Understanding Auto-Authorized Returns
I have an FBM return that was auto-authorized so the customer received a refund for the amount of the product plus tax. Customer did not receive a refund for the outbound shipping cost. If I tag the return as "complete," I have to submit a message to the buyer indicating the reason for declaring it complete.
I don't understand what I'm supposed to do here. Is Amazon expecting me to also refund the outbound shipping cost?
Thanks.
Understanding Auto-Authorized Returns
I have an FBM return that was auto-authorized so the customer received a refund for the amount of the product plus tax. Customer did not receive a refund for the outbound shipping cost. If I tag the return as "complete," I have to submit a message to the buyer indicating the reason for declaring it complete.
I don't understand what I'm supposed to do here. Is Amazon expecting me to also refund the outbound shipping cost?
Thanks.
29 replies
Seller_7LrAV0m5llaI7
No, but you can call it a restocking fee if the item is not defective. You're allowed up to 20%
Seller_RClwXXLQjUdPk
You are not allowed to charge a restock fee if the item is returned in original condition.
Seller_7LrAV0m5llaI7
Yes, you are, up to 20% restocking for customer decided returns (no longer needed, bought wrong item) if original condition, and up to 50% if it isn't original condition. You aren't allowed to charge a restocking fee if it's a defective warrantable unit that is not fault of the customer, and then you should be replenishing the customer for shipping if it's defective and not the customer's fault
Seller_DPUqziRvt5bhc
so how does it this work, I get a full refund sent including the shipping cost before i even get the item back? how am i suppose to charge a restock fee if i don't even get the item back yet and they processed a full refund?
Seller_RClwXXLQjUdPk
I am not going to argue with you as you obviously do not understand return policy. You may request refund of the return label for buyer faulted returns. This is posted right next to the restock fee option in the returns screen.
2. Charge restocking fee
You cannot charge restocking fees for items returned in original condition (Maybe you can explain what this means).
You may also want to read the first condition under charging restock fees (this policy was updated a long time ago).
https://sellercentral.amazon.com/help/hub/reference/G201725780
Please refrain from giving advice to other sellers unless you actually know the policy.
Seller_7LrAV0m5llaI7
Sigh. @Seller_RClwXXLQjUdPk
I clicked the help button this morning, clicked articles, typed in restocking fee in the search box,
and this is the first article that comes up:
https://sellercentral.amazon.com/help/hub/reference/G201725780
This is the policy I follow as this is live and current Amazon policy.
Seller_RClwXXLQjUdPk
Are you based out of the states and SFP? There has to be something different in our selling conditions.
Using the exact same link - https://sellercentral.amazon.com/help/hub/reference/G201725780, the very first condition on my end comes up as no restock fee permitted if in original condition.
It also clearly states in the charge restock fee screen that you cannot charge for items in original condition.
Seller_RClwXXLQjUdPk
Here is a shot of the restock fee screen
Seller_fmUqKecYk2wsp
I don't think any of the Auto-return policies are uniform across the board when it comes to refunds & restocking fees, etc..
Seller_RClwXXLQjUdPk
Note the return as complete and provide the reason that the item was returned/refunded. If Amazon was going to refund the shipping, they would have done so automatically. Are you a U.S. based seller?
Seller_3wzBczgcWe0Ch
If Amazon automatically refunded the return at first scan then the return is complete. If you have to submit a message to the customer indicating the reason for declaring it complete then tell them the truth. The return has been refunded and is now complete. And no, Amazon is not expecting you to return outbound shipping costs or they would have refunded the customer that for you.
Seller_3xZhfSUQsfek8
We've found the return processes are flawed. Some are being refunded at first scan. Some are being refunded at 48 hours. Some are not being refunded at all causing a-to-z claims. If the item is credited at first scan, you can file a SAFEt claim for the outbound shipping, restocking fee based on not being given 48 hours to examine return--which is Amazon policy. If item is not credited within 48 hours of receiving, you are out of luck on any claims or restocking fees (unless you open a case).
Seller_OvL8C4BJWiuS9
Auto Authorized does not mean the buyer has been refunded. It is an indication that an item has been authorized for you to refund once it is returned to you. At that point, it is up to you whether you process it and what fees you will withhold.
