How to handle Amazon returns.
Check out our YouTube video: How to Handle Customer Returns as A Third-Party Amazon Seller
If you’re a new Amazon seller, one of the most important aspects of running a successful operation on Amazon.com is learning how to handle returns in a way that limits the risk of account suspensions or listing suspensions.
The customer is always right… even when they’re not.
Unfortunately, issuing refunds and accepting returns is something that Amazon sellers will have to do more often than they’d like to avoid account and listing suspensions.
It’s understandable that many customers are unreasonable, unethical, or simply impossible to please! But when you choose to sell on Amazon, you must adapt to their strict dedication to customer service.
“Amazon sellers should listen to all customer complaints if they want to avoid suspensions. No seller wants to become a suspended Amazon seller who needs a Plan of Action or appeal. In order to remain in good standing with Amazon and avoid account suspensions or listing suspensions, Amazon sellers should immediately issue a refund or replacement if there is anything truly wrong with the product.” ~ Ashley DiPinto, Paralegal at Rosenbaum Famularo, PC
What’s Amazon’s return policy?
Amazon has a deep rooted dedication to customer service and this is reflected in their comprehensive return policy.
“Items shipped from Amazon.com, including Amazon Warehouse, can be returned within 30 days of receipt of shipment in most cases.” – Amazon.com
Is this policy the same for third party sellers?
This policy varies for third party Amazon sellers. Most customers do not understand that when they are purchasing from a third party seller on Amazon.com, they are not actually purchasing products that Amazon owns. Therefore, Amazon requires each Amazon seller to publish their exact return policy on their storefront.
“Third-party sellers must either provide a return address within the United States, provide a prepaid return label, or offer a full refund without requesting the item be returned. If a seller does not offer these methods to return your items, you may file an A-to-Z guarantee claim to seek help with your Amazon returns.” – Amazon.com
How should a seller develop their return policy?
We recommend establishing a return policy that offers a straightforward Amazon return policy that matches Amazon’s commitment to customer services.
Keep this policy in mind as you sell products! You should fulfill at least one of the criteria listed above. Amazon.com states that if sellers do not offer at least one of these options (it’s recommended to offer more than one), buyers may file an A-Z claim to Amazon for a full refund. After A-Z claims start rolling, there may be a laundry list of negative reviews, and possibly an account suspension. This can all be avoided by being proactive and establishing a fair return policy.
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