Both buyers and sellers must understand the return policy at Amazon if they wish to avoid unpleasant surprises. However, the system is immensely complicated, full of one (and if this happens?) After another. Who wants to spend hours reading every detail? I bring you the most relevant information to facilitate the transition in a quick and enjoyable read.
How the return policy works on Amazon and how it has evolved over time is one of the important sections to keep in mind to achieve it. Here is the short version:
Contents
3 reasons why a buyer can return an item
They no longer want your purchase
There is nothing wrong with the product. They just don’t want it anymore.
Maybe they found one on sale while they went shopping, or maybe the customer bought something similar on the way home from work. Perhaps the most common is that they bought it as a gift only to discover that the recipient did not like it.
You do not have to reimburse shipping costs if this happens. However, you must accept the return and refund the buyer within two days after the return of your item.
The article is “significantly different” from the advertised
This is the worst possible scenario. If the product that the customer receives does not match the description in the listing, the images and the description that you create, then it could be considered “substantially different.”
If a customer claims that something is not as described, their best option is to accept a return immediately and provide a full refund. Why? Because claims for “significantly different” items are covered by the Amazon Warranty from A to Z. If a customer resorts to using a claim on them, it can cause catastrophic damage to their Amazon seller rating.
Your purchase has arrived damaged or defective
Everyone has a story related to asking for something fragile and finding it completely destroyed at the door. This is bad enough when you are the customer. But when you are the seller, you are completely losing your investment if you provide a full refund.
Amazon understands this and allows sellers to offer partial refunds for damaged items if the damage is not their fault. Just remember that the customer could get angry about a partial refund and will surely give you a negative rating. Sometimes, it is worth receiving the blow and returning the total amount.
But in this there is trap by Amazon.
If the item arrives damaged, it qualifies for a full refund under the A to Z Warranty. This creates a gray area for items damaged by the carrier. You may be able to provide a partial refund, and the buyer can then make a claim from A to Z to try to get the full refund.
Consider granting a full refund if the carrier causes the damage. You can always offer a partial refund if the damage is the fault of the buyer.
When can a buyer initiate a return on Amazon?
Usually, buyers have 30 days to request a return by mail. Generally, they should also point out the article as unsatisfactory within two weeks of receiving it.
There are occasional exceptions to this rule. For example, if you are using Amazon logistics (FBA) and someone uses your item on an Amazon wedding list, you may still be allowed to return the item half a year later.
More details
Many categories have specific rules and exceptions. Be sure to read the Amazon return policy for your category to avoid problems.
At the same time, do not get caught when trying to understand all the categories in which you do not plan to sell. Stay focused on what you are doing now.
How to avoid getting return requests on Amazon?
There is nothing you can do if a customer decides that they simply do not want an item. However, the generally avoidable causes are:
First, pack all items carefully. Use a trusted courier service to make sure they arrive at your destination safely and on time.
Second, make sure all listings and images are completely accurate. Don’t be the used car salesman who tries to talk about important defects as insignificant issues. Be honest and detailed and you shouldn’t have problems with claims for “significantly different” items.
Summary
Amazon’s return policy is fairly fair and offers protection to both sellers and buyers. Just take the time to understand it and combine your knowledge with exceptional customer service, and the few return requests you receive will only strengthen your reputation for dealing honestly with your customers.
