Maybe this isn't new and we're just now noticing, when a customer contacts Amazon now with an issue they're just handing out refunds.
We had a random refund for return to seller that was actually delivered, we only noticed because the customer purchased again and contacted us for a different shipping carrier. Support instructed us to file a Safe T claim and we got a refund. That's great I guess but just another problem to watch for, but that isn't the issue here it just led to the rest.
We then decided to check our transactions filtered for refunds only and found two more refunds where Amazon decided to just give our money away. It's a food product that isn't returnable, typically in the past if there is an issue Amazon will send us a message and we will work it out with the customer.....worst case scenario a claim is filed. None of that happened they just gave them a refund without warning or any communication. We contacted support and they gave us conflicting reasons in the same reply for the refund with these lovely instructions:
- Packaging: Ensure robust inner packaging for food products. Even if outer packaging survives transit, the contents inside can be damaged if not properly cushioned or separated.
- Product Quality: Inspect items before shipping to confirm they are not expired, leaking, or defective.
- Photographic Evidence: Take photos of products before packaging and during the packing process. This documentation strengthens SAFE-T claims if a refund is issued later.
- Buyer Communication: Proactively communicate with buyers through Buyer-Seller Messaging after delivery to address any issues before they contact Amazon Customer Service. Resolving issues directly with the buyer protects your account health.
- Listing Accuracy: Ensure your product listing accurately describes the item (ingredients, quantity, size, condition) to avoid "Item not satisfactory" claims due to mismatched expectations.
- Monitor Returns Dashboard: Regularly check your Returns and Recovery: Insights and Opportunities dashboard in Seller Central to monitor return/refund patterns and identify recurring issues.
Totally ridiculous, we're now being told how to ship things, to take pictures during the process and a lecture about communication when there was none!
Both FBM both shipped Amazon Buy shipping delivered as normal, just randomly refunded. So now apparently all a customer has to do to get a full refund is contact Amazon. No messages, no claims.....just free product.
I'm going to file claims but I doubt that will do anything here.