Customers Returning Open and Used Products
I’m expecting the usual response here (e.g., “Not all items are well suited for sale on Amazon”), but isn’t it Amazon’s policy not to refund customers for opened items?
Basically everything I sell is a consumable, so inevitably some folks open a bottle, polish their car (can probably do 15+ cars with 1L), then return it for a full refund. It’s not a constant irritation, but I got annoyed when I received my latest removals and there was clearly dried compound on the opening of the bottle top.
I asked Amazon if my items haven’t been classified correctly as short of simply damage to the outer packaging, a “customer-damaged” return should be an automatic “not returnable” according to the policy here:
Please note that we cannot accept the return of opened items, some health and personal care items, grocery items, or items returned more than 30 days past delivery (45 days for eligible baby items and toys; 60 days for eligible health and personal care items).
https://www.amazon.ca/gp/help/customer/display.html?nodeId=GKM69DUUYKQWKWX7
I was told to send pictures of the “damaged” items, of the removal order shipping label, the slip that came with it, to find the order they were returned from (I didn’t see numbers attached to anything enclosed but since two items
Usually comes with a generic “Buyer return” reason but occasionally “not as described”, “didn’t perform” or something else lame to ensure they don’t have to pay return shipping for a discretionary return. Just got one refunded past the 30 days for “not as described”, in fact…
Sorry, I know these topics come up constantly but with a massive spike in courier issues lately I felt a need to vent a little - but I’d appreciate if anyone has some suggestions other than “it’s part of selling on Amazon, move on”, because it’s deeply frustrating to wait months to import expensive product from overseas only to have to throw it away due to unscrupulous buyers.
Customers Returning Open and Used Products
I’m expecting the usual response here (e.g., “Not all items are well suited for sale on Amazon”), but isn’t it Amazon’s policy not to refund customers for opened items?
Basically everything I sell is a consumable, so inevitably some folks open a bottle, polish their car (can probably do 15+ cars with 1L), then return it for a full refund. It’s not a constant irritation, but I got annoyed when I received my latest removals and there was clearly dried compound on the opening of the bottle top.
I asked Amazon if my items haven’t been classified correctly as short of simply damage to the outer packaging, a “customer-damaged” return should be an automatic “not returnable” according to the policy here:
Please note that we cannot accept the return of opened items, some health and personal care items, grocery items, or items returned more than 30 days past delivery (45 days for eligible baby items and toys; 60 days for eligible health and personal care items).
https://www.amazon.ca/gp/help/customer/display.html?nodeId=GKM69DUUYKQWKWX7
I was told to send pictures of the “damaged” items, of the removal order shipping label, the slip that came with it, to find the order they were returned from (I didn’t see numbers attached to anything enclosed but since two items
Usually comes with a generic “Buyer return” reason but occasionally “not as described”, “didn’t perform” or something else lame to ensure they don’t have to pay return shipping for a discretionary return. Just got one refunded past the 30 days for “not as described”, in fact…
Sorry, I know these topics come up constantly but with a massive spike in courier issues lately I felt a need to vent a little - but I’d appreciate if anyone has some suggestions other than “it’s part of selling on Amazon, move on”, because it’s deeply frustrating to wait months to import expensive product from overseas only to have to throw it away due to unscrupulous buyers.
Seller_X9AxWaXfNnGAl
Amazon initially accepts the customer’s reasons for returning the item and assumes that you are able to deal with repackaging those items that can be returned to a new status with doing so or otherwise build into your pricing the cost for those returned items.
You can challenge Amazon on those that were obviously used. It will take time and effort to escalate and argue that the customer abused customer the return and refund policy and will sometimes get reimbursed. The customer may also be investigated if they have done this often enough and may get banned - you will never know that outcome.
Higher value items are more likely to be worth the hassle while lower value or items that you can more likely repackage or sell through other sales channels may not be worth your time. Your call.
10 replies
Seller_ggUBM0rXQ7szR
If someone used up the “car polish” open a case with Amazon and provide photos showing the product was heavily used. Or maybe the customer used it and filled it with something else, which would open a case for different item returned.
I’ve had products that were used/tried once and returned via “didn’t perform etc…” Can’t please everyone and Amazon won’t be very helpful on those.
Every business deals with losses 
Seller_bLIMWzyXjwnqM
Although they frequently mark things that aren’t open/damaged as “unsellable” and force me to remove them, it’s a bit ridiculous they do ocasionally decide to put items back into stock if used/open items might be put there by accident.
IMO anything at all customer damaged shouldn’t be returnable but I know…customer is first at Amazon (and Costco, and…etc.).
Seller_bLIMWzyXjwnqM
Well I mean there is dried on bright white/purple/etc. liquid on red lids… I’m partially colorblind - it’s pretty clear - and they go to the trouble of re-bagging the individual bottles before they return them to me.
Yeah, didn’t want to get penalized so auto-removal is on.
Seller_bLIMWzyXjwnqM
For sure, my point is they’d have to go out of their way to ignore the fact they were opened if they are bagging every single one.
Seller_X9AxWaXfNnGAl
Amazon initially accepts the customer’s reasons for returning the item and assumes that you are able to deal with repackaging those items that can be returned to a new status with doing so or otherwise build into your pricing the cost for those returned items.
You can challenge Amazon on those that were obviously used. It will take time and effort to escalate and argue that the customer abused customer the return and refund policy and will sometimes get reimbursed. The customer may also be investigated if they have done this often enough and may get banned - you will never know that outcome.
Higher value items are more likely to be worth the hassle while lower value or items that you can more likely repackage or sell through other sales channels may not be worth your time. Your call.
Seller_3VhliGCJI4Yjt
might be also time to choose another avenue to sell as well. just a thought. I did this to start out not to finish,. Too many standards one way. We are not a Costco. They even take back empties as well. anyone return a Bud Light? lmao
Seller_bLIMWzyXjwnqM
If I’m being fair they did accept my challenge and credit me for the units. Now I just need to get them to do something about the thousands of dollars of inventory they “lost” (scanned 1 in a box of 6) a few months back…
Submitted manufacturer invoices with each of the matching SKUs highlighted and they refused to open an investigation, have since just been refusing to respond at all.
Overall, still making money I wouldn’t be without Amazon but as you say TDOTYELLER lots of frustrating aspects and rules… especially for expensive product that takes months to get overseas in the first place.
