New Amazon Return System


#1

So, I just received this little gem from Amazon. My favorite section is the one regarding “returnless refunds.” In other words, customers get things from us for free! Is this a joke?

Dear Seller,

Amazon is simplifying the returns process on items fulfilled by sellers. Starting October 2, 2017, returns of items that you fulfill and that fall within the Amazon returns policy will be automatically authorized. Customers will be able to print a prepaid return shipping label via the Online Return Center instantly.

We are also introducing ‘returnless refunds,’ a feature that is highly requested by sellers. If you so choose, you will now be able to set rules and automatically issue a refund without requiring an item to be shipped back to you. Sellers have requested this because, in many cases, it allows you to save on both return shipping and processing costs.

We hope these changes will reduce the effort required to manage your returns and decrease your customer Return Dissatisfaction Rate (RDR), thereby improving your ratings. Additionally, you will have full visibility into the end-to-end return process through shipment tracking information located on the Manage Returns page in Seller Central.

Below are a few key details:

  1.  You are required to have a return address on file. If you want to specify a separate return address, please update your information in Seller Central (https://sellercentral.amazon.com/gp/on-board/configuration/global-return-address/index.html). If you have not specified a return address by October 2, your business address will be used as the return address.
    
  2.  You are required to issue a refund within two business days of receipt of a return. If you do not take action regarding the refund request, Amazon may refund the customer on your behalf and charge the amount to your seller account.
    
  3.  You might be responsible for the cost of return shipping in accordance with Amazon's policies.
    
  4.  Certain items are not eligible for prepaid return shipping. You can request exemptions for specific items in your inventory after August 31.
    
  5.  You can appeal return disputes directly to Amazon.
    

To learn more, visit the Prepaid returns for seller fulfilled orders help page: https://sellercentral.amazon.com/gp/help/202072200

Early participants have seen RDR go down by an average of three times after offering prepaid return shipping. If you would like to begin offering automatically authorized prepaid returns to customers before October 2, please respond to the survey below by August 11 to on-board by August 25.


#2

Another way for customers to abuse sellers. Of course they will learn very quickly to lie so that they get free returns. This happened on ebay as well.


#3

Umm, what? So there will be no more option for “buyer pays shipping”?


#4

Buyers will quickly learn to lie in order to get free returns.


#5

We rely on custom RMA numbers to quickly and efficiently process returns with a 3PL warehouse. For those already on the new system, is there any way to do that?


#6

Do I need to submit my entire Grocery Item list to the exemption team, or is Grocery automatically exempt from this new program?

So many question … so little information in their help article…


#7

https://sellercentral.amazon.com/gp/help/202072200

Link to the new policy… it’s real!


#8

Whoa. Are we to infer that all items will have free returns???


#9

NO… we can recoup the cost of the shipping label if customer is honest about return reason.

For customer-fault returns (e.g. accidental order, better price available), you may deduct the cost of return shipping from the refund. Further restocking fees are also allowed.


#10

It proves that Amazon has no clue what the business issues are.

Probably are result of the work of the same idiot who created the Return Dissatisfaction Rate (RDR) which provides better ratings for sellers with lots of returns than sellers who sell good products on well written catalog pages and provide excellent customer service, so they get few returns.


#11

And Amazon is going to assume that a buyer would NEVER lie about the reason for the return so they don’t have to pay for it.


#12

>

PREACH!


#13

Actually, the bolded section concerns me more that the underlined one. At least we have a choice about “returnless refunds”

Are we sure this email is real? I have not received one. What is the address of origin?


#14

Don’t like.


#15

So, I’m curious…will customer be able to control weight and dimensions of return packages in this system?


#16

We also just received this email.

The bold section is a little vague. Does it mean when a customer wants to return, they can force the seller to pay for a pre-paid label?


#17

I history is any indication, Amazon is not going to account for items that ship in multiple packages with the pre-paid return labels, which will complicate matters for some of us.


#18

Bummer. To all you fellow sellers that “highly requested” this, well, I don’t think our friendship can withstand this storm. And since none of you know my real name, I probably won’t missed at your parties and game nights.


#19

So we will now all have another reason to decide between following policy and “letter of law” and receiving negative feedback.

Example, a customer requests return on account of “No longer needed”. Return costs us $5.00 and we deduct accordingly from refund. Customer notes partial refund and gets upset.

This will be routine.

Oh, and it will be even better now that the feedback removal system is completely automated and limited to three very narrow criteria.


#20

It will invite more unethical buyers to Amazon.!