FBA Refund Over 3x Amount of Item Refunded
We caught a refund that Amazon processed as a "General Adjustment" for $150. We look up the order, the item purchased was $44.99. Open a case and the eventual response is this...
"Upon investigation, we see that the Order ID: XXXXX contains items from other sellers, and the refund amount is close to the total amount for the order, which is why the amount is higher than normal.
Additionally, an auto-reimbursement would also occur if the unit has not been returned 60 days after the refund. Allow at least 60 days from the date of refund for the item to be returned to your inventory or reimbursed if eligible based on the reimbursement policy.
You can appeal the reimbursement amount after an auto- reimbursement is processed. We're unable to appeal now as automatic reimbursement is still pending."
So what appears to have happened here is this customer refunded her entire order and instead of refunding each item individually and taking the money from each seller, Amazon has decided to refund the entire order from our account. We are paying for other sellers refunds. They go on to talk about auto reimbursement and we now have to wait 2 months and remember to challenge the fact they refunded other sellers items out of our account. And not a doubt in my mind in 2 months if we happen to remember they will come back with some reason why it can't be done at that point.
Try to open a chat to ask them what on earth they could possibly be thinking and the person just closes the chat. This is why sellers hate seller support. You guys screwed up. Someone was lazy and decided to save themselves a little time by processing a refund as a general adjustment all at once to one account so they didn't have to refund each item individually. I do not care what your manual says about disputing refunds. Fix the problem. It is absolutely insane that you guys think it is perfectly fine to basically steal $100 from a small business and possibly they might get it back if they happen to remember to object to it 2 months from now.

Case number is 17016554551
@Topher_Amazon@CR_Amazon@KJ_Amazon@Dougal_Amazon@Christine_Amazon
FBA Refund Over 3x Amount of Item Refunded
We caught a refund that Amazon processed as a "General Adjustment" for $150. We look up the order, the item purchased was $44.99. Open a case and the eventual response is this...
"Upon investigation, we see that the Order ID: XXXXX contains items from other sellers, and the refund amount is close to the total amount for the order, which is why the amount is higher than normal.
Additionally, an auto-reimbursement would also occur if the unit has not been returned 60 days after the refund. Allow at least 60 days from the date of refund for the item to be returned to your inventory or reimbursed if eligible based on the reimbursement policy.
You can appeal the reimbursement amount after an auto- reimbursement is processed. We're unable to appeal now as automatic reimbursement is still pending."
So what appears to have happened here is this customer refunded her entire order and instead of refunding each item individually and taking the money from each seller, Amazon has decided to refund the entire order from our account. We are paying for other sellers refunds. They go on to talk about auto reimbursement and we now have to wait 2 months and remember to challenge the fact they refunded other sellers items out of our account. And not a doubt in my mind in 2 months if we happen to remember they will come back with some reason why it can't be done at that point.
Try to open a chat to ask them what on earth they could possibly be thinking and the person just closes the chat. This is why sellers hate seller support. You guys screwed up. Someone was lazy and decided to save themselves a little time by processing a refund as a general adjustment all at once to one account so they didn't have to refund each item individually. I do not care what your manual says about disputing refunds. Fix the problem. It is absolutely insane that you guys think it is perfectly fine to basically steal $100 from a small business and possibly they might get it back if they happen to remember to object to it 2 months from now.

Case number is 17016554551
@Topher_Amazon@CR_Amazon@KJ_Amazon@Dougal_Amazon@Christine_Amazon
12 replies
Seller_bjJHkys7Ew1Hn
So after having to spend an hour replying and talking to chat, they admit they screwed up the refund but say they can't fix it now. Amazon is one of the biggest companies in the world and you guys can't figure out how to refund an extra $100 you have taken from a small business? And instead are forcing them to remember to check in 60 days from now to see if they have reimbursed because the item was not returned? Truly blown away how you guys treat everyone like they are absolutely clueless idiots. Amazon could fix this now if they wanted to. Because you guys have people that won't ever go against whatever the manual says, here we are. No escalation process. Nothing. The amount of money does not matter a bit. The principle here is what matters because this is insane.
Seller_8ESHZD3bXlVUv
seems like an easy win for you - provide a case number for the mods to use in escalation.
Seller_nxvyRDZCFduAS
We have also seen them start using the bogus "General Adjustment" crap. They are doing it on FBM orders where the policy clearly lists return codes they are not using.
You can't win a Safe-T claim when they purposely use bogus return/refund codes. "General Adjustment".
Seller_bjJHkys7Ew1Hn
Still trying to find a single person that cares about Amazon stealing from a small business. Amazon just stealing refunds from small business just a part of doing business on Amazon now?
@Topher_Amazon@CR_Amazon@KJ_Amazon@Dougal_Amazon@Christine_Amazon
Xander_Amazon
@Seller_bjJHkys7Ew1Hn Hey there, I'm Xander. I took a look at the messages between you and Support through the case id.
To be transparent, the feedback and policy citation they were given to share with you from the escalations team would be the same feedback us moderators would receive as well after escalating. The eligibility window must close first before you are refunded.
@Seller_8ESHZD3bXlVUvThanks for tagging us and helping as well.