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6 Steps to Take When Dealing with Amazon Returns

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Posted 19th July 2016 at 07:39 AM by repricerexpress

One of the most annoying emails for FBA sellers to receive from Amazon starts “Refund initiated for order #102-12345-67890.” Getting a return notification is not only annoying, but it can sometimes spark a few fearful questions.
  • Is this return one of the high priced items I just sold?
  • Is the buyer going to say that the item was defective (which will ding my seller metrics)?
  • Is the returned item able to be resold, or has it been damaged by the customer?
  • Is the buyer going to leave me negative feedback now?
  • What do I do to protect my account because of this return?
When it comes to getting returns, you must take a few critical steps as an FBA seller to protect your account. If you don’t stay on top of your returns and do your due diligence to make sure your account is taken care of, you could suffer negative consequences down the road.

So, what do you need to do to protect your account when a customer returns an item saying they no longer want it?

Here are 6 steps to take for every returned item on Amazon:

1. Keep a record of the return notification email from Amazon.

When a customer initiates a return of an item ordered via Prime shipping, Amazon immediately issues that refund, without waiting for the item to be returned. Amazon will notify you that the refund has been issued from your account. You should keep a folder in your email app to organize these emails so you will have record of this refund and can verify that the return actually occurs within 45 days.

Related reading: How to keep track of your refunds and reimbursements.

2. If you find that an item was not returned within the 45-day limit, request a reimbursement from Amazon.

Again, see checking if “returned” items are actually returned to FBA for more details.

3. Protect your seller feedback score by contacting the buyer.

Sometimes after a buyer requests a refund, one of the next things they do is leave feedback for you the seller. No matter if they left you negative feedback or not, I think it’s a good idea to contact the buyer and personally apologize for the customer’s negative experience.

Read the full article on RepricerExpress' blog
Posted in Repricing, Ecommerce
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