I’ve heard that FBA buyer return fraud is pretty rampant, but I have an ongoing case of a single buyer purchasing several dozens high value items and returning them that is especially egregious. Every single item this buyer has purchased has been returned for a full refund. For most of the returned items the buyer is also swapping out a much cheaper item and FBA hasn’t caught this. 80% of the returns are being deemed sellable and returned to our FBA inventory. It’s only after I recalled a couple of the returns that I realized the buyer is doing switcharoos. Also at least 3 subsequent buyers who ordered one of the returned units have complained of receiving the wrong item. Amazon is so clueless – I haven’t gotten any help whatsoever from seller support, asking to speak to “leadership”, reporting buyer abuse, writing to “Jeff”, or contacting Account Health.
Anyone know another option to escalate my case to get a US-based rep to take a look at it? I have quite a bit of evidence that the buyer is returning the wrong items.
Welcome to the community and for posting. Great question.
Unfortunately, Amazon DGAF about what you think is how things should be handled in regards to their customers returns… ever, and Amazon will not expend resources searching because you have sustained a loss.
Follow these steps.
Get your FBA return that was a switcharoo. (the amazon term for what is happening) and get the LPN# off of the package and take pictures of everything from the FBA return label, shipping label and items you received out of any packaging. (You have to have pictures of the shipping label/packing slip and the LPN# or it will be rejected.
2.Enter the LPN# into the fulfilment report here
Get the exact order number from that report, for that return and do the following.
3a. Request reimbursement for the order number in the help menu here.
Do this for each and every switcharoo return.
3b. Go here and report refund/return abuse.
Then once you have PROVEN that the fraudulent returns are linked to a single buyer by name and zip code, you can use the jeff/andy email to try and make a case. But first you have to make Amazon eat the losses for those orders, because for all they know you had bad inventory, bad labels, garbage product, etc. Amazon never cares until it costs them money and right now that loss has been passed to you, so pass it back and do you due diligence to make them eat each order.
This is a big problem. If the items are put back on the shelf and only caught when you recall the items, it means you won’t have the LPN or packing slip from the order to file a claim. The information you have will be for the recall, not the return. Showing that the buyer returned the item and the recalled item was swapped out is not sufficient proof for Amazon, even if this buyer was the only customer and this item was the only one in stock.
If you don’t get many returns and this one customer accounts for a significant percentage of your problems, it might be worth having FBA returns routed back to you instead of back to FBA so you can get the items back directly from the buyer, with the buyer’s shipping label, LPN and packing slip. Without them, you can’t file a reimbursement claim.
@VTR is correct that these reimbursement claims are the necessary first step to taking any action against the buyer. Until you get Amazon on the hook for these returns and get them to admit the returns are a problem, they won’t take any more significant action.
I have already done all that you suggested. I have six (and counting) FBA returns reimbursed as switcharoos. Even still Amazon hasn’t taken any action.
Another issue is the recent change in their FBA reimbursement policy. We specialize in rare and out of print items and most of the ones the customer bought I can’t rebuy. Amazon is reimbursing for less than our original wholesale cost, and not anywhere near the items’ current value.
Something I have been doing is requesting bin checks for the returned items that were marked as sellable. One item I got them to send me pictures of the UPC barcode of the returned item and it clearly shows a UPC that is associated with a different product page. And yet STILL they insist that the item is “fine, no defects found” and won’t change it to unfulfillable. They just sent me proof that the item is incorrect and they’re still saying it’s fine?!?! Pulling my hair out here.
You will never know what action is taken. They are not your customers.
I completely understand as I had a previous business that did not align with FBA. Not everything is suitable for sale on Amazon and that needs to be a constant evaluation for all business’ on Amazon.
Unfortunately the TOS you agreed to, is not to your advantage for items not new or where a value can be sentimental like antiques, collectables, etc. We have been there done that ourselves.
It seems like you have already determined that this item should be only FBM. FBA is not for every product. I would do a removal order and switch it to FBM.
