Operating an Amazon store, it is inevitable to encounter the situation that products are returned by buyers, how should I deal with it？
1 Answers
1.Record Return Emails
When a local Amazon Prime member initiates a return, Amazon typically issues a refund immediately without waiting for the product to be returned (exceptions apply for international orders). At the same time, Amazon will send a refund notification email to the seller. Sellers should mark and organize these emails to verify if the return is successfully completed within 45 days.
2.Attempt to Claim Refunds
According to Amazon's standards, if the returned product's packaging is damaged, it is marked as "Damage"; if the product is defective, it is marked as "Defective." These items cannot be returned to regular FBA inventory. Especially when the listing has a low stock (2-3 items), sellers should mark and check on the customer's returned products to ensure they have actually arrived at the FBA warehouse. If a seller finds that no items have been returned within the 45-day return period, they should file a claim with Amazon.
▪️Return Query Method
Verify the listing's return status through the return report. First, log into Seller Central and select "Fulfillment" under the "Report" section. Find "Customer Concessions," click "Customer Returns," set the date range, and download the report. Typically, data from the past 30-60 days is reviewed, depending on the store. Check the report to identify the reasons for returns. If return data is missing from the report, immediately open a case with Amazon customer service.
▪️Steps for Filing a Return Claim
If returns occur frequently, it should be addressed (e.g., customers abusing the return period by using products and then returning them maliciously). During inventory transfers, inspect thoroughly and keep packing slips, photos, and other evidence, then submit a case. If verified, a typical response from Amazon might be:
"We can tell from your photo that the item is unopened or not defective. THANK YOU for calling this to our attention, and letting you know we are adding a note to the customer's account about this incident (if a customer continues this 'buyer abuse' behavior, their buying account can be canceled). We will process a reimbursement on your behalf for this item."
