !!!" Imagine sometime when there are no NEW on the asin the "used condition " can win the buy box . So more and more returns.
Seller_ptBwlfZsWDPhO
There is not much you can do other than giving a super detailed description and several photos. People mistake like new/opened box items as brand new. Be prepared for negative feedback and lots of returns. Also selling opened box items is just too hard to resist for some customers to place there old defective product in your box or something else altogether and send it back for full return. Also lots of item not as described issues will come up. I was selling 100% used open box only on amazon. Did over 100k in sales only doing this part time. Over the last 2 years my return rate has gone up to 40% forcing me to shut down after 3 or 4 years of selling (CRA also is auditing me wondering why there is a loss). Another thing is you need to have your hands on every single product! Inspect it, take detailed photos, check for missing contents, repack exactly same as it came new, reseal product and label. Very labour intensive and you can only grow so much before you need more and more space as you cannot risk sending anything in without carefully inspecting and testing for quality. You cannot trust anyone else to do this properly! If it was not for the returns, and most of them switcharoo returns with their old defective product I would be pretty profitable
