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FBA Buyer chose express shipping, refused delivery; who is responsible for the price of shipping?
We sell an ASIN on FBA that costs less than $10, and a buyer placed two identical purchases for one unit, with express shipping.
They refused delivery on one of them, and now the refund we have to give them is $16.25, but the price of the item is only $8.99, and we offer free standard shipping?
How do I recover this cost? We're making like $0.11 on the other sale because of this discrepancy. I understand that free shipping is our responsibility on returns, but we didn't make this customer pay almost as much as the cost of the item to have it sent faster. That was their issue.
12 replies
Seller_Hi7wbO2Kbo6bl
This does not sound like FBA but rather fulfilled by merchant (FBM)
My only advice is to avoid offering any form of premium shipping to avoid the resulting headaches.
Seller_MeNjiBPtSZPht
The express shipping cost was put in your account as "Shipping Credit", although how much the credit was is unknown, someimes is more or less than the actual cost.
Your refund is the total of the item plus the shipping, because you got paid for the item and the shipping credit for express shipping.
Seller_z1JDNz6de1lqc
You do! This is the game we see it all the time many will buy item expedited to get fast then buy regular speed so they can return. This is allowed because Amazon now gets to collect fees twice for same item to same customer.
Seller_CW0P5hgbsiqWX
Well with FBM the seller simply fololows amazon policy. Refund in full minus the outward shipping paid by the buyer when the item arrives.
Since your sale was FBA, there is nothing to do or worry about. Amazon was paid by you to handle the shipment any way they want, to keep the buyer happy.
Seller_dNvd5MBslXvX8
I am FBM, but when I have a customer that requests expedited shipping and then decides to return the item, I wait for Amazon to refund at first scan and then file a safe-t claim. I have successfully received the shipping cost back every time, without having to deal with the customer. I'm not sure if the safe-t claim process will help with FBA, but always worth a shot.
Seller_E8mL3eW2WFX39
you made 0.11 , its fine. You came out on top. I just had the same issue, buyer bought twice from FBM. We luckily have enough Margin we weren't hurt too much by the return of the second order. i would of him rather refused delivery but he returned so I also had to pay for the return label. If i charged him and he did a A-Z , i'd lose that and I know that. Some things you can't fix. I have another buyer the package shows delivered but he says he never got it. I already know I am going to have to refund him and I will lose that. USPS will say it was delivered, Amazon will say they only cover the shipping bought through them, I can't safe T , A-Z i will lose. Some times we just lose.
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