Clarification on Returns Due to Amazon's Delivery Delays
Hello fellow sellers,
I have a question regarding Amazon's policy on customer returns. If a customer decides to return a product because Amazon was unable to fulfill the delivery on the promised time, does the seller still need to refund the customer?
Additionally, I recently faced an issue where Amazon mentioned that I am only eligible for an investigation regarding returned units after 120 days. They said they would add these units back to my inventory. However, these are New Year products, and such delays cause significant damage to my business as they are time-sensitive items.
In such cases, do sellers need to bear all the costs and consequences, even when the issue arises from delays on Amazon's end? Any advice or insights would be greatly appreciated!
Thank you.
3 replies
Seller_CW0P5hgbsiqWX
If you are selling FBA, you are paying Amazon to handle the situation any way they want so you don't have to do anything. It is sort of selfserving for Amazon, don't you think. Waiting 120 days to investigate, do you think there will be anything lying around to actually investigate? Amazon doesn't have a 120-day waiting room.
Manny_Amazon
Hello @Seller_8lAJNjdOW0emO,
Thanks for posting to the Forums. The customer can return the item for any reason within the first 30 days after receiving the item, except over the holidays generally from Nov 1st to Dec 31st, they can return until Jan 31. If you use FBA, check out the FBA Returns Overview for more details on the process.
Additionally, this News article confirms the returns window for refunds.
Regards,
- Manny
