Amazon making refunds on a seller behalf and masking them as a seller initiated refunds
So situation is that when someone is returning an item , once we receive it and while it's being processed by our returns department, the item is getting refunded fully to the customer. And this for some reason is shown as a seller initiated refund, so it greatly affects our seller protection and legal rights. In scenarios when there is a wrong item returned we cannot open SafeT claim, because it shows that we have done the refund, not Amazon.
We are talking about high value items which does not have prepaid labels provided. And this also have cases included when customer did not open a return and we have handled whole process directly with a customer, agreed on a return. So it can't be automated returns function either as return is not opened on Amazon on some of them.
We have contacted seller support and they always just leave conversation after giving wrong answer about different topic. After reopening SS case we receive answer that this is seller account initiated refund. Which is 100% not true.
I believe this happens when customers contact Amazon support and ask "when will I receive the refund, I've already returned the item". Which would be likely because it happens more often with high value items. And customer would be much more anxious about them.
But why would then it would be masked as seller initiated refund? What else it could be?
8 yanıt
Seller_mS10UjVYuuGor
How long is your returns dept taking to process the returns?
I believe there is a 48 hour limit that without any action from you Amazon will automatically refund the customer. I could be wrong but worth looking into.
Seller_kh77A9MtOsq7P
Selling high value low margin products on Amazon does not make sense. I feel your pain, but this is how Amazon works, totally customer centric and not interested in the merchants.
Seller_sg54Fq7GfBZzn
Seller_pEXz19pDzWCEo
We would not advise selling high value items on Amazon as it is not the right environment as it is open to abuse from consumers.
Seller_40ozsHlGqPuEL
Personally, I would remove any high value items if the most refunds are on these sales. At least it will limit the damage caused by some indifferent CS agent. Good luck.
Seller_QHJyNkagGiCWP
If your settings say you are doing refunds then this will happen and you cannot open safeT claims. I have had this issue and changed to refund on first scan, this means that if there is a problem, scamming for free return postage and damaged or incorrect items returned you can open a safe T claim to sort things out, I find this works well for me.
