Hello,

I was looking more deeply at the way Amazon processes FBA returns and reimbursements to sellers.

There are orders that have been declared ''Damaged by Carrier'' by the customer. We understand our items have been damaged during transit to the customer, using FBA services, and have been received in poor condition by the customer. Therefore, a reimbursement should be emitted by Amazon in our favor as determined by the FBA reimbursement guideline.

However, Amazon proceeds to identify the items as ''customer damaged'' although they were received damaged and declared ''damaged by carrier'' by the customer during the return process.

It almost look ''funny'' in the return section. There is the ''customer return reason'' column : ''damaged by carrier'' and then just next to it, another column ''item condition'' : ''damaged by customer''. We know that ''customer damaged'' items are non-reimbursable to the seller, probably the reason it is so often used by Amazon. Iit seems like Amazon is using its own will to determine ''who caused the damage'' and going against the customer's view of the situation. Since when Amazon doesn't trust the opinion or perception of a customer? All the contrary of A-to-Z claims.

I don't know if anyone noted the same or if anyone found a way to challenge this incoherence in the return/reimbursement process

Thank you