Customer Returned Product But Sent Someone else's product
Hello,
I usually do not write on here as I am a spectator most of the time. I had something happen to me recently that I am confused how to handle.
I was sent back a return (as all of us experience) but this time it had one of my competitor's products instead of my own. I've been selling on amazon for a few years FBA but I've never had this happen to me before. I only do FBA so what do I do to report this? Is there anything I can do or do I just eat the cost of this? Doesn't seem fair but that's selling on Amazon right?
Any help would be greatly appreciated!!
Mike
Customer Returned Product But Sent Someone else's product
Hello,
I usually do not write on here as I am a spectator most of the time. I had something happen to me recently that I am confused how to handle.
I was sent back a return (as all of us experience) but this time it had one of my competitor's products instead of my own. I've been selling on amazon for a few years FBA but I've never had this happen to me before. I only do FBA so what do I do to report this? Is there anything I can do or do I just eat the cost of this? Doesn't seem fair but that's selling on Amazon right?
Any help would be greatly appreciated!!
Mike
18 replies
Seller_mV3LwXfv6Bo9Z
Hello. We don't do FBA (anymore) but this situation has happened to us at least 15 times in the past 4 years or so. Sometimes the product we get back is similar to ours (probably because the customer ordered a few different things to compare) and sometimes it is something completely unrelated that we would never sell.
It seems like the most common culprit is a customer not realizing that they're requesting a return for the wrong product. Sometimes they just switch labels when mailing back. But each time it is a battle because Amazon automatically refunds the customer from your account because they think you got your product back.
We have tried a few things and only one seems to work:
DOESN'T WORK: Return item to customer. You won't get your money back.
DOESN'T WORK: Try to contact seller support. They are never helpful, as you know.
WORKS: File a SAFE-T Claim once the customer has been (incorrectly) refunded.
It took a lot of trial and error over the years, but at the end you'll end up with the wrong product and hopefully your money back. Amazon has zero interest in returning the product to the correct seller in the end. Trust me, we have tried and offered (even at our own postage cost). We don't want another seller to be without their product because I assume a lot of other sellers have received our products back over the years like this.
We have an entire bin here of snowpants, designer leather belts, fake leather knee-high boots, electronics, gloves, iPad cases, etc. We manufacture cycling apparel.
Good luck, dude.
Seller_Bj4mtabjA2xW0
Safe-T claims cannot be filed for FBA orders. In our experience, you will need to create a case with Seller Support for this type of return. It's tedious, but our staff has started photographing each step of opening FBA returns due to the number of similar return issues we've had. FBA returns are also supposed to come with a barcode (generally on the product, possibly on it's packaging, but once in a while directly on the shipping box) that beings with "LPN"; this is the FBA RMA number which you can use to search which order that return came from. While we are always able to find the order using that LPN code, it's fairly regularly useless in terms of determining the reason for return, same as FBM returns. You will likely receive pushback from Seller Support; just keep reopening the case until they finally give you a refund as a "gesture of goodwill".
More details below for anyone who would like to try our process.
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On FBA return receipt:
1) Photo of the package showing the return label.
2) Immediately after opening the return, another photo if anything seems off. Compare the contents to the FBA return slip (the slip may be inside the package, may be in a shipping envelope on the outside of the package, or may just be tucked under the shipping label...)
3) Additional photos of any returned items you do not recognize or feel you need to dispute. Specifically include photos showing the FBA FNSKU label, the LPN barcode, and the product + FBA return slip. We also tend to highlight the ASIN in an attempt to make the connection more clear.
4) LPN can be searched via "FBA Inventory" > "Inventory" > "FBA Returns" > toggle "Manage Return Orders". If you have a barcode scanner, you can scan directly into the text box that comes up. Almost 100% of the time, you will need to expand the Date filter in order to see the actual result.
5) If needed, create a case with Seller Support. Include all relevant photos from previous steps. Type the important parts from the FBA return slip in the case or you will be held up while they request that information anyway (we tend to include the Shipment ID, VRET ID, RA#, and Removal Order#). Consider other attachments such as a screenshot of your listing which shows the most relevant image of your product as well as the ASIN (if your screenshot also shows the listing's URL, the ASIN will be just after the title).
Very important - do not be emotional in the case. It's not productive and just muddies the actual contents. Just state facts. As examples:
"The product returned is not a product sold by YourStoreName."
"The FNSKU on this product does not match any FNSKU on the FBA return slip."
"The product is no longer factory sealed and thus cannot be resold to future customers."
Seller_Sram36TnVt73c
This has happened to me.
Since it is FBA, I open a SS case for incorrect item returned.
They usually want pictures of the item, the LPN label, the Amazon packing slip, the box it was shipped to you in.
Sometimes it is a similar product; sometimes a completely different thing altogether.
Seller_W1tFzATWCqDHQ
I just received my first empty box return today. Only here, no other marketplace would allow such theft of their sellers.
Seller_d7gdfLOD8db11
Stop using AMAZON !!! They will NOT defend sellers. I have stopped using them for many of the same problems I see on this forum, and the only reason I'm here is to warn you to STOP USING AMAZON !!!
Seller_CWVqoa7bcBLFI
Fair? Eat this cost. Pass the cost onto other consumers by increasing your prices. When buyers buy from less expensive competitors due to your price increases, the less expensive buyers will eventually leave the market due to these return issues happening to them at lower price levels.
Seller_d7gdfLOD8db11
STOP USING scAMAZON !!!
They don' and never follow their own polices.
They don't care about Sellers.
scAMAZON just says what you want to hear to get listings and inventory and still never own up to it.
The FTC SHOULD INVESTGATE !!!
I have been a seller since 2020, but I don't sell here anymore after FBA lost $1500 worth of inventory in the 1st 2 months all with barcodes. The only reason I'm still on these forums is to warn you about the many Scams of scAMAZON !!!
Seller_SJRMV3s4mNrFA
Buy a cheap one, buy an expensive one. Say the expensive one is defective, return the cheap one...
Seller_oRxM5fF1az7WI
FBA would not be good for us. We package our items with the best of love and care - and FBA would take shortcuts that would get the item damaged in transit. If your item needs protection, do it yourself.
