Returns are an important part of sales, especially for an e-commerce platform like Amazon that spoils its customers
Common reasons for returns are:
1. Wrong delivery (color, size, SKU, etc.)
2. Inventory unavailable (transshipment, out of stock, damaged inventory, etc.)
3. Delivery time lag
4. Listing is over-rendered and buyers' expectations are too high
5.Listing function description error
not limited to the above
On Amazon, most return issues aren’t the seller’s fault. But Amazon is "cruel", and in many cases it is not the seller's fault and it will force you to refund the seller (even if the buyer steps on two feet before returning it)
This happens most to FBA sellers and can be seen in Returns-Buyer Damaged-Unsellable-Removal
#01 Amazon's Return Policy
#02 Amazon's Return Process
#03 Amazon's Refunds: How to Issue
#04 How to handle return requests
#05 Amazon’s Return Process: Individual Sellers (or Non-FBA)
#06 Amazon’s Return Process: FBA Sellers
#07 What to do before a refund
#08 How to prevent malicious returns from Amazon?
#09 How to get tax refund?
#10 Amazon Seller Return Policy: Restocking Fees
#11 How to Handle Gift Returns
#01 Amazon Return Policy
Items shipped from Amazon (even Amazon warehouses) can be returned within 30 days
#02 Amazon Return Process
In the case of professional sellers, Amazon will automatically accept returns, provided they comply with the return policy ( basically )
To process return requests :
Analyze, authorize or deny requests from the Orders – Manage Returns page
After the buyer's return request is approved, and the seller pays the return shipping fee, Amazon will send the buyer a return information with an address (the return information can be customized by the seller)
#03 Amazon Refunds: How to Issue?
When a buyer returns a product , three factors determine whether the seller needs a refund :
/ Commodity returns
/Product usage days
/ How to buy goods
#04 How to handle return requests
Can be operated in Manage Returns
/ close request
/ issue a refund
/ contact buyer
Individual sellers and professional sellers can choose manual authorization
/ select order – manage returns
/select Authorize Return Request
/ After operation 2 , you will be prompted to use the RMA (Return Material Authorization) number generated by Amazon , otherwise the seller must enter a custom RMA number.Buyers will see this RMA number on the return authorization form below the return label
Note that sellers can choose to use a non -pre-refunded return label (generated by Amazon), or upload your own pre- refunded return label.If the label is Amazon generated, your return address will be automatically generated on the label
If the seller wants to change the address : Go to Account Information and select Return Address
/If you want to authorize various return requests at the same time, select the request you want to review.Transfer Order – Manage Returns
/ Select Authorize all selected returns you see in the drop down menu.
In order to receive return request emails ( withdrawn , reply , authorized ) on time with a valid link , you can easily configure it by selecting Settings – Return Settings and then selecting the relevant checkbox.
Individual sellers and professional sellers who receive return requests also have the option to automatically authorize return requests.In this case, Amazon issues an unpaid label to the buyer
Professional sellers can choose to automatically authorize return requests or manually review them themselves .
Reject return request
You can close a return request if :
/ Buyer offers a refund without asking for a return
/ decide not to accept returns (for example, if the return request exceeds Amazon policy)
Select the appropriate reason for rejecting the return request and explain it to the customer. After the return request is closed, Amazon will send the customer your edited message and the reason for the rejection .
On the other hand, buyers can also close return requests.In this case, the seller will receive an email notification
When to refund:
/ After the item is returned
/ or when the seller doesn't want the item
If the seller wants to return the product from the buyer, Amazon supports the refund after receiving the product, don't worry about it
After returning a product, Amazon requires sellers to process the refund within 48 hours . If the seller does not process the refund within this period, Amazon reserves the right to refund the buyer a specified amount ( including tax on the buyer's consumption ) and charge your seller account for the same.
Therefore, to prevent a negative experience for buyers, sellers actively monitor refunds and ensure customers receive refunds on time.
Sellers can send emails to buyers at any time and discuss return issues . Don't take the trouble to refund them directly . This is a mistake that sellers will make.
#05 Amazon Return Process: Individual Sellers ( or Non- FBA)
FBM seller / personal seller orders (also known as personal or third-party sellers ), returns will be returned to the corresponding seller , not Amazon
While most individual sellers offer return policies that are very similar to Amazon, there are some individual site policies that may vary
Third-party sellers should provide any of the following three:
/ A valid return address within the United States ( generally overseas warehouses or private storage points )
/ pre- refundable return label
/ Full refund, no need to ask to return the product
If the individual seller fails to provide any of these three methods, the buyer has the right to file an AZ Guarantee Claim ( complication A to Z )
If the buyer returns ( items worth $ 100 or more ) within the United States , pay attention to whether he has shipped it, and ask him to write the logistics signature when shipping ( this is very important )
#06 AZ Guarantee Claim How to reply after receiving the notification?
Amazon asks you for more details ( all records of the transaction ) when investigating a claim , it will email you , you must reply to it within 3 jobs
If you do not reply to the claim email within 3 working days , then the customer 's claim is basically established . After confirming the establishment, Amazon will deduct the claim amount from your account
To reply to a claim notification, do:
/ Go to Menu – Performance – A-to- Z Guarantee Claims
/ On the tab that requires action , search for the corresponding claim and click Reply
/ In the text box, delete the original content and replace with the appropriate transaction details to help Amazon understand the entire claim
/ After completing the above steps, click the submit button
Sellers are expected to check emails frequently and respond when needed to take appropriate action on the claim.Note that this will greatly affect the seller 's ODR (Order Defect Rate)
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