Question on FBM returns. I have first 2 FBM returns in Seller Central (one delivered back and another in transit). Under “Return Status” column for both returns it shows “Auto-authorized” and “Prior Refund: Applied”. When I go to click on “Issue Refund” on the one I have received back already on the next page the “Submit Refund” button is grayed out. Does that mean Amazon has already refunded the customer without waiting for me to receive item and inspect it? Is this always the case for FBM returns or can I change a setting in SC to not have Amazon issue the refund before we receive the item back? Also, is there an option to not have Amazon auto generate return label (which comes from our pocket) before we can approve the return and possibly just refund the customer without them returning the item to save the cost of the return label? It seems Amazon is automating everything and we have not control with our FBM returns.
Yes.
This is often the case, but not always. If you look up “refund at first scan” you will find the specifics of this program. You are auto enrolled, and you cannot opt out.
If you get a return that you do not believe should have been refunded, either in part or in full, you can file a SAFE-T claim for a reimbursement.
You cannot opt out of Amazon auto authorizing returns, but you can set up returnless refunds where Amazon refunds instead of issuing a return label. This is set up per SKU.
You only get charged IF the buyer actually sends the item back.
In cases where they use a ‘buyer faulted’ reason such as no longer needed, etc. I send them a message informing them that THEY will be charged for the return shipping label cost and giving them an estimate of what the cost might be. That estimate could be accurate, or it might be higher than the actual cost but since Amazon will not tell us the label cost I have to ‘guess.’
A sample of my message trying to ‘defuse’ the return – less than 1/2 of the return requests that I receive are actually sent back.
"You can certainly return the item for a refund as long as it is still in new and unopened condition BUT you need to be aware that AMAZON does a terrible job of explaining returns.
As a ‘buyer faulted’ return you actually pay for the return label that Amazon sent you.
The cost on those is generally between $4.00 and $5.00 so that will be deducted from the amount that you paid. As they are increasingly using even MORE expensive UPS returns that amount could be even higher.
Calculate how much of a refund you will receive after deducting the cost of the label and decide if a couple dollars is worth driving to the PO or UPS store!
As I said, Amazon stinks at explaining what happens in these situations. "
I’m not sure how I feel about this.
For one thing, it teaches/encourages buyers to use incorrect seller faulted reasons that are harder for sellers to get reimbursed. I appreciate their honestly, but not enough to cover the return shipping when they change their mind.
For another thing, I have found that the downsides of preemptively messaging a buyer about any potential issue is more likely to make things worse rather than better. If they complain about the return fees I will get into it, but pointing them out to every buyer that wants to return something is more likely to upset a buyer than avoid a problem.
I also don’t like getting involved more than I need to in automated processes. If Amazon is going to force me into these programs, take control over my business, and impede my ability to provide customer service, then they can be the bad guy when buyers get upset. It is easier to blame Amazon when I don’t appear involved, and that’s harder to pull off if I’m already talking to buyers about returns, refunds, and fees. At that point I’m already involved.
Additionally, I can’t spare the time or effort to message every buyer who opens a return request. The rate of buyers who are upset and blindsided by return fees is not high enough to warrant this sort of attention.
Maybe you are getting too many returns. I average about two a month so sending a message using my template takes less than a minute.
I would much rather warn them that they are going to pay about $5 +/- for a return label than have them blindsided sending back an items that costs under $15 most of the time.
And, I put the blame clearly on AMAZON where it belongs. I’ve had more than one person thank me for letting them know what was going to happen and they never sent the return.
Depending on the time of year I average between 1 and 8 requests per day.
My products run from $7 to $5500.
Clearly your advice works for your business, and would not work for mine.
I’m chiming in late – but want to offer this.
99% of my returns are truly buyer faulted. Even if they pick “doesn’t fit” – well size is in the title and in the description, SAFE-T claim won (and I believe I truly only believe that their account will get a hit for an invalid return reason because they pick a reason that they don’t have to pay for return shipping).
That’s what I wanted to add. I take the time to file a SAFE-T claim each time I am charged for the return and I can counter the reason. Item defective/doesn’t work…well if you return a perfect item back to me, it wasn’t defective. If it doesn’t work, that’s a reference to size which is clearly stated. If the color is wrong, pictures show accurate color.
I sorta disagree with the message the customer approach…but I also understand the why.